Help With Queue Penalties

Commercial Modules
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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?

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

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

4

BUMP

Any help would be appreciated!

5

BUMP

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

6

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

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.

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8

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