Re: [asterisk-users] Priority between calls in different queues
On 6/10/10, Hapworth Slim hpvgtfjdjbpkt...@gmail.com wrote: I'm trying to figure this out. I have agents answer calls from two different queues. We have things set up so that these agents only see one call at a time. Let's say an agent picks up a call while there are calls waiting in both queues. Clearly the head of one of the queues will now start ringing through to the other agents. But which one? Is that something that can be configured, perhaps by saying one queue has priority, or the older call has priority, or something different? Or is it something non-deterministic? I haven't gotten any answers to my questions. Is it because no one has read them or because no one else can figure it out either? I tried looking at the documentation I could locate on the internet, but I couldn't find anything that addressed this issue. The closest thing I could find was something about setting the queue weights, but it didn't say what happens when the weights are equal or not set. -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Priority between calls in different queues
I may not have made myself clear. I'm not actually trying to change anything. I'm just trying to figure out what is happening. (I'm trying to analyze log files as part of evaluating our call center's performance.) I do know we don't have weights set for our queues. On 6/10/10, Mike l...@virtutel.ca wrote: Hi, Isnt there a parameter called weight for each queue that defines exactly that? I never tried it, but it appeared to do exactly what you want (according to the invaluable but often out-dated wiki). Regards, Mike -Original Message- From: asterisk-users-boun...@lists.digium.com [mailto:asterisk-users- boun...@lists.digium.com] On Behalf Of Hapworth Slim Sent: Thursday, June 10, 2010 15:25 To: asterisk-users@lists.digium.com Subject: [asterisk-users] Priority between calls in different queues I'm trying to figure this out. I have agents answer calls from two different queues. We have things set up so that these agents only see one call at a time. Let's say an agent picks up a call while there are calls waiting in both queues. Clearly the head of one of the queues will now start ringing through to the other agents. But which one? Is that something that can be configured, perhaps by saying one queue has priority, or the older call has priority, or something different? Or is it something non-deterministic? -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] Priority between calls in different queues
I'm trying to figure this out. I have agents answer calls from two different queues. We have things set up so that these agents only see one call at a time. Let's say an agent picks up a call while there are calls waiting in both queues. Clearly the head of one of the queues will now start ringing through to the other agents. But which one? Is that something that can be configured, perhaps by saying one queue has priority, or the older call has priority, or something different? Or is it something non-deterministic? -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Priority between calls in different queues
Hi, Isnt there a parameter called weight for each queue that defines exactly that? I never tried it, but it appeared to do exactly what you want (according to the invaluable but often out-dated wiki). Regards, Mike -Original Message- From: asterisk-users-boun...@lists.digium.com [mailto:asterisk-users- boun...@lists.digium.com] On Behalf Of Hapworth Slim Sent: Thursday, June 10, 2010 15:25 To: asterisk-users@lists.digium.com Subject: [asterisk-users] Priority between calls in different queues I'm trying to figure this out. I have agents answer calls from two different queues. We have things set up so that these agents only see one call at a time. Let's say an agent picks up a call while there are calls waiting in both queues. Clearly the head of one of the queues will now start ringing through to the other agents. But which one? Is that something that can be configured, perhaps by saying one queue has priority, or the older call has priority, or something different? Or is it something non-deterministic? -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] Priority between calls from different queues
Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Thanks ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Priority between calls from different queues
On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot of different settings, like wrapuptime, strategy, etc. Also two queues usually don't know about each other, with few exceptions. One of them is shared_lastcall (introduced in Asterisk 1.6.0). There's also weight - it will help to give priority to specific queue if multiple calls are ready to go to agent in different queues. Also, you can give priority to different callers within queue by setting QUEUE_PRIO variable before sending call to queue. You could try to describe why you need two queues and what should be rules to distribute calls - so we can help you with overall architecture. Regards, Atis -- Atis Lezdins, VoIP Project Manager / Developer, IQ Labs Inc, [EMAIL PROTECTED] Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835 ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Priority between calls from different queues
