[asterisk-users] Using queue priorities to add agents

[Alexander Lopez]

If after 60 seconds you mean ’60 seconds of caller hold time’ then set up another queue as overflow,

Set the first queue to timeout after 60 secs. Then send to the overflow queue with all agents/members as same priority.


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Alexander Lopez
OpSys Consulting Group
PO Box 49-1333
Key Biscayne, FL 33149
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From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Steve Davies
Sent: Thursday, May 11, 2017 7:18 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users at lists.digium.com>
Subject: [asterisk-users] Using queue priorities to add agents

Hi,

I have a scenario that I am failing to implement using the Queue app, but which I had thought would be commonplace...

1) (this bit works fine) I want a queue caller to have access to the basic set of agents initially, with an overflow to additional agents if they are busy - This is done using penalty:

queues.conf:
member => SIP/dev1,0,Agent1
member => SIP/dev2,0,Agent2
member => SIP/dev3,1,Agent3 is overflow

2) But, after 60 seconds, I want Agent 3 to be included whether the 1 and 2 are busy or not. None of the queuerules options seem to achieve this because regardless of which agents are included or not, the penalty used to group them is also penalising them.

Help? Is what I want possible?

PS. I did consider hacking the meaning of QUEUE_MIN_PENALTY so that it actually increases lower penalties to it's current value, thus putting them on an even footing, instead of blocking out agents.

Thanks,
Steve

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