On Mon, 2005-05-02 at 23:26 -0400, Derrick Shields wrote: > I know this is question is more appropriate in the user forum, but I > saw a recent thread in the dev list about this and wanted to get > clarification. > > Regarding queue behavior: if a caller enters a queue and agents are > logged in but are all busy, does the caller get 'queued' and wait > until an agent becomes available, or does the Queue function return > and its up to the dial plan to loop back to the Queue function? I > would think intuitively that a Queue function would queue the caller, > otherwise the function should be called "ConnectToAgent" or something > like that. Not to mention that if it returns, you lose all context of > the caller's position in the queue, no wait announcements, etc. > > I know leavewhenempty (and joinwhenempty?) affect these, but I've > interpreted these to mean no agents logged in. If agents are logged > in but just busy, I would expect that the caller waits their turn. > Several postings earlier seemed to imply that if all agents were busy > then the Queue function returned. > > Just want to make sure I understand - I've started looking at the > source but get lost in the ring_one, wait_for_answer logic.
Well, it depends on your configuration as to the behaviour... essentially, yes, the caller will wait in the queue (indefinitely/forever) until an agent becomes available to answer the call. There are some config options to avoid having a caller wait so long, and to give additional options. eg, joinwhenempty/leavewhenempty, so that if a caller arrives at 5:01pm and your call centre closes at 5pm, they won't wait on hold until the next day :). You can play a message saying "Sorry, we are closed". Also, there is an timeout option, so that if they sit in the queue for more than x seconds, they will then drop out of the queue back to the dialplan. Hope that helps. Regards, Adam -- -- Adam Goryachev Website Managers Ph: +61 2 8304 0000 [EMAIL PROTECTED] Fax: +61 2 9345 4396 www.websitemanagers.com.au _______________________________________________ Asterisk-Dev mailing list [email protected] http://lists.digium.com/mailman/listinfo/asterisk-dev To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-dev