I saw QUEUE_PRIO but it works inside a queue not between queues. I need to use two queues because their have different settings like max time waiting, max amount of calls in queue and others. Regards On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot of different settings, like wrapuptime, strategy, etc. Also two queues usually don't know about each other, with few exceptions. One of them is shared_lastcall (introduced in Asterisk 1.6.0). There's also weight - it will help to give priority to specific queue if multiple calls are ready to go to agent in different queues. Also, you can give priority to different callers within queue by setting QUEUE_PRIO variable before sending call to queue. You could try to describe why you need two queues and what should be rules to distribute calls - so we can help you with overall architecture. Regards, Atis -- Atis Lezdins, VoIP Project Manager / Developer, IQ Labs Inc, [EMAIL PROTECTED] Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835 ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Priority between calls from different queues
One thing you also will run into is listed here: http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf. Here is the interesting part: Note that calls are not offered to queue members whilst the announcement is playing and it is possible for callers to slip ahead in the queue as a result. For example, call 1 arrives and is queued. Call 2 arrives ten seconds later and is queued. After twenty seconds, call 1 is played the periodic announce message. Exactly one second after call 1 starts hearing the message an agent becomes free. Since call 1 is tied up with announcements, call 2 is successfully offered to the agent. Call 1 remains on hold and yet a call which arrived later has been serviced. Basically you can see that if you have announcements played, that could cause your order of answered calls to be not what you expect. Cheers, [cid:image001.jpg@01C95142.5DF134F0] Darrin Henshaw | IT Administrator | MCTS: Exchange 2007 | MCSE 2003 | LPIC Ignition Support Center | www.ignition.bmhttp://www.ignition.bm/ Bermuda (441) 496-4319 | Cayman (345) 947-4357 | Halifax (902) 482-1288 Atlanta | Bermuda | Cayman | Halifax From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of equis software Sent: Friday, November 28, 2008 10:06 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Priority between calls from different queues I saw QUEUE_PRIO but it works inside a queue not between queues. I need to use two queues because their have different settings like max time waiting, max amount of calls in queue and others. Regards On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot of different settings, like wrapuptime, strategy, etc. Also two queues usually don't know about each other, with few exceptions. One of them is shared_lastcall (introduced in Asterisk 1.6.0). There's also weight - it will help to give priority to specific queue if multiple calls are ready to go to agent in different queues. Also, you can give priority to different callers within queue by setting QUEUE_PRIO variable before sending call to queue. You could try to describe why you need two queues and what should be rules to distribute calls - so we can help you with overall architecture. Regards, Atis -- Atis Lezdins, VoIP Project Manager / Developer, IQ Labs Inc, [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835 ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users This email and its attachments may be confidential and are intended solely for the use of the individual or parties' to whom it is addressed. All comments are solely those of the author and do not necessarily represent those of Ignition. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Thanks for considering the environmental impact before printing this email. inline: image001.jpg___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Priority between calls from different queues
On Fri, Nov 28, 2008 at 4:16 PM, Darrin Henshaw [EMAIL PROTECTED] wrote: One thing you also will run into is listed here: http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf. Here is the interesting part: Note that calls are not offered to queue members whilst the announcement is playing and it is possible for callers to slip ahead in the queue as a result. For example, call 1 arrives and is queued. Call 2 arrives ten seconds later and is queued. After twenty seconds, call 1 is played the periodic announce message. Exactly one second after call 1 starts hearing the message an agent becomes free. Since call 1 is tied up with announcements, call 2 is successfully offered to the agent. Call 1 remains on hold and yet a call which arrived later has been serviced. Basically you can see that if you have announcements played, that could cause your order of answered calls to be not what you expect. With queues there are much more such situation than just this one ;) Cheers, Darrin Henshaw | IT Administrator | MCTS: Exchange 2007 | MCSE 2003 | LPIC Ignition Support Center | www.ignition.bm Bermuda (441) 496-4319 | Cayman (345) 947-4357 | Halifax (902) 482-1288 Atlanta | Bermuda | Cayman | Halifax From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of equis software Sent: Friday, November 28, 2008 10:06 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Priority between calls from different queues I saw QUEUE_PRIO but it works inside a queue not between queues. I need to use two queues because their have different settings like max time waiting, max amount of calls in queue and others. For in-between queues you can use weight. So, if queue1 has more weight than queue2, and agent1 is available (and is in both queues), he will receive call from queue1 (no matter how long other caller waits in queue2). Also, there's wrapuptime. It means - how many seconds agent should not receive call after completing previous queue call. So, if agent receives call from queue1 and it has wrapuptime 10 seconds, then he ends call, he might