[Asterisk-Users] ACD calls to busy agents

[J Thomas]

One of my friends is facing this problems and I could not find any
solution to that. Hence this post.

In her Asterisk PBX, she has programmed about 10 agents, and strategy is
rrmemory. Everything works fine. When an agent has received an ACD call,
another call is not presented to him as long as he is on the ACD call.

However when an agent has made an outgoing call, he is still presented
another ACD call when his turn comes. This results in unnecessary delay
in answering that call.

Taking out call waiting is not an option, as an agent can also get a
direct dialed call, and he should be able to pick up that call even when
he is on another call.

Is there a way so that a busy agent (whether busy because of an incoming
call, or outgoing call) is not presented another ACD call?

Thanks,
-- jt