Call Penalties

Asterisk Asterisk Support
1

Hi All,

Is it possible to have extensions on a queue with lower priorities continue ringing when the higher priority ones kick in too?

We’re basically running a small call centre and the team leaders don’t want their phones to ring for the first X seconds of the call coming in.

Thanks a lot!

2

See queuerules.conf.sample

As you are specifying a range, I think the answer is yes.

I would expect the change to happen in a pause in the ringing of agents.

3

That’s great thanks. Looks like it’ll do what I want. Just need to figure out how to do this with FreePBX distro now!

4

I’ve created the following rule:

[escalatepenalty]
penaltychange => 3,+3

And added the following to queues.conf

[general]
defaultrule = escalatepenalty

However I see no reference to the rule being used or the penalties being applied, and they aren’t having the effect I would expect.

pbx1*CLI> queue show rules
Rule: escalatepenalty
	After 3 seconds, adjust QUEUE_MAX_PENALTY by 3 and adjust QUEUE_MIN_PENALTY by 0

pbx1*CLI> queue show default
default has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
   No Members
   No Callers

pbx1*CLI> queue show 9009
9009 has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 0s talktime), W:0, C:0, A:12, SL:0.0% within 60s
   Members:
      Test1 (Local/4834@from-queue/n) with penalty 2 (Not in use) has taken no calls yet
      Test2 (Local/4828@from-queue/n) (Not in use) has taken no calls yet
   No Callers

Any advice/help anyone can offer would be greatly appreciated. :smile: