[asterisk-users] Priority between calls from different queues

Fri Nov 28 11:00:51 CST 2008

Thanks a lot!
Your explanation was very clear.

Thanks again.

On Fri, Nov 28, 2008 at 2:14 PM, Atis Lezdins <atis at iq-labs.net> wrote:

> On Fri, Nov 28, 2008 at 4:51 PM, equis software <equissoftware at gmail.com>
> wrote:
> > In both queues have the same wrapuptime, there´s not a problem...
> > With weight property I can´t resolve my problem...I want to answer calls
> of
> > both queues sorted by time, like a big FIFO or like if I had only one
> queue
>
> I'm afraid that it's not possible. There will be too much cases when
> one queue can choose to call agent ignoring another queue.
>
> What i meant with wrapuptime - even if it's the same (and you don't
> use shared_lastcall), second queue won't know that agent has just
> ended conversation - so it will send call to agent. I guess that there
> would be some more such "race conditions" for having free agent.
>
> If you really need FIFO, you would have much better luck with having
> one queue and then thinking how to customize it for different callers.
> Single instance of Queue is built like FIFO for calls (with bucket of
> agents).
>
> For example - wait time you can specify as argument to Queue().
>
> As for different caller amount, you can assign them to groups and use
> GROUP_COUNT to determine how many they are in each group.
>
> If you need some more differentiation, just ask, and we'll try to give
> ideas.
>
> Oh, btw - you could also try to create one fake agent in queue1 and
> queue2 (with ringinuse=yes) and use Local channel to send those calls
> to queue-real where your agents reside. However, i'm not sure that
> this will work, as queue-real might answer channel, even if you set
> "r" option.. not sure is this a problem, but it could be complex :)
>
>
> Regards,
> Atis
>
>
>
>
>
> >
> > regards
> >
> >
> > On Fri, Nov 28, 2008 at 12:31 PM, Atis Lezdins <atis at iq-labs.net> wrote:
> >>
> >> 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
> >> >
> >> > Bermuda (441) 496-4319 | Cayman (345) 947-4357 | Halifax (902)
> 482-1288
> >> > Atlanta | Bermuda | Cayman | Halifax
> >> >
> >> >
> >> >
> >> > 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
> >>
> >> _______________________________________________
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> >
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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
>
> _______________________________________________
> -- Bandwidth and Colocation Provided by http://www.api-digital.com --
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