[asterisk-users] Queue Penalties not working properly

[Syed Nasruddin]

Hi,

Actully the way I want the penalties functionality to behave it is not
doing it accordingly. I am right now using ringall. Set penalty 1 for
one agent and 2 for secnd agent. All the calls come in and go to first
agent#1 having penalty one. But the second call also go to agent#1 and
start waiting for it to be free rather it should have gone to penalty
two agent#2

I have added call-limit=1 for bot sip accounts. And started the
services. Still find the status wrong.

nasr

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Atis
Lezdins
Sent: Tuesday, August 05, 2008 7:03 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [asterisk-users] Queue Penalties not working properly

On Tue, Aug 5, 2008 at 5:27 PM, Syed Nasruddin <nasruddin at ncel.com.pk>
wrote:
>
>
>  Cannot i use ringall strategy with penalties???
>
> Will rrmemory will fullfil my requirement??

rrmemory isn't ringall, it won't ring all members. But yes - you can
use ringall with penalties.

>
> My requirements:
>
>
> 1. 10 Call Center Agents.
>
> 2.   All the calls coming in will ALWAYS be routed to specific 5
agents,
> firstly.
>
> 3. IF ALL the first 5 agents are busy then ONLY then the call will be
> routed to next 5 Agents.
>
>
> Moreover why my queue status shows my agent as NOT IN USE while in
fact
> it is busy answering the call??

What you are seeing is caused by status NOT IN USE. You have to set
call-limit in sip.conf for all your phones, to any value, so that
device states work correctly, and queue can know that those phones are
busy. Now you probably can see in CLI that queue is sending second
call to first agent(s).

Regards,
Atis



>
> Thanks
>
> Syed nasr
>
>
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Steve
> Totaro
> Sent: Tuesday, August 05, 2008 5:59 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [asterisk-users] Queue Penalties not working properly
>
> On Tue, Aug 5, 2008 at 8:47 AM, Robin Rodriguez
> <rrodriguez at staff.atlantic.net> wrote:
>> Syed Nasruddin wrote:
>>>
>>> Hi,
>>>
>>> I am using Asterisk 1.4.18. I am implementing Penalties for my
> agents.
>>> What is happening: two agents configuired one agent with penalty 1
> and
>>> the other with penalty 2. All the calls must go first to Agent 1 and
>>> if his line is busy then only then agent 2 will get the call.
However
>>> my queues are not behaving in this manner. I have impmemnted ringall
>>> strategy. Now when first call comes it ends up with agent 1, when
>>> secnd call comes it continue wait in queue and doesn't go to agent 2
>>> and when agent one is free it goes to this agent.
>>>
>>> I have set penalties in queue.conf. I have monitered my queue and
>>> witnessed that my agent1 status shows Not In Use and Agent 2 also
> same
>>> status is this the reason behind this. I have copied my queue show
>>> results below.please help . how do I change this stauts problem
>>>
>>> callcenter*CLI> queue show
>>>
>>> myqueue has 0 calls (max unlimited) in 'ringall' strategy (14s
>>> holdtime), W:0, C:2, A:0, SL:0.0% within 0s
>>>
>>> Members:
>>>
>>> SIP/1001 with penalty 1 (Not in use) has taken 2 calls (last was
2233
>>> secs ago)
>>>
>>> SIP/1000 with penalty 2 (Not in use) has taken no calls yet
>>>
>>> No Callers
>>>
>>> Syed nasr
>>>
>>>
>> You need to use the "linear" queue strategy, it is in 1.6 or there is
> a
>> backport to 1.4
>>
>> --
>> Robin Rodriguez
>> VoIP/Telecom Engineer
>> Atlantic.net
>> 1-800-211-9496
>>
>
> Robin, round robin
>
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-- 
Atis Lezdins,
VoIP Project Manager / Developer,
atis at iq-labs.net
Skype: atis.lezdins
Cell Phone: +371 28806004
Cell Phone: +1 800 7300689
Work phone: +1 800 7502835

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