UCD Hunt List (?)

does it have to go to voicemail or can it be an option given to the caller?

is it ok if you have a message that says 'if you want to leave a voicemail message press 1' and make the voicemail a caller option?

btw there is something to understand about queuing strategies:

it only applies the strategies to available agents, that means if agents 1,2,3,4,5 are part of a queue but agents 1,3,5 are either already on a call or paused, then only agents 2 and 4's stats are used for the queuing strategy. So if its 'fewest calls' then its the fewest calls between 2 and 4, nevermind that agent 1 is paused and has only taken 3 calls while 2 and 4 took 48 calls each.

Another thing to be careful of is reloads. Reloads reset queue stats. Your customer needs to understand that they should refrain from clicking reload in PBX manager during call center hours if they want to retain those stats throughout the day. On the flip side if you dont want your stats to concatenate between days, you should reload in the morning to reset stats. This ofcourse means your PBX manager options need to allow manual reload versus automatic. Additionally this means that in MTE its going to be impossible to effectively use a queuing strategy like least recent or fewest calls. Even rrmemory is subject to this, but not to the extent of the other two.

Voicemail as an option would be great as an option during the sequence. I understand about the stats and agent availability. But how to build it?

here is an example of a queue that lets them press a key to leave VM.

[cs-callctr]

periodic-announce-frequency=40

strategy=rrmemory

monitor-type=mixmonitor

announce-round-seconds=10

leavewhenempty=no

wrapuptime=15

timeout=15

context=custsvc

music=default

autofill=yes

ringinuse=no

maxlen=100

monitor-join=yes

periodic-announce=/var/lib/asterisk/sounds/ogm/inviteleavevm

reportholdtime=no

joinempty=no

retry=10

announce-holdtime=no

announce-frequency=0

member => Agent/100

member => Agent/101

member => Agent/102

member => Agent/103

and in user_extensions.include

[custsvc]

exten => _X,1,VoiceMail(1291,u)

But, with this, won't a caller just go into the queue, one phone will ring per the Ring Strategy (multiring not an option), then it would proceed to post-translation / voicemail, etc, instead of hunting through members of that queue?

it only goes to voicemail IF they press a numeral, otherwise they stay in the queue while it retries members.

Hi eeman, I finally got some time to try to build a queue from your example. I have some head-scratching 'cause in PBX manager / ACD / Queues, I don't see some of the parameters you define in your example, denoted by a * as follows:

example queue>

[cs-callctr]

periodic-announce-frequency=40

strategy=rrmemory

* monitor-type=mixmonitor

announce-round-seconds=10

* leavewhenempty=no

* wrapuptime=15

(agent) timeout=15

* context=custsvc

* music=default

* autofill=yes

* ringinuse=no

* maxlen=100

* monitor-join=yes

periodic-announce=/var/lib/asterisk/sounds/ogm/inviteleavevm

reportholdtime=no

* joinempty=no

(agent) retry=10

announce-holdtime=no

announce-frequency=0

Where do I get at these parameters? Am I seeing a basic info page that I need to expand to advanced somewhere else?

Thanks

in the queue setting there are some questions that fill in a few of those (you will figure out which ones change by altering your settings) the ones not defined can simply be inserted in the 'other queue options' section.

I input the extra parameters under 'other queue options'. It took them, but it just rings once and then hangs up when I test it. Maybe I have a disconnect at the 'Agents' section, because I'm not real sure how to set those up or how they operate.