[Asterisk-Users] queus & agents

[Johann]

Dov Bigio wrote:
> No, I am using different Agent IDs, since I need agents to answer just one
> queue at a time... that is, I need person A to answer to the sales queue
> today, and the support queue tomorrow, and maybe both queues at the same
> time on the day after... :(

Well not completely.  You are free to use callback agents and then dynamically 
add or remove them from various queues throughout the week.  You can have a 
static member of a queue(defined in queues.conf) and dynamically remove and add 
them however you want...just that when Asterisk reloads or starts up they will 
automatically be a member.

You can make a menu or some special extensions for use that will do the add and 
removing for you.  If it is a change that is always done and you don't want the 
end users to do you it, you could make a script that will run on a specific day 
of the week and do the (asterisk -rx "add queue member Agent/foo to 
queueA";asterisk -rx "remove queue member Agent/foo from queueB") in crontab.

Depends on your needs, I suggest looking at what may change in the future and 
making it easy to modify down the road.

> So it seems that there is not easy solution for me... I'll try with an
> external application using manager api to Pause agents on one queue when
> they are busy on the other

That will likely work, however you may want to try one of the above first.  I 
can give you a better example of the above with more information off list.


--johann

> 
> Thank you
> DOv
> 
> 
> 
> ----- Original Message ----- 
> From: "Johann" <johann.hoehn at ecommerce.com>
> To: "Dov Bigio" <dovb at terra.com.br>; "Asterisk Users Mailing List -
> Non-CommercialDiscussion" <asterisk-users at lists.digium.com>
> Sent: Friday, January 13, 2006 6:38 PM
> Subject: Re: [Asterisk-Users] queus & agents
> 
> 
> 
>>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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>>
>>
> 
> 
> 
>