Call routing on Queues

[mudcow007]

hello all

we are currently using Queuemetrics (ver 1.4.4) in conjunction with Asterisk (ver 1.4.7.1)

we have 6 different queues set up in Asterisk, the agents that are attached to each queue have a priority so:

Agents.conf

Agent 1200,1
Agent 1201,1

Agent 1300,2
Agent 1301,2


Queues.conf

[random]
musiconhold = default
announce = random-queue
context=Queuevoice
strategy = rrememory
timeout = 10
retry = 4
wrapuptime = 10
maxlen = 0
joinempty = no
memberdelay = 0
call-limit =1

member => Agent 1200,1
member => Agent 1201,1

member => Agent 1300,2
member => Agent 1301,2

we have also set this option in queuemetrics but the calls do not adhere to the priorities?! meaning the agents with the 2 gets as many calls as the agents set to 1

does that all make sense?

thanks

[QueueMetrics]

The fact that you get the same number of calls on the first and second lines does not signal a problem per se; it might just be that the queue is very saturated - how many calls are you losing?

Instead, I suggest routing  a call when one of the agents in layer 1 is free and see if it gets connected correctly.

By the way, I think there is a mistake in your queue config, because it's rrmemory and not rrememory. 

[mudcow007]

Thanks for the reply!

we aren’t losing calls, its just we have the calls going through a database which picks up the callerid and routes the call to the corresponding queue, so a call with the ID of 0151 will be routed to the 0151 queue. This is where we have the agents and priorities set. Ideally we want certain agents to answer certain calls, but if these agents are busy then the call will go to other available agents (in the same queue)

it happend on Friday when a call came in, no agents were in wrapup or busy an the call went to an agent with the priority of 2 whilst there were agents available with the priority of 1

also, there seems to be no effect in queuemetrics when you set (in queue configuration) that the agent is Main, Wrap and Spill

ahh sorry yes that was a typo on here, its ok in * 

[QueueMetrics]

Setting options in QM has nothing to do with Asterisk call distribution, it'0s just used when displaying data. So this makes ense.

On the other side, I find it strange that call priorities don't work. They are pretty old in Asterisk, and they have always worked. What I'0 thinking of is that if you have  a temporary problem with an agent's telephone (or the agent is busy on a different queue) then the first "stratum" is complete and Asterisk stries the second.