Dov Bigio wrote:
Hi all,
I have agents who are members of more than one queue.
When an agent is busy with queue A, he is not considered busy by queue
B, and receives call (since his EyeBeam Softphone has 6 channels).
Are you using the same AgentID for the person being on both queue A and queue B?
Besides that, I use a monitoring tool that connects through the manager
interfaces and run "show queues" and "show agents" to know agents statuses.
I need Asterisk to consider the agent busy for both Queues when he is
actually answering any queue.
Is there a way to do this?
If your users have more than one AgentID they will get a call for each of those
AgentIDs.
There is a slight side affect to this however, if you are using callback agents.
Then the user is automatically marked as available in both queues or logged
off in both(and also on a call if either queue sends them a call).
Agents and Queues only care about the AgentID...if multiple AgentIDs go to the
same place the queue/agent system does not check nor care.
It could even be a solution that would Pause the agent on the second
queue while he is busy with the first (is there a way to do this inside
the dialplan?).. I wouldn't link to have to do an external application
to listen to events and pause the agents outside Asterisk...
Thank you
Dov
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