Working with queues for a small call center

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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