Queue agents order

theres a lot of strategies that work that way, you probably want round robin

Hello Erik,

Hmm I want it always to call on agent 1, agent 2 and agent 3 for 30 seconds each. This should work even if agent 1 doesn't touch his phone, so he can't press no on his phone or anything like that.

Isn't round robin so it first rings on agent 1 and if agent 1 take the call the second caller will end up on agent 2? and so on. Hmm should I use round robin with penalties to achieve the above?

Iv'e read this:
Queue members can be defined as having a penalty - e.g.
member => SIP/200,1
member => SIP/201,2
member => SIP/202,3
member => SIP/203,2
If the strategy is defined as 'ringall', then only those available members with the lowest priorities will ring. In the example above, if 200 is not busy, then only 200 will ring. If 200 is busy, then only 201 and 203 will ring. If 200, 201 and 203 are busy, then 202 will ring.

Note: If extension 200 does not pick up it will not automatically go to extension 201. It will keep ringing 200 until they pick up. It will only go to the next extension if the current extension is either busy or unavailable.

from http://www.voip-info.org/wiki/view/Asterisk+call+queues

penalties only work if the other agents are on active calls. what about the linear strategy?

Hmm well I just want it to do something like this.

Huntlist -> queue1 -> queue2 -> voicemail.

3 agents in queue1 and it should call on them like this:
Agent 1: 30 sec
Agent 2: 30 sec
Agent 3: 30 sec.
15 sec retry time.

In queue 2:
Agent 4: 30 sec
Agent 5: 30 sec
Agent 6: 30 sec
15 sec retry time.

And finally if not anyone can answer the call in hmm 270 seconds the call will end up in a voicemail.

And it should always ring in this order. Most of our customers are using the Ring all feature and it's good. But we haven't found out this setup in a proper way yet.

you probably want linear. it will ring in the order listed in the file

Ok now i see, we don't use 1.6 yet, that's why I don't see linear in my system.

Thanks for the help Erik.

The only way I have found to mimic a linear, sequential hunt that will go to a voice menu or something besides voicemail (only works for less than 6 lines) with 1.4 and TL MTE:
1. Use a ringback tone as MOH (if directly accessed by extensions or PSTN, without a preceding voice menu). Note that at least as of 1.4.23, the queue's selection for MOH is overidden by the Tenant's selection for MOH, at least in the systems I've run across. That has hopefully changed somewhere in the revisions. Maybe someone knows how to fix this in the backend.
2. Build a queue with each line having the next higher penalty (< 6)
3. Build a hunt list with the queue, a timeout, and the voicemenu or thing you want to hit next.
Be sure the agent timeout in the queue is equal to the timeout in the hunt list.

In my testing, the hunt always starts at the beginning, and aims at the available line with the lowest penalty.

Hello Raven,

Hmm will there be one queue for each agent?

All members will be in the same, one queue. It took me awhile to figure it out.
If you add the members into the Current Member box, one at a time, incrementing the penalty on each member as you add them, you'll find that you can get 5 members in the box with the five penalty levels. Too bad there's not 99 levels. Or even 9.

If Penalty 0 is used, it skips that member. Only 1-5 work.

In the queue, I use roundrobin as the Ring Strategy, and set 'Connect to Members in Parallel to 'No'.

Hmm I believe that I have missed something here.

The queue looks like this.

Connect to members in parallel = no
Agent time out: 5 sec
Agent retry: 5 sec
Ring strategy: Round robin

Static members:

So my penalty are set to 1,2 and 3.

I have created a hunt list that have a ring tone as "announcement to caller". Then I have added a queue and set 5 seconds time out. Then echo test. When I do this the call is sent to echo test after 5 seconds, sounds fair.

If i add the same queue in my hunt list and sends it to the same queue with new 5 seconds the first extension are ringing again. This looks like this Hunt list -> queue 5 sec -> queue 5 sec -> echo test. Still no good.

If i set the time out in the hunt list to 60 seconds and in the queue agent time out and agent retry to 5 seconds, it starts to ringing in the extension that have penalty 1 every 10 second.

Hope you can see where I have done wrong.

Of course I'm not sure what you are attempting. But I wouldn't set any timers at 5 seconds, you're probably not giving the system or the humans using it enough time to do anything. Possibly also your design is overcomplicated.

What I suggested is keeping the agent time out and hunt group timeout the same. Something reasonable like 20 seconds (4 rings). This results in a one-time (per call) attempt on one agent, and if they don't answer, it can go to a voice menu, not a voicemail box. It won't cycle through the agents for the same one call. If you want it to do that, add another queue after the first with the next agent in the hunt list. You won't need to use penalties anywhere in that case. But again, use a timer that lasts for more than 5 seconds. I would also set Agent Retry timer higher than the Agent timeout, why retry the agent?

If you wanted to run it through multiple agents, having ringback is acceptable instead of MOH, and it was going to a voicemail box. it would be much easier to aim the route directly at an extension, and use the user Portal and set User Call Forwarding on Busy and/or Don't Answer, or Follow-me, to get through the group instead of trying to build a queue/hunt list.

Hello Rave,

The 5 sec time was just to try the solution out :)

I cant find any other way then to do it then multiple queues and one hunt list.

Thanks for your help.

Hi

I have setup linear however every time I edit the queue the order of agents are re organizing base on extension numbers

I believe this is something for alex to look into

Any advice