Hello, I have Elastix ISO install (FreePBX 2.7.0.3)
My current Setup is as follows: Inbound Route > Queue > (Dynamic Agents) The queue distributes calls based on rrMemory. I have been asked to redesign the call distribution as follows: Calls will be delievered to Level-1 Agents (say 4 dynamic agents) in rrMemory format. When Level-1 Agents are busy, distribute calls to Level-2 Agents (say 3 dynamic agents) in rrMemory format. When Level-2 Agents are busy, distribute calls to Level-3 Agents (say 2 dynamic agents) in rrMemory format. Is it possible to setup the call distribution in the above format using any kind of logic or algorithm ? I tried using Penalties function in Queues. Created 2 penalties : 0 (level-1) and 1000 (level-2) and assigned penalties to agents (static) I made a few test calls, but Level-2 agents were delivered calls inspite of Level-1 agents being available. Any help or pointers are appreciated. Thx, Vai
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