[asterisk-users] Agents in more than one queue at once

[Lenz Emilitri]

In general there is no guaarantee as which call will connect; each queue is
independent AFAIK.
l.


2012/10/17 Alex Forster <alex at alexforster.com>

> My company has been running Asterisk 1.6.2.19-1_centos5 from the official
> yum repo, and for a while now I've been receiving complaints from our call
> centers about calls not being routed in the most efficient order.
>
> I'll explain with a simplified scenario--
>
> Let's say I have two queues: A and B. I have one agent, Alice, who is a
> member of both of these queues. While Alice is busy on a call, one person
> calls in to queue A, and then, several moments later, another person calls
> in to queue B.
>
> At this point, note that both callers waiting on hold are "position 1" in
> their respective queues. A "queue show" might look like this...
>
> > A has 1 calls (max unlimited) in 'leastrecent' strategy (0s
> holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s
> >    Members:
> >       21 (Local/21 at from-queue/n) (dynamic) (In use) has taken 1 calls
> (last was 533 secs ago)
> >    Callers:
> >       1. SIP/Trunk-0000eb17 (wait: 1:14, prio: 0)
> >
> > B has 1 calls (max unlimited) in 'leastrecent' strategy (0s
> holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s
> >    Members:
> >       21 (Local/21 at from-queue/n) (dynamic) (In use) has taken 1 calls
> (last was 533 secs ago)
> >    Callers:
> >       1. SIP/Trunk-0000eb1e (wait: 0:45, prio: 0)
>
> My question is: when Alice gets off the phone, which call will she get? My
> expectation is that she will get the call which has been waiting longer,
> but I'm not sure that's actually the case.
>
> Alex Forster
>



-- 
Loway - home of QueueMetrics - http://queuemetrics.com
Test-drive WombatDialer beta @ http://wombatdialer.com
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