No subject
Fri Sep 2 03:59:05 CDT 2011
1. Does "Wrap-Up-Time" apply to all queue agents/extensions that just rang,=
or only the one who actually answered the call (I assume the latter)?
2. Does the "Member Delay" delay the ringing of new calls to agents, or onl=
y come into play AFTER the agent answers the ringing call?
Any other suggestions for how I can resolve this issue? I am wondering whet=
her "Agent Timeout" or "Agent Timeout Restart" (or a combination of both) m=
ay be able to help me here. It sounds like the 2nd option may help me. But =
I'm not familiar with exactly how it would work in this situation.
Anyway, that's it. As for some background, we initially were using ring gro=
ups, but realized that these phones do NOT have the ability to handle a 2nd=
ringing call. So in the event that 2 inbound calls rang within a few secon=
ds, asterisk would send the first to all phones, and then when tyring to se=
nd the 2nd, would receive a BUSY message from the phones (because they were=
busy processing a ring for the first caller), and the 2nd caller would win=
d up going straight to the unavilable destination for the ring group, inste=
ad of eventually ringing through to the phones after someone answered the f=
irst call.
I greatly appreciate your help & insight with this issue!
-
Doug Mortensen
Network Consultant
Impala Networks Inc
CCNA, MCSA, Security+, A+
Linux+, Network+, Server+
.
www.impalanetworks.com<http://www.impalanetworks.com>
P: (505) 327-7300
F: (505) 327-7545
.
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span style=3D'c=
olor:#1F497D'>So I found a good description of the timeoutrestart setting h=
ere </span><a href=3D"https://issues.asterisk.org/view.php?id=3D12690=
#87263">https://issues.asterisk.org/view.php?id=3D12690#87263</a>. It defin=
itely isn’t what I’m looking for. So I think I may be left with=
two options:<o:p></o:p></p><p class=3DMsoNormal><o:p> </o:p></p><p cl=
ass=3DMsoNormal>1. Set “Skip Busy Agents” to No. (not sure how =
this will work with my KIRK phones. Currently I have call-waiting disabled =
on these phones, as they are not intuitive for handling a 2<sup>nd</sup> ca=
ll while already on the phone with 1 call. So I’m not sure whether as=
terisk would continue to try to send the queue calls these phones (during t=
his split second while the phones are still reporting a status of Ringing/B=
USY), or whether it would actually send the call to the extension’s V=
M (which would be even worse)……<o:p></o:p></p><p class=3DMsoNor=
mal>2. Manually adjust the diaplan to introduce some delay after a ringing =
queue call is answered by an agent, but before the subsequent call ring the=
queue agents. If this becomes the solution, I may need some assistance (al=
though I’m sure I’d eventually figure it out).<o:p></o:p></p><p=
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>Again, your he=
lp is appreciated.<span style=3D'color:#1F497D'><o:p></o:p></span></p><p cl=
ass=3DMsoNormal><span style=3D'color:#1F497D'><o:p> </o:p></span></p><=
div><p class=3DMsoNormal><span style=3D'color:#003300'>-<o:p></o:p></span><=
/p><p class=3DMsoNormal><span style=3D'color:#003300'>Doug Mortensen<o:p></=
o:p></span></p><p class=3DMsoNormal><span style=3D'color:#003300'>Network C=
onsultant<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'color:#0=
03300'>Impala Networks<o:p></o:p></span></p><p class=3DMsoNormal><span styl=
e=3D'color:#003300'>P: 505.327.7300<o:p></o:p></span></p><p class=3DMsoNorm=
al><span style=3D'color:#1F497D'>.<o:p></o:p></span></p></div><p class=3DMs=
oNormal><span style=3D'color:#1F497D'><o:p> </o:p></span></p><div><div=
style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in =
0in'><p class=3DMsoNormal><b><span style=3D'font-size:10.0pt;font-family:"T=
ahoma","sans-serif"'>From:</span></b><span style=3D'font-size:10.0pt;font-f=
amily:"Tahoma","sans-serif"'> Douglas Mortensen [mailto:doug at impalanetworks=
.com] <br><b>Sent:</b> Monday, November 21, 2011 9:56 AM<br><b>To:</b> 'ast=
erisk-users at lists.digium.com'<br><b>Subject:</b> [asterisk-users] queue rin=
g delay<o:p></o:p></span></p></div></div><p class=3DMsoNormal><o:p> </=
o:p></p><p class=3DMsoNormal>Hi,<o:p></o:p></p><p class=3DMsoNormal><o:p>&n=
bsp;</o:p></p><p class=3DMsoNormal>Does a parameter exist for a queue to de=
lay ringing/sending a caller to all agent phones after the previous call is=
answered by an agent? My queue ring strategy is set to ringall. I am using=
Polycom KIRK wireless DECT SIP phones. And it looks like the KIRK wireless=
server may need a split send to realize all wireless phones are no longer =
