<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=Content-Type content="text/html; charset=us-ascii">
<META content="MSHTML 6.00.6000.16441" name=GENERATOR></HEAD>
<BODY>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>Hey
Everyone,</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=230213819-17052007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>Have a couple of
questions here..</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=230213819-17052007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>Scenario
1:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>We are working with
a client that currently has one support queue with about 10 agents. They
are starting to get pretty long hold times for their customers and they have
requested three queues. Queue 1 will have a timeout of 4 minutes.
After that it will move to Queue 2 which has a default timeout of 3
minutes. After that we will transfer the call to the receptionist who will
either take a message or put them back in the queue with a higher priority if
they want to continue to hold. Queue 2 will have more agents in that queue
plus the agents that were in Queue 1.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=230213819-17052007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=230213819-17052007>Question:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>Can I have the same
agents in multiple queues to work the way I'm thinking above? So if the
caller reaches Queue 2 the agents from Queue 1 will be available if they get off
a call, plus new agents are added into Queue 2.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=230213819-17052007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>So I'm thinking
something like:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>exten =>
s,1,Queue(support1)</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>exten =>
s,2,Queue(support2)</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>exten =>
s,3,Dial(SIP/${RECEPTIONIST})</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=230213819-17052007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=230213819-17052007>Then the
receptionist would just dial a special extension which would add priority=10 to
the queue.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=230213819-17052007></SPAN></FONT> </DIV>
<DIV><SPAN class=230213819-17052007><FONT face=Arial size=2>Scenario
2:</FONT></SPAN></DIV>
<DIV><SPAN class=230213819-17052007><FONT face=Arial size=2>This same customer
is starting to sell their product internationally. They are purchasing
VOIP DID's from various countries for local calls from that area. Would
this just be like setting up a regular VOIP line to register the account in
sip.conf and then creating a context for those countries so we know where they
are coming from?</FONT></SPAN></DIV>
<DIV class=Section1>
<DIV>
<P class=MsoNormal> <SPAN class=230213819-17052007><FONT face=Arial
size=2>Thanks for helping me think through this!</FONT></SPAN></P>
<P class=MsoNormal><SPAN class=230213819-17052007><FONT face=Arial
size=2> - Jason</FONT></SPAN></P></DIV></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV></BODY></HTML>