immediately receive call from queue2 - no matter that queue2 has lower weight or whatever settings. To overcome this, you have to enable shared_lastcall (available since 1.6.0). Regards, Atis Regards On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot of different settings, like wrapuptime, strategy, etc. Also two queues usually don't know about each other, with few exceptions. One of them is shared_lastcall (introduced in Asterisk 1.6.0). There's also weight - it will help to give priority to specific queue if multiple calls are ready to go to agent in different queues. Also, you can give priority to different callers within queue by setting QUEUE_PRIO variable before sending call to queue. You could try to describe why you need two queues and what should be rules to distribute calls - so we can help you with overall architecture. Regards, Atis -- Atis Lezdins, VoIP Project Manager / Developer, IQ Labs Inc, [EMAIL PROTECTED] Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835 ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users This email and its attachments may be confidential and are intended solely for the use of the individual or parties' to whom it is addressed. All comments are solely those of the author and do not necessarily represent those of Ignition. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Thanks for considering the environmental impact before printing this email. ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Atis Lezdins, VoIP Project Manager / Developer, IQ Labs Inc, [EMAIL PROTECTED] Skype: atis.lezdins Cell Phone
Re: [asterisk-users] Priority between calls from different queues
I understand, but I don´t have announcements. Regards On Fri, Nov 28, 2008 at 12:16 PM, Darrin Henshaw [EMAIL PROTECTED]wrote: One thing you also will run into is listed here: http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf. Here is the interesting part: Note that calls are not offered to queue members whilst the announcement is playing and it is possible for callers to slip ahead in the queue as a result. For example, call 1 arrives and is queued. Call 2 arrives ten seconds later and is queued. After twenty seconds, call 1 is played the periodic announce message. Exactly one second after call 1 starts hearing the message an agent becomes free. Since call 1 is tied up with announcements, call 2 is successfully offered to the agent. Call 1 remains on hold and yet a call which arrived later has been serviced. Basically you can see that if you have announcements played, that could cause your order of answered calls to be not what you expect. Cheers, [image: logo] Darrin Henshaw |* *IT Administrator | MCTS: Exchange 2007 | MCSE 2003 |LPIC Ignition Support Center* *|* *www.ignition.bm Bermuda (441) 496-4319 | Cayman (345) 947-4357 | Halifax (902) 482-1288 Atlanta | Bermuda | Cayman | Halifax *From:* [EMAIL PROTECTED] [mailto: [EMAIL PROTECTED] *On Behalf Of *equis software *Sent:* Friday, November 28, 2008 10:06 *To:* Asterisk Users Mailing List - Non-Commercial Discussion *Subject:* Re: [asterisk-users] Priority between calls from different queues I saw QUEUE_PRIO but it works inside a queue not between queues. I need to use two queues because their have different settings like max time waiting, max amount of calls in queue and others. Regards On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot of different settings, like wrapuptime, strategy, etc. Also two queues usually don't know about each other, with few exceptions. One of them is shared_lastcall (introduced in Asterisk 1.6.0). There's also weight - it will help to give priority to specific queue if multiple calls are ready to go to agent in different queues. Also, you can give priority to different callers within queue by setting QUEUE_PRIO variable before sending call to queue. You could try to describe why you need two queues and what should be rules to distribute calls - so we can help you with overall architecture. Regards, Atis -- Atis Lezdins, VoIP Project Manager / Developer, IQ Labs Inc, [EMAIL PROTECTED] Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835 ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- This email and its attachments may be confidential and are intended solely for the use of the individual or parties' to whom it is addressed. All comments are solely those of the author and do not necessarily represent those of Ignition. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Thanks for considering the environmental impact before printing this email. ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users image001.jpg___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Priority between calls from different queues
In both queues have the same wrapuptime, there´s not a problem... With weight property I can´t resolve my problem...I want to answer calls of both queues sorted by time, like a big FIFO or like if I had only one queue regards On Fri, Nov 28, 2008 at 12:31 PM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 4:16 PM, Darrin Henshaw [EMAIL PROTECTED] wrote: One thing you also will run into is listed here: http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf. Here is the interesting part: Note that calls are not offered to queue members whilst the announcement is playing and it is possible for callers to slip ahead in the queue as a result. For example, call 1 arrives and is queued. Call 2 arrives ten seconds later and is queued. After twenty seconds, call 1 is played the periodic announce message. Exactly one second after call 1 starts hearing the message an agent becomes free. Since call 1 is tied up with announcements, call 2 is successfully