Efficiently handle queue strategy

queue
Tags: #<Tag:0x00007f70258b31d8>

(Raven) #1

Hello,
i’m trying to achive the following structure:
Queue 1) A Agents - try one time every available agents then exit to queue2
Queue 2) B Agents - try one time every available agents then exit to queue1

the closest i could get is like this:
[3000]
announce-frequency=0
announce-holdtime=no
announce-position=no
autofill=no
autopause=no
autopausebusy=no
autopausedelay=0
autopauseunavail=no
joinempty=yes
leavewhenempty=ultrastrict
maxlen=0
memberdelay=0
min-announce-frequency=15
penaltymemberslimit=0
periodic-announce-frequency=0
queue-callswaiting=silence/1
queue-thereare=silence/1
queue-youarenext=silence/1
reportholdtime=no
retry=5
ringinuse=no
servicelevel=60
setinterfacevar=yes
strategy=rrmemory
timeout=10
timeoutpriority=app
timeoutrestart=no
weight=0
wrapuptime=10
context=

[4000]
announce-frequency=0
announce-holdtime=no
announce-position=no
autofill=no
autopause=no
autopausebusy=no
autopausedelay=0
autopauseunavail=no
joinempty=yes
leavewhenempty=ultrastrict
maxlen=0
memberdelay=0
min-announce-frequency=15
penaltymemberslimit=0
periodic-announce-frequency=0
queue-callswaiting=silence/1
queue-thereare=silence/1
queue-youarenext=silence/1
reportholdtime=no
retry=5
ringinuse=no
servicelevel=60
setinterfacevar=yes
strategy=rrmemory
timeout=10
timeoutpriority=app
timeoutrestart=no
weight=0
wrapuptime=10
context=

but i have two problems:

  • if all are in pause or not logged in freepbx reproduces an error audio and hanghup (probably cause it goes on loop beetween the queues). I know is a limit case but it could happen
  • if only one is logged in, freepbx wait the max time before exit trying always the same agents.

i can’t remove the retry or freepbx would try only one time an agents then go to failover but with retry it waits the max wait times.
Same goes for the strict on “Leave Empty” if i dont set it there is the risk to stay too much in a queue if i set it there is the risk that if no one is logged it goes on error
Am i doing something wrong or is there some tricks to optimize my queues?

Thank for the help!

ps: excuse me for my poor english!


(Communication Technologies) #2

Can you just put the Queue 2 agents into Queue 1 at a higher penalty? That way it tries A agents first, then moves to the higher penalty B agents?

Then the call is not traversing the queues and I imagine the reporting would be a lot cleaner as well.


(Raven) #3

hi,
yes I thought about it and it is almost certainly the way I will follow… it’s just that I use ishymphony for queue analysis and it was convenient for the operator to see the trend of the two separate queues rather than the global one.


(system) closed #4

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