[asterisk-users] 20min waiting time

[Eric "ManxPower" Wieling]

Steve Totaro wrote:
> Steve Totaro wrote:
>> Eric "ManxPower" Wieling wrote:
>>   
>>> Steve Totaro wrote:
>>>   
>>>     
>>>> OCOSA ListAcct wrote:
>>>>     
>>>>       
>>>>> I apologize if this question has already been answered / asked. I was 
>>>>> searching on Google and nothing I do will work. All that happens is that 
>>>>> the phones ring for 00:01:15 then voicemail kicks in.
>>>>>
>>>>> My goal here is to let the phones ring and ring until someone is not 
>>>>> busy. I think 20000 secs is long enough.
>>>>>
>>>>> Here is how the dial plan is setup
>>>>>
>>>>> exten=>5,1,StartMusicOnHold
>>>>> exten=>5,2,Dial(SIP/support&SIP/support2,20000,tr)
>>>>> exten=>5,3,VoiceMail(455 at mailbox)
>>>>> exten=>5,4,PlayBack(vm-goodbye)
>>>>> exten=>5,5,HangUp()
>>>>> exten=>1222,1,VoiceMailMain(455 at mailbox)
>>>>>
>>>>> Any help is appreciated....
>>>>>
>>>>> Otis
>>>>>
>>>>>   
>>>>>       
>>>>>         
>>>> Easiest way to solve your problem is to implement a support queue.
>>>>     
>>>>       
>>> Queues in Asterisk are horrid little creatures.
>>>
>>> Many SIP phones and ITSPs will disconnect the call if the destination 
>>> rings for a long time.
>>>
>>> Put an Answer as your first priority, this should fix your problem.
>>>
>>>   
>>>     
>> That is an odd statement about queues.  I ran a call center handling 
>> over 15,000 calls a day using Asterisk and queues.  No real problems.
>>
>> Please qualify your completely abstract statement, "Queues in Asterisk 
>> are horrid little creatures."  Statements like this are completely non 
>> productive to anyone.
>>
>> Thanks,
>> Steve
>>
>>   
> 
> Sorry to reply to my own post but for clarification, we had four 
> queues.  English sales, English support, Spanish sales, Spanish Support. 
> 
> At peek times, we would have 200-300 agents logged in and 600 or so 
> callers.  This was usually when our ads were running during Jerry 
> Springer or Judge Judy.
> 
> I think his two agent single queue would work just fine.  Add 
> Queuemetrics which is free (I believe) for five or less agents and then 
> you can actually get some reporting on how your support role is handled.

In your situation it seems that queues work well for you.  When you have 
dedicated agents answering calls full time queues work well.

In non-call shops people forget to log out of the queue, are away from 
their desk often, and otherwise just screw up many of the assumptions 
that the Asterisk queue system makes.  This is in addition to the 
learning curve.

For a low number of calls and/or non-dedicated agents, a little bit of 
dialplan logic can do everything someone needs with something that is 
massively more flexible.