QueueMetrics > General Asterisk configuration
Dynamic Agents - Device State not changing
bhenry:
I just recently moved my call center from static agents to dynamic agents. I am noticing now that when my agents are on a call, they still show up in Asterisk as (Not in use) but on Queuemetrics they are correctly identified as on a call.
This is causing problem as some agents are getting calls back to back as the ringinuse=no is not working because DEVICESTATE is still showing (Not in Use).
I am running Asterisk 1.4.26.2 and Queuemetrics version 1.6.1
Any ideas?
bhenry:
Well I think the answer is that local channels do not support DEVSTATE fully. I think that because my phones are connected to legacy PBX, local channels on their own will not work! I am going to try switching to using the "Hot Desking Method". In my testing this did show in use queue agents as (Busy).
QueueMetrics:
It will only work reliably if your agents are on SIP channels, though.... I am not sure how well other channels implement states.
bhenry:
I have changed the "agent logon extension" to sip/XXXX@context. So now my agents are all working as sip/xxxx@context. Even with this change, the device state for my queues is not changing to inuse or busy when agents are on a call!
Is what I am trying to achieve possible? I need Devstate so that ringinuse actually works while all of my phones are connected to Legacy PBX via SIP trunk to Asterisk.
QueueMetrics:
This is more an Asterisk question - I would say it's ok as long as the stare is honored.
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