[Asterisk-Users] ACD calls to busy agents

[Julian Lyndon-Smith]

Tom Rymes wrote:
> 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?

The Queue should not be sending a call to an agent that is marked as 
"paused", that is what the pause was desigined for. Are you using more 
than 1 queue with the same agent ?
> 
> Tom
> 

Julian

> 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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>>
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> 
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