[asterisk-users] Dynamic Agents in a queue

[David Wessell]

Kevin,

Thanks for the response.

We are on the same page..

The only problem that we have with the penalties is that a call can get 'stuck' on an agent in this scenario.

If they walk away and forget to log off, or go DND than the call will ring with them over and over and not move onto the next penalty level.

Is this the same behavior that you have seen?

Thanks
David


On Feb 28, 2013, at 5:55 PM, Kevin Larsen <kevin.larsen at pioneerballoon.com<mailto:kevin.larsen at pioneerballoon.com>> wrote:



From:        David Wessell <david at ringfree.biz<mailto:david at ringfree.biz>>
To:        Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users at lists.digium.com<mailto:asterisk-users at lists.digium.com>>,
Date:        02/28/2013 04:34 PM
Subject:        [asterisk-users] Dynamic Agents in a queue
Sent by:        asterisk-users-bounces at lists.digium.com<mailto:asterisk-users-bounces at lists.digium.com>
________________________________



Hi,

We have a queue running with dynamic agents in asterisk 1.8.12.0 and FreePBX 2.10.

We are using the linear ring style.

Calls are going to the agents in the order in which they log in.

Is there a way to send calls to an agents in a specific listed order and not in the order that they log in?

That is (assuming agent logged in).

Agent1
Agent3
Agent5.

So calls would always go to Agent1 if he's logged in, than down to 3, and finally to agent 5?

Thanks
David

P.S. This seems to work fine with static agents, just not dynamic agents.


I can interpret your question in one of two ways, so if my explanation below is not what you want, please forgive me.

I think your best bet is in your code where you add the queue member you want to assign a penalty to that queue member.

For instance, Using your example above, suppose you had Agent 1 through Agents 5. Assign queue penalties of 10, 20, 30, 40, and 50 to them, respectively. Now, using your example of 1, 3, and 5 logged in, as long as he is available, agent 1 will get a call. If he is not, it goes to agent 3. If 1 and 3 are not available, it goes to 5.

However, this does mean that Agent 1 will take more calls as anytime he is available it will ring him without attempting the other agents.

We use this as some agents are primary on one queue, but secondary or tertiary on other queues. That way if the primary people are all busy, they will fall through to their backups, but if they are available it will always prefer them.

We store the queue levels in the asterisk database and when the agents log in, it looks them up in the database and applies the appropriate penalty to the AddQueueMember command.

Hope this helps.

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