Help With Queue Penalties

configuration
freepbx
queue
asterisk
Tags: #<Tag:0x00007fafc028e3e0> #<Tag:0x00007fafc028e2a0> #<Tag:0x00007fafc028e160> #<Tag:0x00007fafc028e020>

(Eric) #1

Hello,

I recently purchased a VQ+ license and am trying to configure queue penalties to escalate incoming calls that are not being answered in a timely manner. Basically I have various specialties that all have a primary engineer and backup person available so I have a queue configured for each and I would want Extension 1 to ring for 20 seconds and then start ringing both extension 1 & 2 until the call is answered or the timeout is reached. My main issue is that i’m a little foggy trying to understand the documentation but I tried several things to make this work

Initial Config:

  • Extension 1 = Penalty 0
  • Extension 2 = Penalty 1
  • Agent Timeout = 20
  • Ring Strategy = ringall
  • Penalty Rule Timeout = 20
  • Max Penalty Change = 1
  • Min Penalty Change = 0
  • Queue Raise Penalty = 1

With this config it immediately starts ringing extension 1 & 2 simultaneously, is there someone out there that can help me understand this with a little more clarity and possibly get this configuration working?


(Lorne Gaetz) #2

You need to define a queue rule. Initial max and min will be zero and only your zero penalty agents will ring. Once you define a queue rule with min, max and raise penalties set to 1, both your zero and one agents will ring.
https://wiki.freepbx.org/display/FPG/Queue+Penalty+Rules


(Eric) #3

Hello @lgaetz

So that was my initial configuration, here a rundown of what ive tried in my Queue Penalty Rule:

Max Penalty Change = 1
Min Penalty Change = 1
Queue Raise Penalty = 1
*Queue Lazy Members Set to No
####### Call keeps ringing penalty 0 extension and never escalates

Max Penalty Change = 1
Min Penalty Change = 0
Queue Raise Penalty = 1
*Queue Lazy Members Set to No
####### Call keeps ringing penalty 0 extension and never escalates

Max Penalty Change = 1
Min Penalty Change = 1
Queue Raise Penalty = 1
*Queue Lazy Members Set to Yes
####### Call Rings Extension 1, then starts extension 2 but stops ringing 1

Max Penalty Change = 1
Min Penalty Change = 0
Queue Raise Penalty = 1
*Queue Lazy Members Set to Yes
####### Call Rings Extension 1, then starts extension 2 but stops ringing 1


(Eric) #4

BUMP

Any help would be appreciated!


(Eric) #5

BUMP

@lgaetz Would you be able to provide any additional input?


(Itzik) #6

Was the queue ring strategy set to something else, and then it was changed? If so, restart asterisk.


(Lorne Gaetz) #7

I’m still on vacation this week, and can’t confirm your report until I’m back at work. If the queue behavior is not working as described in the wiki, open a commercial module ticket.