Using Queue Priorities To Add Agents

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Asterisk Users 4 Comments

I have a scenario that I am failing to implement using the Queue app, but which I had thought would be commonplace…

First of all, I would like to recommend this short cookbook that offers recipes for tackling dialplan fundamentals, making and controlling calls, and monitoring channels in your PBX environment. Each recipe includes a simple code solution you can put to work immediately, along with a detailed discussion that offers insight into why and how the recipe works.

Many of the conventions and information presented are version-agnostic. These recipes include solutions to help you:

– Authenticate callers before moving on in your dialplan
– Redirect calls received by your auto-attendant
– Create an automatic call-back service
– Initiate hot-desking to login to and accept calls at any office device
– Monitor and interrupt live calls to train new employees at a call center
– Record calls from your Asterisk dialplan

Now, back to my problem:

1) (this bit works fine) I want a queue caller to have access to the basic set of agents initially, with an overflow to additional agents if they are busy – This is done using penalty:

queues.conf:
member => SIP/dev1,0,Agent1
member => SIP/dev2,0,Agent2
member => SIP/dev3,1,Agent3 is overflow

2) But, after 60 seconds, I want Agent 3 to be included whether the 1 and 2 are busy or not. None of the queue rules options seem to achieve this because regardless of which agents are included or not, the penalty used to group them is also penalizing them.

Help? Is what I want possible?

PS. I did consider hacking the meaning of QUEUE_MIN_PENALTY so that it actually increases lower penalties to it’s current value, thus putting them on an even footing, instead of blocking out agents.

Thanks, Steve

4 thoughts on - Using Queue Priorities To Add Agents

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  • I have a real ugly queue that has this in it’s rules

    [mrule]
    penaltychange => 20,2,2
    penaltychange => 40,3,3
    penaltychange => 80,4,4
    penaltychange => 120,5,5
    penaltychange => 150,6,6
    penaltychange => 180,1,1
    penaltychange => 200,2,2
    penaltychange => 220,3,3
    penaltychange => 240,4,4
    penaltychange => 260,5,5
    penaltychange => 280,6,6
    penaltychange => 300,1,1

    [myqueue]
    member => SIP/100.2,1,Receptionist member => SIP/101.2,2,Kelli member => SIP/102.2,2,Traci member => SIP/103.2,3,Debi member => SIP/104.2,4,Debbie member => SIP/105.2,4,Luci member => SIP/106.2,5,Sheila member => SIP/107.2,6,Mike

    So every 20 seconds it jumps up to the next Penalty and every few minutes it resets the penalty back down to 1 and starts again.

  • Thanks for the suggestion – That is what is currently in place, but it allows queue-jumping as Asterisk does not know that one queue should be serviced (drained) before the other. That can be improved upon by doing a Waiting count on the 2nd queue etc etc, but there is always a q-jumping scenario unless the whole thing is managed inside a single queue.

    Cheers, Steve

  • Hi,

    Thanks for this suggestion – I believe it does not quite fit the requirement as follows:

    – When you move up to priority 2, you will stop ringing ‘Receptionist’ as they are out of scope penalty 1 < 2. – Changing the penalty from penaltychange => 20,2,2
    to penaltychange => 20,1,2
    in order to include Receptionist does not work either, as it will still not treat ‘Receptionist’, ‘Kelli’, ‘Traci’ equally as required.

    In THEORY (I’ve not tried this disgusting hack yet), I could use:

    [mrule]
    penaltychange => 20,2,2
    penaltychange => 40,3,3
    penaltychange => 80,4,4
    penaltychange => 120,5,5
    penaltychange => 150,6,6
    penaltychange => 180,1,1
    penaltychange => 200,2,2
    penaltychange => 220,3,3
    penaltychange => 240,4,4
    penaltychange => 260,5,5
    penaltychange => 280,6,6
    penaltychange => 300,1,1

    [myqueue]
    member => SIP/100.2,1,Receptionist member => SIP/100.2,2,Receptionist member => SIP/101.2,2,Kelli member => SIP/102.2,2,Traci member => SIP/100.2,3,Receptionist member => SIP/101.2,3,Kelli member => SIP/102.2,3,Traci member => SIP/103.2,3,Debi member => SIP/100.2,4,Receptionist member => SIP/101.2,4,Kelli member => SIP/102.2,4,Traci member => SIP/103.2,4,Debi member => SIP/104.2,4,Debbie member => SIP/105.2,4,Luci
    …and so on…

    🙂 See my problem?

    Cheers, Steve

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