We are faced with a strange situation where clients calling in are put into a queue but the person in front of the queue is not transferred to an agent but the client in pos2 or even pos3 gets transferred to an agent.
We are running FreePBX 220.127.116.11 with about 350 users, 52 trunks all able to make and receive call.
With this we also have several queue configured.The Ring Stratigy is on rrmemory and there is no priorities set for certain numbers.
Has any one else experienced an issue like this and if so were you able to resolve it?\
Do you mean to say that a caller waiting in a queue never rings an agent?
If so, then are they dynamic or static agents?
Also, can you post a screenshot of the queue configuration?
Thanks for the response.
To answer your question:
- It is static agent
- Queue Config
Queue Number 8002
Queue No Answer No
Call Confirm No
Call Confirm Announce Default
CID Name Prefix
Wait Time Prefix No
Alert Info None
Ringer Volume Override None
Restrict Dynamic Agents No
Agent Restrictions No Follow-Me or Call Forward
Ring Strategy rrordered
Skip Busy Agents Yes
Queue Weight 0
Join Announcement none
Call Recording Force
Mark calls answered elsewhere Yes
I found a solution to the issue. Under the queue options there is a setting called auto fill.
Description: " If this is set to Yes , and multiple agents are available, the PBX will send one call to each waiting agent (depending on the ring strategy). Otherwise, it will hold all calls while it tries to find an agent for the top call in the queue, making the other callers wait."
It seems to me what was taking place was that asterisk started looking for an available agent for caller 1 and found that the first agent was busy. According to the Auto Fill description it will also do the same for call 2 & 3 with different agent that was available at that time, so the calls was sent to the agents while call 1 staid in the queue.
Changing auto fill = no resolved the issue by forcing call 2 & 3 to wait in queue till call 1 is answered.
That sounds like something a developer might want to look at. Perhaps a trouble ticket might be in order. Since you know what caused and the remedy, it won’t be “high” priority, but it does violate the rule of least astonishment.
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