[asterisk-users] Delay in Call Distribution using the Queue Application

[Tom Rymes]

On Jan 15, 2007, at 2:22 PM, mbodbg at gmx.net wrote:

> Hello all,
>
> we're using asterisk 1.2.12.1 in an Inbound callcenter using the  
> queue application. If there are many calls in the queue, it  
> sometimes takes up to 30 Seconds before a call is distributed to an  
> agent.
>
> For example there are 10 callers in the queue, an Agent is  
> finishing a call and it takes up to 30 seconds before his phone  
> rings again. We're already set the "wrapuptime" parameter in  
> "queues.conf" to 0, for my point of view an agent phone that  
> becomes available again should ring immediately after hanging up a  
> call.
>
> Does anybody know if there are any known issues or restrictions in  
> the queue application in version 1.2.12.1?

You may be running into the limitation in Asterisk 1.2 (It's fixed in  
1.4, I think.... double check that) in how the queues distribute  
calls. Basically, the queue can only distribute one call at a time,  
so if you have two agents, both available, and two calls in the  
queue, asterisk will send call #1 to agent #1 first. Once that call  
is connected, Asterisk will then send  call #2 to agent #2. In other  
words, until asterisk distributes the first call, it can't distribute  
any other calls waiting in line.

One nasty side effect of this is that an agent who fails to log out  
and leaves their desk will add 30 seconds or so (the amount of time  
their phone rings before the queue gives up and tries the next agent)  
wait time to all of the calls waiting in the queue.

Tom