I have a call center environment with PBXware.I have 10 agents in a queue called ‘cust-support’.
I am using rrmemory strategy for queue.When one of my agent is on outbound call and if an incoming call comes at that time
the busy agent on outbound call is getting ring even though free members are there.So he have to hold the outbound call and transfer the call to other agents.
my queues.conf look like this…
[general]
useodbclog=yes
keepstats=yes
[CustSer]
context=queue-115
setinterfacevar=yes
maxlen=20
music=default
timeout=10
memberdelay=1
joinempty=yes
leavewhenempty=no
autofill=yes
announce-holdtime=yes
announce-frequency=30
announce-round-seconds=0
monitor-format=wav
monitor-join=yes
member => Agent/1001
member => Agent/1008
member => Agent/1010
member => Agent/1012
member => Agent/1013
member => Agent/1006
member => Agent/1007
member => Agent/1015
member => Agent/1016
eventwhencalled=yes
reportholdtime=yes
retry=4
strategy=rrmemory
wrapuptime=9
please help me to solve this issue…
AgentCallbackLogin is deprecated/removed in all supported versions of Asterisk. The official method is to use Local channels. (Permanently connected agents would either not be able to make an outgoing call, or Asterisk would have no way of knowing that they were doing so.)
Device state does not propagate through Local channels or call back agents. (However, if you used a Local channel, I suspect it could explicitly test the device state of the underlying device.)
If I remember correctly, and you are using SIP agents, I believe you will need call limits setting to give a valid in use indication, but they will have to be direct members of the queue.
ringinuse=no
will help but only if the queue is able to see the device state which, as david55 states, it does if you used Local channels.
i do recall that i had this problem show up with earlier versions of asterisk [somewhere around 1.4.21 i think] where the device state was simply not seen by the queue.
Why would he have to take the call and transfer it? Your Timeout=10, which amounts to about 3 rings. After three rings the call should go back to the queue and since your on a rrmemory strategy, it would move on to the next agent. Atleast that is how it works on my system under 1.6.2.6.