offered to the agent. Call 1 remains on hold and yet a call which arrived later has been serviced. Basically you can see that if you have announcements played, that could cause your order of answered calls to be not what you expect. With queues there are much more such situation than just this one ;) Cheers, Darrin Henshaw | IT Administrator | MCTS: Exchange 2007 | MCSE 2003 | LPIC Ignition Support Center | www.ignition.bm Bermuda (441) 496-4319 | Cayman (345) 947-4357 | Halifax (902) 482-1288 Atlanta | Bermuda | Cayman | Halifax From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of equis software Sent: Friday, November 28, 2008 10:06 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Priority between calls from different queues I saw QUEUE_PRIO but it works inside a queue not between queues. I need to use two queues because their have different settings like max time waiting, max amount of calls in queue and others. For in-between queues you can use weight. So, if queue1 has more weight than queue2, and agent1 is available (and is in both queues), he will receive call from queue1 (no matter how long other caller waits in queue2). Also, there's wrapuptime. It means - how many seconds agent should not receive call after completing previous queue call. So, if agent receives call from queue1 and it has wrapuptime 10 seconds, then he ends call, he might immediately receive call from queue2 - no matter that queue2 has lower weight or whatever settings. To overcome this, you have to enable shared_lastcall (available since 1.6.0). Regards, Atis Regards On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot of different settings, like wrapuptime, strategy, etc. Also two queues usually don't know about each other, with few exceptions. One of them is shared_lastcall (introduced in Asterisk 1.6.0). There's also weight - it will help to give priority to specific queue if multiple calls are ready to go to agent in different queues. Also, you can give priority to different callers within queue by setting QUEUE_PRIO variable before sending call to queue. You could try to describe why you need two queues and what should be rules to distribute calls - so we can help you with overall architecture. Regards, Atis -- Atis Lezdins, VoIP Project Manager / Developer, IQ Labs Inc, [EMAIL PROTECTED] Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835 ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users This email and its attachments may be confidential and are intended solely for the use of the individual or parties' to whom it is addressed. All comments are solely those of the author and do not necessarily represent those of Ignition. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error
Re: [asterisk-users] Priority between calls from different queues
On Fri, Nov 28, 2008 at 4:51 PM, equis software [EMAIL PROTECTED] wrote: In both queues have the same wrapuptime, there´s not a problem... With weight property I can´t resolve my problem...I want to answer calls of both queues sorted by time, like a big FIFO or like if I had only one queue I'm afraid that it's not possible. There will be too much cases when one queue can choose to call agent ignoring another queue. What i meant with wrapuptime - even if it's the same (and you don't use shared_lastcall), second queue won't know that agent has just ended conversation - so it will send call to agent. I guess that there would be some more such race conditions for having free agent. If you really need FIFO, you would have much better luck with having one queue and then thinking how to customize it for different callers. Single instance of Queue is built like FIFO for calls (with bucket of agents). For example - wait time you can specify as argument to Queue(). As for different caller amount, you can assign them to groups and use GROUP_COUNT to determine how many they are in each group. If you need some more differentiation, just ask, and we'll try to give ideas. Oh, btw - you could also try to create one fake agent in queue1 and queue2 (with ringinuse=yes) and use Local channel to send those calls to queue-real where your agents reside. However, i'm not sure that this will work, as queue-real might answer channel, even if you set r option.. not sure is this a problem, but it could be complex :) Regards, Atis regards On Fri, Nov 28, 2008 at 12:31 PM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 4:16 PM, Darrin Henshaw [EMAIL PROTECTED] wrote: One thing you also will run into is listed here: http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf. Here is the interesting part: Note that calls are not offered to queue members whilst the announcement is playing and it is possible for callers to slip ahead in the queue as a result. For example, call 1 arrives and is queued. Call 2 arrives ten seconds later and is queued. After twenty seconds, call 1 is played the periodic announce message. Exactly one second after call 1 starts hearing the message an agent becomes free. Since call 1 is tied up with announcements, call 2 is successfully offered to the agent. Call 1 remains on hold and yet a call which arrived later has been serviced. Basically you can see that if you have announcements played, that could cause your order of answered calls to be not what you expect. With queues there are much more such situation than just this one ;) Cheers, Darrin Henshaw | IT Administrator | MCTS: Exchange 2007 | MCSE 2003 | LPIC Ignition Support Center | www.ignition.bm Bermuda (441) 496-4319 | Cayman (345) 947-4357 | Halifax (902) 482-1288 Atlanta | Bermuda | Cayman | Halifax From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of equis software Sent: