We are a 350 seat call center in the middle of an Asterisk migration, and we have had one major problem that is slowing us down.
Most of our CSR’s are signed into queue using the AsteriskGuru Switchboard application, which uses AddQueueMember and RemoveQueueMember to dynamically sign agents in and out of queue. When we queue up, though, our agents are receiving multiple inbound calls - they will be talking to a customer and another line will ring in. This is a problem, obviously, and we need to fix it.
All but one of our * boxes are running 1.0.7, and we were able to use SetGroup and CheckGroup successfully to limit the number of calls - we added these options to the from-inside context and it seemed to affect the queue calls.
The last box, which is running 1.2.1, had to be updated to use the GROUP function. However, adding it to the from-inside context doesn’t seem to fix the issue as it did in the older versions.
What I need to know is how to effectively limit the number of inbound calls to our CSRs, and I’m lost, because there is very little documentation for the queue setup, and even less for the new 1.2 functions.
I apologize for the very vague post, but I am throughly stumped and am under the gun to get fixes in place ASAP.