[Asterisk-Users] queus & agents

[Dov Bigio]

No, I am using different Agent IDs, since I need agents to answer just one
queue at a time... that is, I need person A to answer to the sales queue
today, and the support queue tomorrow, and maybe both queues at the same
time on the day after... :(

So it seems that there is not easy solution for me... I'll try with an
external application using manager api to Pause agents on one queue when
they are busy on the other

Thank you
DOv



----- Original Message ----- 
From: "Johann" <johann.hoehn at ecommerce.com>
To: "Dov Bigio" <dovb at terra.com.br>; "Asterisk Users Mailing List -
Non-CommercialDiscussion" <asterisk-users at lists.digium.com>
Sent: Friday, January 13, 2006 6:38 PM
Subject: Re: [Asterisk-Users] queus & agents


> Dov Bigio wrote:
> > Hi all,
> >
> > I have agents who are members of more than one queue.
> >
> > When an agent is busy with queue A, he is not considered busy by queue
> > B, and receives call (since his EyeBeam Softphone has 6 channels).
>
> Are you using the same AgentID for the person being on both queue A and
queue B?
>
> > Besides that, I use a monitoring tool that connects through the manager
> > interfaces and run "show queues" and "show agents" to know agents
statuses.
> >
> > I need Asterisk to consider the agent busy for both Queues when he is
> > actually answering any queue.
> > Is there a way to do this?
>
> If your users have more than one AgentID they will get a call for each of
those
> AgentIDs.
>
> There is a slight side affect to this however, if you are using callback
agents.
>   Then the user is automatically marked as available in both queues or
logged
> off in both(and also on a call if either queue sends them a call).
>
> Agents and Queues only care about the AgentID...if multiple AgentIDs go to
the
> same place the queue/agent system does not check nor care.
>
> > It could even be a solution that would Pause the agent on the second
> > queue while he is busy with the first (is there a way to do this inside
> > the dialplan?).. I wouldn't link to have to do an external application
> > to listen to events and pause the agents outside Asterisk...
> >
> > Thank you
> > Dov
> >
> >
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