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:
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.