On 9/7/07, James FitzGibbon <[EMAIL PROTECTED]> wrote: > It's also important to distinguish between DND-style busy (where in the case > of SIP the INVITE is rejected with a "480 temporarily unavailable") and the > internal channel state AST_CONTROL_BUSY. For SIP, the latter occurs when > the use count exceeds the configured call-limit, and results in no INVITE > being sent. The two also have drastically different behaviours when you > have members with penalties. > > Assume we have five agents with penalty zero (A-E) and five agents with > penalty 1 (F-J). Assume also that 'ringinuse=no' is set for the queue. If > A-D are "in use" and E is "available" but their phone is set to DND, then > app_queue will continually attempt to dequeue to agent E, never trying > agents F-J. If E is busy because they have a call-limit of 2 and they have > two calls active, then app_queue will attempt to dequeue to agents F-J. > > This has been a source of confusion for my users on several occasions. IMO, > It also puts an unrealistic burden on agents to always put themselves on > pause before they walk away from their desk, and since agents are human and > sometimes forget to do this, prevents me from using agent penalties > extensively. I just can't explain to non-technical people why one phone > keeps ringing while five other agents sit idle. It makes no sense to them.
Well, for that case i have a RemoveQueueMember() after Dial, in case of ${DIALSTATUS}!="ANSWERED". That works great, except for agent complaints - that they are logged out from queue :D Would be a bit better to be able to set agent's status to "Unavailable". Regards, Atis -- Atis Lezdins, IT Responsible of BEST Riga, [EMAIL PROTECTED] ICQ: 142239285 Skype: atis.lezdins Cell Phone: +371 28806004 [Tele2, Latvia] Work phone: +1 800 7502835 [Toll free, USA] ?BEST? -> www.BEST.eu.org _______________________________________________ Sign up now for AstriCon 2007! September 25-28th. http://www.astricon.net/ --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