[Asterisk-Users] Queue only ringing one agent at a time

[Greg Boehnlein]

On Fri, 12 Dec 2003, Derek Barber wrote:

> but, if this is case then how can you run a call center with asterisk? 
> What if you have 40 simultaneous calls coming into the call center, most
> calls would be missed, even if you have 40 available agents.  Of course
> one call should go to one agent, but if a second call, or a third call
> joins the queue, shouldn't they also go to agents as well?  

Is it possible that the phone can handle multiple calls, so that both 
callers are actually ringing on the first phone? 





> 
> derek
> 
> On Fri, 2003-12-12 at 13:33, Brian West wrote:
> > Its going to try one at a time till its answered thats how its designed.
> > Trying to call more than one person at a time might cause more drama than
> > its worth.  Just tell your agents to answer their phones faster... if they
> > dont fire them.
> > 
> > bkw
> > 
> > On Thu, 11 Dec 2003, Markus Mayer wrote:
> > 
> > > Ok, so let me briefly describe our setup and what exactly happens (this
> > > is a test environment):
> > >
> > > 4 phones, 2 logged into the one queue, the other 2 phones used to dial
> > > into the queue.
> > >
> > > One of the non-queue phones dials the queue number, one of the queue
> > > phones rings. Now (while this phone is still ringing) the second
> > > non-queue phone dials the queue also -- but nothing happens. The person
> > > on this phone gets a ring-tone (just like the first), but still only the
> > > first queue-phone actually rings (because of the first call), the second
> > > queue-phone is silent (it should be ringing, though, because of the 2nd
> > > call). So there's 2 people phoning the queue (both hearing ring tones),
> > > 2 phones in the queue ready to answer incoming calls, but only the first
> > > phone is ringing.
> > >
> > > If, however, the first queue-phone (the one that's ringing) is picked
> > > up, then finally the second queue-phone starts ringing, announcing the
> > > 2nd call that's already been waiting in the queue for a while, hearing a
> > > ring tone. Why aren't those two queue phones ringing simultaneously if
> > > there's more than one incoming call (one phone for each call)?
> > >
> > > Note that we want only one phone ringing for each incoming call (so
> > > ringall doesn't work for us), but we also want more than one phone
> > > ringing if there's more than one call coming in at the same time.
> > >
> > > Thanks,
> > > Markus
> > >
> > > On Thu, 2003-12-11 at 14:36, Brancaleoni Matteo wrote:
> > > > so, from queues.conf.sample
> > > >
> > > > A strategy may be specified.  Valid strategies include:
> > > >
> > > > ringall - ring all available channels until one answers (default)
> > > > roundrobin - take turns ringing each available interface
> > > > leastrecent - ring interface which was least recently called by this
> > > > queue
> > > > fewestcalls - ring the one with fewest completed calls from this queue
> > > > random - ring random interface
> > > >
> > > > matteo
> > > >
> > > >
> > > > Il gio, 2003-12-11 alle 23:34, Derek Barber ha scritto:
> > > > > That does get both phones ringing, however that is not the solution
> > > > > problem we are having.  We need the queue to work in leastrecent mode.
> > > > > If there is only one call in the queue only one agent's phone should
> > > > > ring.  However, if there is two calls in the queue then two agent's
> > > > > phones should ring.  Three calls, three phones, etc.  The problem we are
> > > > > having is that if there is two calls in the queue, instead of ringing
> > > > > two agent phones, it only rings one agent's phone.  And thus callers are
> > > > > sitting in the queue when they don't have to be, because there is an
> > > > > available agent to take their call, but that agent's phone doesn't ring.
> > > > >
> > > > > does that explain things better?
> > > > >
> > > > > derek
> > > > >
> > > > > On Thu, 2003-12-11 at 14:14, Brancaleoni Matteo wrote:
> > > > > > strategy=ringall
> > > > > > in queues.conf
> > > > > >
> > > > > > matteo
> > > > > >
> > > > > > Il gio, 2003-12-11 alle 23:18, Derek Barber ha scritto:
> > > > > > > Hello!
> > > > > > >
> > > > > > > We are having an interesting problem with the queue.  What is happening
> > > > > > > is that no matter how many agents are logged into the queue, only one
> > > > > > > phone will ring at one time.  So, for example, if we have two agents in
> > > > > > > the queue and two incoming calls.  The first incoming call will ring on
> > > > > > > one of the agent phones, but the second agent's phone will not ring
> > > > > > > until the first agent picks up the phone.  Both incoming calls are in
> > > > > > > the queue, I have tested and confirmed that, and both agents are in the
> > > > > > > queue and available.  However, only one phone is able to ring at one
> > > > > > > time.
> > > > > > >
> > > > > > > Has anyone seen this problem or know of any solutions?
> > > > > > >
> > > > > > > Thanks,
> > > > > > > Derek
> > >
> > >
> > > _______________________________________________
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> > >
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