Help required on Queues


I have 8 agents configured in queue and have setup maxnumber of caller can wait is 1 if all agents busy.(maxcall=1). it works gr8.

I wish to setup in such away , like if all the 8 agents are busy,called should not getinto queue, called should not be answered.

even i can’t set maxcall=0 in queues it denotes for unlimited callers can wait in queue. how should i achieve the same.

Please help on my requirement.


You don’t have a queue in that case!

You could set the maximum time in the queue to 1 second, or you might be able to use dialplan functions to calculate the number of free agents.

hi david,

my query is not related to time.

if you can let me how to calculate the no.of free agents in queue in dialplan would be usefull.

so that i could do.

1.As soon as call arrives, we should check for free agents, if an agent is available, then route it to queue, else hung up …


Your problem is related to time; you want the queuing time to be zero (i.e. you are trying to do ACD without queueing); I was suggesting that one second is near enough to zero.

You’ll have to do your own research on dialplan functions as I’ve never needed to do a calculation based on busy agents.

somehow i fixed it. by commenting “maxlen” parameter in queues.conf and not using answer() for queue dial plan very first.

exten => 1000,1,Wait(1)
exten => 1000,2,SetMusicOnHold(default)
exten => 1000,3,Queue(callqueue)
exten => 1000,4,Busy()
exten => 1000,5,Hangup()

it worked fine.