[Asterisk-Users] A few queue questions

[Johann]

Matt,

Matt wrote:
> #1 - Is there anyway to 'cancel a wrap'?  That is.. when an agent is
> waiting their 45 seconds or so for the next call, is there anyway to
> cancel that and continue taking calls?

Not that I know of.  What I've done is setup extensions that call 
PauseQueueMember() and UnpauseQueuemember() that the employees use if they need 
longer time and set the default wrapuptime to be very small amount.  However, 
I've had to make some automated reports that detail how much pause time is used 
to prevent abuse.

> #2 - I have agents who log into multiple queues.  I have them staticly
> assigned to all queues, but they log in with their agent ids (defined
> in agents.conf).  It seems that they will be wrapping on queue "1",
> but a call from queue "2" will come in while they should still be
> wrapping.  Is this normal?  How can I get around it?

The wrapuptime specified in agents.conf will affect them regardless of them 
being in multiple queues.  The wrapuptime defined in queues.conf will only 
affect their standing for a specific queue and won't have any effect on the call 
distribution for any other queues they may be in.


--johann