Alright, folks. I just deployed * into full production at my office. We have around 50 7905's, 5 7940's, and a handful of soft clients. We run a call center with around 15 agents. I also have a queue set up for the receptionists so that they don't get bombarded with calls. Everything seems to be working with a very few minor glitches.
I firmly believe that the few problems we are having is indicative of bad config files. Let me explain what the issues are first: 1) Our agents for the main call center are responsible to make calls when they have not already received an ACD call. However it seems that if they make an outbound call asterisk is still routing inbound calls to them. The ACD call beeps at them via the call waiting features then if the agent does not answer the ACD call it logs the agent out. I am just trying to figure out how I can tell the system that the extension is busy. Should I be using the new replacements to incominglimit? 2) On the main call center queue the system seems to be routing the calls to the agent with the lowest agent number by priority, even though I have it set for leastrecent. For example it seems that if agent 1101 just hungup a previous call they immediately get another call even if another logged on agent has been sitting idle for 5-10 minutes. I initially had it set to roundrobin and it behaved in the same manner. 3) Our second queue, the one marked administrative_q in the excerpt below, is set to ringall, however it only rings on one phone no matter how many people are logged in. Overall, these are relatively small issues and we have been simple dealing with them for the last few days, but I thought the some of the ACD/Queuing gurus may be able to help. Here are some of the relevant config files: agents.conf ------------------- [agents] autologoff=15 ackcall=no wrapuptime=60000 ; Group used for patient_q group=1 agent => 1001,1234,Robert agent => 1002,1234,John agent => 1101,1234,Ann agent => 1102,1234,April agent => 1103,1234,Danielle agent => 1104,1234,Dawn agent => 1105,1234,Helene agent => 1106,1234,Jackie agent => 1107,1234,Jennifer agent => 1108,1234,Kelli agent => 1109,1234,Lynn agent => 1110,1234,Alice agent => 1111,1234,Tera autologoff=15 ackcall=no wrapuptime=5000 ; Group used for administrative_q group=2 agent => 1201,1234,Linda agent => 1202,1234,Rebbecca agent => 1203,1234,Susie agent => 1204,1234,Tammy agent => 1205,1234,Patty queues.conf ------------------ [general] ; ; Global settings for call queues ; (none exist currently) [default] ; ; Default settings for queues (currently unused) ; [administrative_q] music=default announce-holdtime=yes announce-frequency=90 strategy=ringall ;context=qout timeout=15 retry=5 maxlen=0 member=Agent/@2 [patient_q] music=default announce-holdtime=once announce-frequency=90 strategy=leastrecent ;context=qout timeout=15 retry=5 maxlen=0 member=Agent/@1 Thanks for your help, Robert Jackson Pro-Medical, Inc. _______________________________________________ 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
