[Asterisk-Users] ACD calls to busy agents

[Jason Walker]

Have you tried the "incominglimit" parameter (or did she)?

I have found this to work pretty well when limiting the number of calls.
After monitoring the "full" log, I saw that incoming calls where
incrementing or decrementing the active call parameter for SIP agents. By
limiting the number of calls that the phone extension/user can accept at one
time limited the calls going to an agent.

I am still trying to figure out how to jump out of the dialplan when a call
comes into queue -- if anyone has any suggestions for that, it would be
greatly appreciated.

But in any event, for similar situations, limiting the number of calls for a
SIP agent seems to help in the calls coming in on top of another. 

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of J Thomas
Sent: Saturday, October 15, 2005 7:04 PM
To: asterisk-users at lists.digium.com
Subject: [Asterisk-Users] ACD calls to busy agents

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

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