Friday, November 28, 2008 10:06 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Priority between calls from different queues I saw QUEUE_PRIO but it works inside a queue not between queues. I need to use two queues because their have different settings like max time waiting, max amount of calls in queue and others. For in-between queues you can use weight. So, if queue1 has more weight than queue2, and agent1 is available (and is in both queues), he will receive call from queue1 (no matter how long other caller waits in queue2). Also, there's wrapuptime. It means - how many seconds agent should not receive call after completing previous queue call. So, if agent receives call from queue1 and it has wrapuptime 10 seconds, then he ends call, he might immediately receive call from queue2 - no matter that queue2 has lower weight or whatever settings. To overcome this, you have to enable shared_lastcall (available since 1.6.0). Regards, Atis Regards On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot of different settings, like wrapuptime, strategy, etc. Also two queues usually don't know about each other, with few exceptions. One of them is shared_lastcall (introduced in Asterisk 1.6.0). There's also weight - it will help to give priority to specific queue if multiple calls
Re: [asterisk-users] Priority between calls from different queues
Thanks a lot! Your explanation was very clear. Thanks again. On Fri, Nov 28, 2008 at 2:14 PM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 4:51 PM, equis software [EMAIL PROTECTED] wrote: In both queues have the same wrapuptime, there´s not a problem... With weight property I can´t resolve my problem...I want to answer calls of both queues sorted by time, like a big FIFO or like if I had only one queue I'm afraid that it's not possible. There will be too much cases when one queue can choose to call agent ignoring another queue. What i meant with wrapuptime - even if it's the same (and you don't use shared_lastcall), second queue won't know that agent has just ended conversation - so it will send call to agent. I guess that there would be some more such race conditions for having free agent. If you really need FIFO, you would have much better luck with having one queue and then thinking how to customize it for different callers. Single instance of Queue is built like FIFO for calls (with bucket of agents). For example - wait time you can specify as argument to Queue(). As for different caller amount, you can assign them to groups and use GROUP_COUNT to determine how many they are in each group. If you need some more differentiation, just ask, and we'll try to give ideas. Oh, btw - you could also try to create one fake agent in queue1 and queue2 (with ringinuse=yes) and use Local channel to send those calls to queue-real where your agents reside. However, i'm not sure that this will work, as queue-real might answer channel, even if you set r option.. not sure is this a problem, but it could be complex :) Regards, Atis regards On Fri, Nov 28, 2008 at 12:31 PM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 4:16 PM, Darrin Henshaw [EMAIL PROTECTED] wrote: One thing you also will run into is listed here: http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf. Here is the interesting part: Note that calls are not offered to queue members whilst the announcement is playing and it is possible for callers to slip ahead in the queue as a result. For example, call 1 arrives and is queued. Call 2 arrives ten seconds later and is queued. After twenty seconds, call 1 is played the periodic announce message. Exactly one second after call 1 starts hearing the message an agent becomes free. Since call 1 is tied up with announcements, call 2 is successfully offered to the agent. Call 1 remains on hold and yet a call which arrived later has been serviced. Basically you can see that if you have announcements played, that could cause your order of answered calls to be not what you expect. With queues there are much more such situation than just this one ;) Cheers, Darrin Henshaw | IT Administrator | MCTS: Exchange 2007 | MCSE 2003 | LPIC Ignition Support Center | www.ignition.bm Bermuda (441) 496-4319 | Cayman (345) 947-4357 | Halifax (902) 482-1288 Atlanta | Bermuda | Cayman | Halifax From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of equis software Sent: Friday, November 28, 2008 10:06 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Priority between calls from different queues I saw QUEUE_PRIO but it works inside a queue not between queues. I need to use two queues because their have different settings like max time waiting, max amount of calls in queue and others. For in-between queues you can use weight. So, if queue1 has more weight than queue2, and agent1 is available (and is in both queues), he will receive call from queue1 (no matter how long other caller waits in queue2). Also, there's wrapuptime. It means - how many seconds agent should not receive call after completing previous queue call. So, if agent receives call from queue1 and it has wrapuptime 10 seconds, then he ends call, he might immediately receive call from queue2 - no matter that queue2 has lower weight or whatever settings. To overcome this, you have to enable shared_lastcall (available since 1.6.0). Regards, Atis Regards On Fri, Nov 28, 2008 at 11:34 AM, Atis Lezdins [EMAIL PROTECTED] wrote: On Fri, Nov 28, 2008 at 1:13 PM, equis software [EMAIL PROTECTED] wrote: Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 - call1 queue1 - call2 queue2 - call3 queue2 - call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could I set priority between queues? Hello, Queue has lot
