I have a client that uses two queues for a customer support application. One queue is for english speaking customers. The other is for spanish.
This is a small company and they have one dedicated call agent for answering spanish calls. They don't get many spanish calls, so this agent is also part of the english queue. They wish to prioritize spanish queues for this agent over english. Without any manipulation the opposite is happening. They english queue seems to swamp the spanish queue. IE no mater how long a spanish queue member waits if there is an english queue call it will go to the spanish operator.
Try this in queues.conf:
[english] : : member => Agent/1000 member => Agent/1001 member => Agent/1002,5 ; this is the agent also on the spanish queue
[spanish] : : member => Agent/1002
I'm thinking that since agent #1002 has a penalty, * would select him/her last for calls in the english queue, leaving him free for the spanish queue.
Check the queues.conf file for more stuff on penalties assigned to agents.
Flynn
_______________________________________________ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
