[asterisk-users] Cascading Queues

[Jason Adams]

Hey Everyone,
 
Have a couple of questions here..
 
Scenario 1:
We are working with a client that currently has one support queue with
about 10 agents.  They are starting to get pretty long hold times for
their customers and they have requested three queues.  Queue 1 will have
a timeout of 4 minutes.  After that it will move to Queue 2 which has a
default timeout of 3 minutes.  After that we will transfer the call to
the receptionist who will either take a message or put them back in the
queue with a higher priority if they want to continue to hold.  Queue 2
will have more agents in that queue plus the agents that were in Queue
1.
 
Question:
Can I have the same agents in multiple queues to work the way I'm
thinking above?  So if the caller reaches Queue 2 the agents from Queue
1 will be available if they get off a call, plus new agents are added
into Queue 2.
 
So I'm thinking something like:
exten => s,1,Queue(support1)
exten => s,2,Queue(support2)
exten => s,3,Dial(SIP/${RECEPTIONIST})
 
Then the receptionist would just dial a special extension which would
add priority=10 to the queue.
 
Scenario 2:
This same customer is starting to sell their product internationally.
They are purchasing VOIP DID's from various countries for local calls
from that area.  Would this just be like setting up a regular VOIP line
to register the account in sip.conf and then creating a context for
those countries so we know where they are coming from?

 Thanks for helping me think through this!

 - Jason

 
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