[Asterisk-Users] ACD calls to busy agents

[Tom Rymes]

That's a good idea, but it does not help when the agent receives a  
call from the queue. If an agent has call-waiting enabled (at least  
on our 7940 Ciscos...) the queue will send another incoming call  
while the agent is still on the phone withthe last call sent to them  
from the queue.

Is that not the case? Have I misconfigured something?

Tom

On Oct 16, 2005, at 3:28 AM, Julian Lyndon-Smith wrote:

> Have you tried the "PauseQueueMember" application in the dialplan ?
>
> If the agent makes an outbound call, before the dial() call  
> PauseQueuemember - and UnPauseQueuemember when the call is  
> complete. The system should not then send any agent calls through,  
> but all other calls (direct / internal) should come through.
>
> This is in 1.2b1 and CVS-HEAD.
>
> HTH
>
> Julian.
>
> Tom Rymes wrote:
>
>> I don't know how to make this happen, and I don't even think it  
>> is  really possible given the current Queue app, but this would be  
>> a very  nice feature to have. The queue shouldn't pass a call to  
>> an agent if  they are already on a call from the queue, but an  
>> incoming call from  another internal extension, or even a DID  
>> ought to be able to get  through.
>> Consider this a feature request?
>> Tom
>> On Oct 15, 2005, at 10:04 PM, J Thomas wrote:
>>
>>> 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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