[asterisk-users] Priority between calls from different queues

[Atis Lezdins]

On Fri, Nov 28, 2008 at 4:16 PM, Darrin Henshaw <DHenshaw at ignition.bm> wrote:
> One thing you also will run into is listed here:
> http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf.
>
>
>
> Here is the interesting part:
>
>
>
> Note that calls are not offered to queue members whilst the announcement is
> playing and it is possible for callers to slip ahead in the queue as a
> result. For example, call 1 arrives and is queued. Call 2 arrives ten
> seconds later and is queued. After twenty seconds, call 1 is played the
> periodic announce message. Exactly one second after call 1 starts hearing
> the message an agent becomes free. Since call 1 is tied up with
> announcements, call 2 is successfully offered to the agent. Call 1 remains
> on hold and yet a call which arrived later has been serviced.
>
>
>
> Basically you can see that if you have announcements played, that could
> cause your order of answered calls to be not what you expect.

With queues there are much more such situation than just this one ;)

>
>
>
> Cheers,
>
>
>
> Darrin Henshaw | IT Administrator | MCTS: Exchange 2007 | MCSE 2003 | LPIC
>
> Ignition Support Center | www.ignition.bm
>
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>
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of equis software
> Sent: Friday, November 28, 2008 10:06
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [asterisk-users] Priority between calls from different queues
>
>
>
> I saw QUEUE_PRIO but it works inside a queue not between queues.
>
> I need to use two queues because their have different settings like max time
> waiting, max amount of calls in queue and others.

For in-between queues you can use weight. So, if queue1 has more
weight than queue2, and agent1 is available (and is in both queues),
he will receive call from queue1 (no matter how long other caller
waits in queue2).

Also, there's wrapuptime. It means - how many seconds agent should not
receive call after completing previous queue call. So, if agent
receives call from queue1 and it has wrapuptime 10 seconds, then he
ends call, he might immediately receive call from queue2 - no matter
that queue2 has lower weight or whatever settings. To overcome this,
you have to enable shared_lastcall (available since 1.6.0).

Regards,
Atis


>
> Regards
>
> On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins <atis at iq-labs.net> wrote:
>
> On Fri, Nov 28, 2008 at 1:13 PM, equis software <equissoftware at gmail.com>
> wrote:
>> Hi!
>> I want to know the way that calls are answer in this case...
>> I have queue1 and queue2, one agent that receive call from both queues.
>>
>> queue1 <- call1
>> queue1 <- call2
>> queue2 <- call3
>> queue2 <- call4
>>
>> In my test the agent answer calls in this order: call1,call3,call2 and
>> call4.
>> I think this must be in this order call1,call2, call3, call4 like a big
>> FIFO.
>>
>> Its ok this behavior?
>> Could I set priority between queues?
>>
>
> Hello,
>
> Queue has lot of different settings, like wrapuptime, strategy, etc.
> Also two queues usually don't know about each other, with few
> exceptions. One of them is shared_lastcall (introduced in Asterisk
> 1.6.0). There's also weight - it will help to give priority to
> specific queue if multiple calls are ready to go to agent in different
> queues. Also, you can give priority to different callers within queue
> by setting QUEUE_PRIO variable before sending call to queue.
>
> You could try to describe why you need two queues and what should be
> rules to distribute calls - so we can help you with overall
> architecture.
>
> Regards,
> Atis
>
>
>
>
>
> --
> Atis Lezdins,
> VoIP Project Manager / Developer,
> IQ Labs Inc,
> 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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-- 
Atis Lezdins,
VoIP Project Manager / Developer,
IQ Labs Inc,
atis at iq-labs.net
Skype: atis.lezdins
Cell Phone: +371 28806004
Cell Phone: +1 800 7300689
Work phone: +1 800 7502835