[asterisk-users] Queue Penalties not working properly

Tue Aug 5 13:22:43 CDT 2008

Syed Nasruddin wrote:
> Hi,
>
> Actully the way I want the penalties functionality to behave it is not
> doing it accordingly. I am right now using ringall. Set penalty 1 for
> one agent and 2 for secnd agent. All the calls come in and go to first
> agent#1 having penalty one. But the second call also go to agent#1 and
> start waiting for it to be free rather it should have gone to penalty
> two agent#2
>
> I have added call-limit=1 for bot sip accounts. And started the
> services. Still find the status wrong.
>
> nasr
>
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Atis
> Lezdins
> Sent: Tuesday, August 05, 2008 7:03 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [asterisk-users] Queue Penalties not working properly
>
> On Tue, Aug 5, 2008 at 5:27 PM, Syed Nasruddin <nasruddin at ncel.com.pk>
> wrote:
>   
>>  Cannot i use ringall strategy with penalties???
>>
>> Will rrmemory will fullfil my requirement??
>>     
>
> rrmemory isn't ringall, it won't ring all members. But yes - you can
> use ringall with penalties.
>
>   
>> My requirements:
>>
>>
>> 1. 10 Call Center Agents.
>>
>> 2.   All the calls coming in will ALWAYS be routed to specific 5
>>     
> agents,
>   
>> firstly.
>>
>> 3. IF ALL the first 5 agents are busy then ONLY then the call will be
>> routed to next 5 Agents.
>>
>>
>> Moreover why my queue status shows my agent as NOT IN USE while in
>>     
> fact
>   
>> it is busy answering the call??
>>     
>
> What you are seeing is caused by status NOT IN USE. You have to set
> call-limit in sip.conf for all your phones, to any value, so that
> device states work correctly, and queue can know that those phones are
> busy. Now you probably can see in CLI that queue is sending second
> call to first agent(s).
>
> Regards,
> Atis
>
>
>
>   
>> Thanks
>>
>> Syed nasr
>>
>>
>> -----Original Message-----
>> From: asterisk-users-bounces at lists.digium.com
>> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Steve
>> Totaro
>> Sent: Tuesday, August 05, 2008 5:59 PM
>> To: Asterisk Users Mailing List - Non-Commercial Discussion
>> Subject: Re: [asterisk-users] Queue Penalties not working properly
>>
>> On Tue, Aug 5, 2008 at 8:47 AM, Robin Rodriguez
>> <rrodriguez at staff.atlantic.net> wrote:
>>     
>>> Syed Nasruddin wrote:
>>>       
>>>> Hi,
>>>>
>>>> I am using Asterisk 1.4.18. I am implementing Penalties for my
>>>>         
>> agents.
>>     
>>>> What is happening: two agents configuired one agent with penalty 1
>>>>         
>> and
>>     
>>>> the other with penalty 2. All the calls must go first to Agent 1 and
>>>> if his line is busy then only then agent 2 will get the call.
>>>>         
> However
>   
>>>> my queues are not behaving in this manner. I have impmemnted ringall
>>>> strategy. Now when first call comes it ends up with agent 1, when
>>>> secnd call comes it continue wait in queue and doesn't go to agent 2
>>>> and when agent one is free it goes to this agent.
>>>>
>>>> I have set penalties in queue.conf. I have monitered my queue and
>>>> witnessed that my agent1 status shows Not In Use and Agent 2 also
>>>>         
>> same
>>     
>>>> status is this the reason behind this. I have copied my queue show
>>>> results below.please help . how do I change this stauts problem
>>>>
>>>> callcenter*CLI> queue show
>>>>
>>>> myqueue has 0 calls (max unlimited) in 'ringall' strategy (14s
>>>> holdtime), W:0, C:2, A:0, SL:0.0% within 0s
>>>>
>>>> Members:
>>>>
>>>> SIP/1001 with penalty 1 (Not in use) has taken 2 calls (last was
>>>>         
> 2233
>   
>>>> secs ago)
>>>>
>>>> SIP/1000 with penalty 2 (Not in use) has taken no calls yet
>>>>
>>>> No Callers
>>>>
>>>> Syed nasr
>>>>
>>>>
>>>>         
>>> You need to use the "linear" queue strategy, it is in 1.6 or there is
>>>       
>> a
>>     
>>> backport to 1.4
>>>
>>> --
>>> Robin Rodriguez
>>> VoIP/Telecom Engineer
>>> Atlantic.net
>>> 1-800-211-9496
>>>
>>>       
>> Robin, round robin
>>
>> _______________________________________________
>> -- Bandwidth and Colocation Provided by http://www.api-digital.com --
>>
>> AstriCon 2008 - September 22 - 25 Phoenix, Arizona
>> Register Now: http://www.astricon.net
>>
>> asterisk-users mailing list
>> To UNSUBSCRIBE or update options visit:
>>   http://lists.digium.com/mailman/listinfo/asterisk-users
>>
>> _______________________________________________
>> -- Bandwidth and Colocation Provided by http://www.api-digital.com --
>>
>> AstriCon 2008 - September 22 - 25 Phoenix, Arizona
>> Register Now: http://www.astricon.net
>>
>> asterisk-users mailing list
>> To UNSUBSCRIBE or update options visit:
>>   http://lists.digium.com/mailman/listinfo/asterisk-users
>>
>>     
>
>
>
>   
Very carefully reread the descriptions on penalties and queue strategies 
on voip-info.org, the first time I tried to do what you want I was 
confused too, but I assure you if you read about the linear strategy you 
will find what you need.

Robin

-- 
Robin Rodriguez
VoIP/Telecom Engineer
Atlantic.net
1-800-211-9496