Dov Bigio wrote:
No, I am using different Agent IDs, since I need agents to answer just one
queue at a time... that is, I need person A to answer to the sales queue
today, and the support queue tomorrow, and maybe both queues at the same
time on the day after... :(
Well not completely. You are free to use callback agents and then dynamically
add or remove them from various queues throughout the week. You can have a
static member of a queue(defined in queues.conf) and dynamically remove and add
them however you want...just that when Asterisk reloads or starts up they will
automatically be a member.
You can make a menu or some special extensions for use that will do the add and
removing for you. If it is a change that is always done and you don't want the
end users to do you it, you could make a script that will run on a specific day
of the week and do the (asterisk -rx "add queue member Agent/foo to
queueA";asterisk -rx "remove queue member Agent/foo from queueB") in crontab.
Depends on your needs, I suggest looking at what may change in the future and
making it easy to modify down the road.
So it seems that there is not easy solution for me... I'll try with an
external application using manager api to Pause agents on one queue when
they are busy on the other
That will likely work, however you may want to try one of the above first. I
can give you a better example of the above with more information off list.
--johann
Thank you
DOv
----- Original Message -----
From: "Johann" <[EMAIL PROTECTED]>
To: "Dov Bigio" <[EMAIL PROTECTED]>; "Asterisk Users Mailing List -
Non-CommercialDiscussion" <[email protected]>
Sent: Friday, January 13, 2006 6:38 PM
Subject: Re: [Asterisk-Users] queus & agents
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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