[Asterisk-Users] queus & agents

[Johann]

Dov Bigio wrote:
> Hi all,
>  
> I have agents who are members of more than one queue.
>  
> When an agent is busy with queue A, he is not considered busy by queue 
> B, and receives call (since his EyeBeam Softphone has 6 channels).

Are you using the same AgentID for the person being on both queue A and queue B?

> Besides that, I use a monitoring tool that connects through the manager 
> interfaces and run "show queues" and "show agents" to know agents statuses.
>  
> I need Asterisk to consider the agent busy for both Queues when he is 
> actually answering any queue.
> Is there a way to do this?

If your users have more than one AgentID they will get a call for each of those 
AgentIDs.

There is a slight side affect to this however, if you are using callback agents. 
  Then the user is automatically marked as available in both queues or logged 
off in both(and also on a call if either queue sends them a call).

Agents and Queues only care about the AgentID...if multiple AgentIDs go to the 
same place the queue/agent system does not check nor care.

> It could even be a solution that would Pause the agent on the second 
> queue while he is busy with the first (is there a way to do this inside 
> the dialplan?).. I wouldn't link to have to do an external application 
> to listen to events and pause the agents outside Asterisk...
>  
> Thank you
> Dov
> 
> 
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