Re: Working with queues for a small call center

What we did to get around the "all agents busy" issue was to have the 
phones have a "personal" extension (with VM and whatnot) and a "queue" 
extension. Then it's a matter of training people to not make outgoing 
calls on their queue extension (so it's always free).

Additionally, you can change the queue to not allow someone to be put in 
the queue if there are no agents logged in. We statically assign the 
queue extensions to the queue so they don't have to log in and out, 
though. We then control what time people are allowed in the queue with 
the Dialing Rules controls.

Jorge Alayon wrote:
> Hello all,
>
> I am implementing a small PBX that works fine regarding extensions, voicemail, 
> a digital receptionist, etc.
> When I implement within that PBX a queue for a small call center for 4 
> extensions, I face a problem:
> If there are no agents logged in, or if there are free agents, anyone in the 
> queue stays there until answered or timed out.
> If all agents are busy, or an agent has received a call from outside the queue 
> or has made an aoutboud call while logged in (actually it worries me the first 
> possibility since the other two are manageable).
> What it actually happens is that if all agents are busy, the call gets assigned to the 
> next agent even if busy; dialparties.agi detects that the agent's extension cannot take 
> more calls and do not have a voicemail, then it tells the customers that "there in 
> none available to take your call right now, please call back later" and hangs up, 
> per [macro-vm-ext] configuration.
> I was expecting the queue application to regain control of the call and put the 
> client on hold until there was a free agent, but it does not happen like that.
>
> Any clues ?
>
> PSTN Gateway is an AS5300 connected in ISDN. Agents are SIP extensions from an 
> Audiocodes MP108-FXS with 8 ports, each port logs in individually.
>
> Regards,
>
> Jorge A.
> j.alayon-dDB1enMg7lWpJuVttbx5JA@xxxxxxxxxxxxxxxx
>
>
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SF.Net email is Sponsored by the Better Software Conference & EXPO
September 19-22, 2005 * San Francisco, CA * Development Lifecycle Practices
Agile & Plan-Driven Development * Managing Projects & Teams * Testing & QA
Security * Process Improvement & Measurement * http://www.sqe.com/bsce5sf