ringing (busy) after 1 call rings & is unanswered, prior to sending a 2=
<sup>nd</sup> call.<o:p></o:p></p><p class=3DMsoNormal><o:p> </o:p></p=
><p class=3DMsoNormal>In other words, I think that what we are currently ex=
periencing is this: Incoming call gets routed to our queue. It rings all ph=
ones. In the meantime, a 2<sup>nd</sup> caller gets routed to our queue (in=
line behing the first caller that is currently ringing our phones). One qu=
eue agent answers the first phone call in the queue. Asterisk immediately s=
tarts ringing all queue agent extensions again with the 2<sup>nd</sup> call=
er. However, most of the agents extensions are reporting busy, and so their=
phones don’t ring. The 2<sup>nd</sup> caller may wind up getting rou=
ted to our queue fallback destination.<o:p></o:p></p><p class=3DMsoNormal><=
o:p> </o:p></p><p class=3DMsoNormal>So it seems to me that asterisk is=
sending the 2<sup>nd</sup> call to the queue agents before their phones ar=
e ready (i.e. before the KIRK Wireless Server is able to realize that they =
are no longer ringing [busy] from the first caller).<o:p></o:p></p><p class=
=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>So I’m thinkin=
g that if I can introduce some type of delay of 500ms-1 second AFTER a queu=
e call rings all phones, but before a subsequent call is permitted to ring =
all phones, my problem will be solved.<o:p></o:p></p><p class=3DMsoNormal><=
o:p> </o:p></p><p class=3DMsoNormal>I am using FreePBX. I know this is=
not the place to get FreePBX support, but I believe that the FreePBX gui i=
s just providing a front-end for standard asterisk features & parameter=
s behind the scenes. I am on Digium AsteriskNOW with asterisk 1.6. I also b=
elieve that this mailing list may be the best source of community support f=
or asterisk, so I am posting here. :-)<o:p></o:p></p><p class=3DMsoNormal><=
o:p> </o:p></p><p class=3DMsoNormal>From within FreePBX, in the queue =
configuration, I have a parameter for “Wrap-Up-Time” and “=
;Member Delay”. My questions would be:<o:p></o:p></p><p class=3DMsoNo=
rmal>1. Does “Wrap-Up-Time” apply to all queue agents/extension=
s that just rang, or only the one who actually answered the call (I assume =
the latter)?<o:p></o:p></p><p class=3DMsoNormal>2. Does the “Member D=
elay” delay the ringing of new calls to agents, or only come into pla=
y AFTER the agent answers the ringing call?<o:p></o:p></p><p class=3DMsoNor=
mal><o:p> </o:p></p><p class=3DMsoNormal>Any other suggestions for how=
I can resolve this issue? I am wondering whether “Agent Timeout̶=
1; or “Agent Timeout Restart” (or a combination of both) may be=
able to help me here. It sounds like the 2<sup>nd</sup> option may help me=
. But I’m not familiar with exactly how it would work in this situati=
on.<o:p></o:p></p><p class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoN=
ormal>Anyway, that’s it. As for some background, we initially were us=
ing ring groups, but realized that these phones do NOT have the ability to =
handle a 2<sup>nd</sup> ringing call. So in the event that 2 inbound calls =
rang within a few seconds, asterisk would send the first to all phones, and=
then when tyring to send the 2<sup>nd</sup>, would receive a BUSY message =
from the phones (because they were busy processing a ring for the first cal=
ler), and the 2<sup>nd</sup> caller would wind up going straight to the una=
vilable destination for the ring group, instead of eventually ringing throu=
gh to the phones after someone answered the first call.<o:p></o:p></p><p cl=
ass=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>I greatly appreci=
ate your help & insight with this issue!<o:p></o:p></p><p class=3DMsoNo=
rmal>-<o:p></o:p></p><p class=3DMsoNormal><span style=3D'font-size:14.0pt'>=
Doug Mortensen<o:p></o:p></span></p><p class=3DMsoNormal>Network Consultant=
<o:p></o:p></p><p class=3DMsoNormal><b>Impala Networks Inc<o:p></o:p></b></=
p><p class=3DMsoNormal><span style=3D'font-size:10.0pt'>CCNA, MCSA, Securit=
y+, A+<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:1=
0.0pt'>Linux+, Network+, Server+<o:p></o:p></span></p><p class=3DMsoNormal>=
.<o:p></o:p></p><p class=3DMsoNormal><span style=3D'font-size:10.0pt'><a hr=
ef=3D"http://www.impalanetworks.com">www.impalanetworks.com</a><o:p></o:p><=
/span></p><p class=3DMsoNormal><span style=3D'font-size:10.0pt'>P: (505) 32=
7-7300<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:1=
0.0pt'>F: (505) 327-7545<o:p></o:p></span></p><p class=3DMsoNormal>.<o:p></=
o:p></p><p class=3DMsoNormal><o:p> </o:p></p></div></body></html>=
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