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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">If after 60 seconds you mean ’60 seconds of caller hold time’ then set up another queue as overflow,
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">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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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-bounces@lists.digium.com]
<b>On Behalf Of </b>Steve Davies<br>
<b>Sent:</b> Thursday, May 11, 2017 7:18 AM<br>
<b>To:</b> Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users@lists.digium.com><br>
<b>Subject:</b> [asterisk-users] Using queue priorities to add agents<o:p></o:p></span></p>
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<p class="MsoNormal">Hi,<o:p></o:p></p>
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<p class="MsoNormal">I have a scenario that I am failing to implement using the Queue app, but which I had thought would be commonplace...<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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:<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">queues.conf:<o:p></o:p></p>
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<p class="MsoNormal">member => SIP/dev1,0,Agent1<o:p></o:p></p>
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<p class="MsoNormal">member => SIP/dev2,0,Agent2<o:p></o:p></p>
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<p class="MsoNormal">member => SIP/dev3,1,Agent3 is overflow<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Help? Is what I want possible?<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Thanks,<o:p></o:p></p>
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<p class="MsoNormal">Steve<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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