Failover Queues for Call Center

Asterisk
1

I am putting together a basic dialplan for a HelpDesk Call Center and I am having issues with having the call go to the next member in the queue if the user does not pick up.

This is the scenerio:

Call comes into the help line:

  • Call rings Phone 1
    If Phone 1 is busy or does not pick up
    Call Goes to Phone 2
    If Phone 2 is busy or does not pick up
    Cal Goes to Phone 3

I have setup a queue with 3 members with penalties assigned (1-3). The Penalties work fine, however the call does not failover to the next call after a timeout which I also declared in the queue. It will ring, stop ringing and then ring again.
Here is my Queue and my method of calling the Queue.

same => n,Queue(Clare_Shared_Services,)

[Clare_Shared_Services]
strategy=ringall
joinempty=no
leavewhenempty=yes
ringinuse=no
timeout=15

;Diane Kimberling
member=>SIP/EUC-1382-00085d19fa1f,1

;Kyle Glick
member=>SIP/EUC-1331-00085D3CCA2D,2

;Frankie Zepeda
member=>SIP/EUC-1332-00085d3cca33,3

2

Try using the strategy of rrmemory and putting your agents at the same priority.