QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: mathabathe on March 05, 2015, 13:56:04

Title: missed call while agent is on call
Post by: mathabathe on March 05, 2015, 13:56:04

missed call while agent is on call ,but it happened only once and the agent was logged to the queue.
what could be the problem?

Title: Re: missed call while agent is on call
Post by: mirkox on March 05, 2015, 15:27:38

Hi mathabathe,

I'm not sure about your question, could you please rephrase?
Thanks  :)

Title: Re: missed call while agent is on call
Post by: mathabathe on March 06, 2015, 15:49:21

Hi Mirkox,

my question is how come an agent that has logged to a queue on queuemetrics  get a missed call while busy on the talikn on the incoming call ?

hope it is clear

Title: Re: missed call while agent is on call
Post by: mirkox on March 06, 2015, 16:14:39

Many voip phones can receive multiple calls at the same time, so when a call is in the queue, depending on the ring strategy Asterisk will try to ring even busy phones, at least you don't have ringinuse=no in your queue configuration.
Keep in mind that it doesn't work, for example, if you have your phones logged in the queues as Local/ channels since this kind of channel doesn't have a state.

Mirko

Title: Re: missed call while agent is on call
Post by: mathabathe on March 10, 2015, 17:32:28

thank very much , my queue ring strategy is set to  ringinuse=no in the queue configuration.
closed