Skill Based Ring Strategy

[arkman]

We would like to configure some of our queues to always ring agents in a certain order.  We generally order our agents based on their skill or ability in these queues. 

For example, if a call comes in, we want to always ring in the following order (skipping if unavailable):
agent/203
agent/200
agent/201

Is there any way to do this?

[QueueMetrics]

yes - you should use penalty groups - see http://www.voip-info.org/wiki/view/Asterisk+config+queues.conf


for example, if you set:

Code: [Select]

member => Agent/101,1
member => Agent/102,1
member => Agent/103,2
member => Agent/104,2
agents 103 and 104 will be called if and only if neither 101 nor 102 are available.

You can set this in QM as well, by assigning agents to the "Main", "Wrap", "Spill" groups of a queue.

[arkman]

Main, Wrap, and Spill look perfect, thanks!

[QueueMetrics]

 

[arkman]

What Ring Strategy needs to be setup on the queue for Main, Wrap and Spill to function?  I have Ring Strategy set to roundrobin in TrixBox and 1 agent in Main and 1 agent in Spill in QueueMetrics.  The settings in QueueMetrics seem to be ignored when I call in, it roundrobins through all the agents.

EDIT:  I think these options are just for reporting.  I need to mess around in agents.conf first.

[QueueMetrics]

You have to set up things in Asterisk and make sure they work, then you set up QM. QM has nothing to do with the underlying Asterrisk confihguration.... 

use rrmemory as a ring strategy, that's what you would expect from roundrobin.