[asterisk-users] Complex Call Distribution

[RSCL Mumbai]

Hello,

I have Elastix ISO install (FreePBX 2.7.0.3)

My current Setup is as follows:
Inbound Route > Queue > (Dynamic Agents)

The queue distributes calls based on rrMemory.

I have been asked to redesign the call distribution as follows:

Calls will be delievered to Level-1 Agents (say 4 dynamic agents) in
rrMemory format.
When Level-1 Agents are busy, distribute calls to Level-2 Agents (say 3
dynamic agents) in rrMemory format.
When Level-2 Agents are busy, distribute calls to Level-3 Agents (say 2
dynamic agents) in rrMemory format.

Is it possible to setup the call distribution in the above format using any
kind of logic or algorithm ?

I tried using Penalties function in Queues.
Created 2 penalties : 0 (level-1) and 1000 (level-2) and assigned penalties
to agents (static)
I made a few test calls, but Level-2 agents were delivered calls inspite of
Level-1 agents being available.

Any help or pointers are appreciated.

Thx,
Vai
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