queue ring delay

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Hi,

Does a parameter exist for a queue to delay ringing/sending a caller to all agent phones after the previous call is answered by an agent? My queue ring strategy is set to ringall. I am using Polycom KIRK wireless DECT SIP phones. And it looks like the KIRK wireless server may need a split send to realize all wireless phones are no longer ringing (busy) after 1 call rings & is unanswered, prior to sending a 2nd call.

In other words, I think that what we are currently experiencing is this: Incoming call gets routed to our queue. It rings all phones. In the meantime, a 2nd caller gets routed to our queue (in line behing the first caller that is currently ringing our phones). One queue agent answers the first phone call in the queue. Asterisk immediately starts ringing all queue agent extensions again with the 2nd caller. However, most of the agents extensions are reporting busy, and so their phones don’t ring. The 2nd caller may wind up getting routed to our queue fallback destination.

So it seems to me that asterisk is sending the 2nd call to the queue agents before their phones are ready (i.e. before the KIRK Wireless Server is able to realize that they are no longer ringing [busy] from the first caller).

So I’m thinking that if I can introduce some type of delay of 500ms-1 second AFTER a queue call rings all phones, but before a subsequent call is permitted to ring all phones, my problem will be solved.

I am using FreePBX. I know this is not the place to get FreePBX support, but I believe that the FreePBX gui is just providing a front-end for standard asterisk features & parameters behind the scenes. I am on Digium AsteriskNOW with asterisk 1.6. I also believe that this mailing list may be the best source of community support for asterisk, so I am posting here. 🙂

From within FreePBX, in the queue configuration, I have a parameter for “Wrap-Up-Time” and “Member Delay”. My questions would be:
1. Does “Wrap-Up-Time” apply to all queue agents/extensions that just rang, or only the one who actually answered the call (I assume the latter)?
2. Does the “Member Delay” delay the ringing of new calls to agents, or only come into play AFTER the agent answers the ringing call?

Any other suggestions for how I can resolve this issue? I am wondering whether “Agent Timeout” or “Agent Timeout Restart” (or a combination of both) may be able to help me here. It sounds like the 2nd option may help me. But I’m not familiar with exactly how it would work in this situation.

Anyway, that’s it. As for some background, we initially were using ring groups, but realized that these phones do NOT have the ability to handle a 2nd ringing call. So in the event that 2 inbound calls rang within a few seconds, asterisk would send the first to all phones, and then when tyring to send the 2nd, would receive a BUSY message from the phones (because they were busy processing a ring for the first caller), and the 2nd caller would wind up going straight to the unavilable destination for the ring group, instead of eventually ringing through to the phones after someone answered the first call.

I greatly appreciate your help & insight with this issue!

Doug Mortensen
Network Consultant
Impala Networks Inc
CCNA, MCSA, Security+, A+
Linux+, Network+, Server+
.
www.impalanetworks.com
P: (505) 327-7300
F: (505) 327-7545
.

One thought on - queue ring delay

  • So I found a good description of the timeoutrestart setting here https://issues.asterisk.org/view.php?id=12690#87263. It definitely isn’t what I’m looking for. So I think I may be left with two options:

    1. Set “Skip Busy Agents” to No. (not sure how this will work with my KIRK phones. Currently I have call-waiting disabled on these phones, as they are not intuitive for handling a 2nd call while already on the phone with 1 call. So I’m not sure whether asterisk would continue to try to send the queue calls these phones (during this split second while the phones are still reporting a status of Ringing/BUSY), or whether it would actually send the call to the extension’s VM (which would be even worse)……
    2. Manually adjust the diaplan to introduce some delay after a ringing queue call is answered by an agent, but before the subsequent call ring the queue agents. If this becomes the solution, I may need some assistance (although I’m sure I’d eventually figure it out).

    Again, your help is appreciated.


    Doug Mortensen
    Network Consultant
    Impala Networks
    P: 505.327.7300
    .

    Sent: Monday, November 21, 2011 9:56 AM

    Hi,

    Does a parameter exist for a queue to delay ringing/sending a caller to all agent phones after the previous call is answered by an agent? My queue ring strategy is set to ringall. I am using Polycom KIRK wireless DECT SIP phones. And it looks like the KIRK wireless server may need a split send to realize all wireless phones are no longer ringing (busy) after 1 call rings & is unanswered, prior to sending a 2nd call.

    In other words, I think that what we are currently experiencing is this: Incoming call gets routed to our queue. It rings all phones. In the meantime, a 2nd caller gets routed to our queue (in line behing the first caller that is currently ringing our phones). One queue agent answers the first phone call in the queue. Asterisk immediately starts ringing all queue agent extensions again with the 2nd caller. However, most of the agents extensions are reporting busy, and so their phones don’t ring. The 2nd caller may wind up getting routed to our queue fallback destination.

    So it seems to me that asterisk is sending the 2nd call to the queue agents before their phones are ready (i.e. before the KIRK Wireless Server is able to realize that they are no longer ringing [busy] from the first caller).

    So I’m thinking that if I can introduce some type of delay of 500ms-1 second AFTER a queue call rings all phones, but before a subsequent call is permitted to ring all phones, my problem will be solved.

    I am using FreePBX. I know this is not the place to get FreePBX support, but I believe that the FreePBX gui is just providing a front-end for standard asterisk features & parameters behind the scenes. I am on Digium AsteriskNOW with asterisk 1.6. I also believe that this mailing list may be the best source of community support for asterisk, so I am posting here. 🙂

    From within FreePBX, in the queue configuration, I have a parameter for “Wrap-Up-Time” and “Member Delay”. My questions would be:
    1. Does “Wrap-Up-Time” apply to all queue agents/extensions that just rang, or only the one who actually answered the call (I assume the latter)?
    2. Does the “Member Delay” delay the ringing of new calls to agents, or only come into play AFTER the agent answers the ringing call?

    Any other suggestions for how I can resolve this issue? I am wondering whether “Agent Timeout” or “Agent Timeout Restart” (or a combination of both) may be able to help me here. It sounds like the 2nd option may help me. But I’m not familiar with exactly how it would work in this situation.

    Anyway, that’s it. As for some background, we initially were using ring groups, but realized that these phones do NOT have the ability to handle a 2nd ringing call. So in the event that 2 inbound calls rang within a few seconds, asterisk would send the first to all phones, and then when tyring to send the 2nd, would receive a BUSY message from the phones (because they were busy processing a ring for the first caller), and the 2nd caller would wind up going straight to the unavilable destination for the ring group, instead of eventually ringing through to the phones after someone answered the first call.

    I greatly appreciate your help & insight with this issue!

    Doug Mortensen
    Network Consultant
    Impala Networks Inc
    CCNA, MCSA, Security+, A+
    Linux+, Network+, Server+
    .
    http://www.impalanetworks.com< http://www.impalanetworks.com>
    P: (505) 327-7300
    F: (505) 327-7545
    .