Thanks, That will fix my problem... And agent skills, is that possible too??
Thanks again Pedro Nunes -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tom Rymes Sent: quarta-feira, 12 de Outubro de 2005 23:39 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD/queues question On Oct 12, 2005, at 1:30 PM, Pedro Nunes wrote: > Hi there, > > Does anyone know how to setup an overflow queue? When a call rings > on the queue A, if all agents were busy, the call goes to the queue B. > > If all agents in queue B were busy, then the call stays on both > queues until somebody answers it. > > I think this is a basic ACD feature available on most PBX that > support ACD functionality. > > Does anybody knows how to do it with asterisk?? > > Thanks in advance > > Pedro Nunes What we have done is to set up a single queue that all calls come into. For the agents that we want to be our "Front Line" (i.e.: Customer Service Reps), we give them a penalty of 0. Our "Overflow" group (i.e.: Customer service reps who are also dealing with walk-in customers and therefore should not be bothered unless we're really busy) gets a penalty of 1, and our "Last Resort" (i.e.: Everyone else) people get a penalty of 2. That way, all of the calls are answered by our front line people, unless they are all busy/unavailable. Then, and only then, the calls start going to our overflow people, and if they are also all unavailable, the calls go to our last resort people. Seeing as how we have more than 23 people between the three groups, there should technically be no waiting on hold in the queue, even with the PRI saturated. I don't know if this is what you are looking for, but it works extremely well for us. To whomever coded this feature, THANK YOU! To set this up, just edit the queues.conf file and add the penalty to each agent's "member =>" line like this: ; Front-line - Penalty of 0 member => 100,0 ; Overflow - Penalty of 1 member => 101,1 ;Last Resort - Penalty of 2 member => 102,2 Hope that proves useful to someone.... Tom _______________________________________________ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users _______________________________________________ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users