<font face="verdana,sans-serif">Hello,<br><br>I have Elastix ISO install (FreePBX 2.7.0.3)<br><br>My current Setup is as follows:<br>Inbound Route > Queue > (Dynamic Agents)<br><br>The queue distributes calls based on rrMemory.<br>
<br>I have been asked to redesign the call distribution as follows:<br><br>Calls will be delievered to Level-1 Agents (say 4 dynamic agents) in rrMemory format.<br>When Level-1 Agents are busy, distribute calls to Level-2 Agents (say 3 dynamic agents) in rrMemory format.<br>
When Level-2 Agents are busy, distribute calls to Level-3 Agents (say 2 dynamic agents) in rrMemory format.<br><br>Is it possible to setup the call distribution in the above format using any kind of logic or algorithm ?<br>
<br>I tried using Penalties function in Queues.<br>Created 2 penalties : 0 (level-1) and 1000 (level-2) and assigned penalties to agents (static)<br>I made a few test calls, but Level-2 agents were delivered calls inspite of Level-1 agents being available.<br>
<br>Any help or pointers are appreciated.<br><br>Thx,<br>Vai<br></font>