On 02/03/2011 04:53 PM, Mike wrote:
Hi,
I’ve been playing with agent penalties (Asterisk 1.6.2.16). I’ve set up
multiple agents, and as documented agents with the lowest penalty value
get called first. The issue I have is that if the agent with the very
lowest penalty does not answer, instead of going with to the second best
agent the queue rings the same agent over and over and over again.
I’ve realized that it will only ring the second best agent only if the
first is unavailable or paused or inuse, but what happens when he`s on a
bathroom break? I`d like the queue to call them in order but not be
infatuated with its favorite agent. I know I could implement a log in
log off system, which I have done for other queues, but this queue needs
to be kept simple with no agent intervention when they leave for a few
minutes.
The Queue() application can automatically pause members who fail to
answer; this would be the solution to your problem. With that solution
in place, though, the agent will still need to be able to un-pause when
they return to their desk, and since that is the case, they really
should be taught to go on pause when they leave their desk as well :-)
--
Kevin P. Fleming
Digium, Inc. | Director of Software Technologies
445 Jan Davis Drive NW - Huntsville, AL 35806 - USA
skype: kpfleming | jabber: [email protected]
Check us out at www.digium.com & www.asterisk.org
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