Queues Re-Ordering

We have lots of caller complaints where the caller claims they are told they are number 1 or 2 in the queue then 15 minutes later will be moved up to a higher number like 5 or 6. We do not appear to be using Queue Priorities. We are a non profit medical clinic and this is generating a lot of hate mail from patients. Any help would be greatly appreciated. Here is a screen shot of our most problematic queue.



While there’s Asterisk under the hood, you’re using something else on top of Asterisk, FreePBX, to control Asterisk.

Your best path forward is to take your issue to the FreePBX team at www.freepbx.org. If it turns out to be something that’s caused by Asterisk, they’ll be able to say. But, you’ll want to start there first, as it could be configuration or implementation related.


Although there are ways for callers to miss their turn, nonetheless, without priorities, or the dialplan re-queueing them (the latter could only happen through third party software) there is no realistic way for the position in the queue to go backwards.

I’d therefore agree with Malcolm that you need to pursue this with the FreePBX people.

Missing a turn tends to happen because of comfort messages, or because you have complex arrangements with queues of different weights sharing the same agents. If a caller misses a turn, they don’t lose their position in the queue.