Multiple Queues and Call Confirm

FreePBX Applications / Modules
1

FreePBX 16 Asterisk 18

I have multiple queues with agents skilled in those queues. Call confirm is set to yes, so the agent has to press 1 to accept the call. This is required because the endpoint (agent phone) is off PBX and we do not want the customer going to personal voicemails.

When we get busy we have noticed that the agent will get call one, but not move into a IN USE state until after they press 1. This can cause a second queue call to route to them, and they will start ringing while talking to the call one customer. This call can be ignored and will go to the next agent, but its often confusing and annoying to experience.

Are there any options for stopping/mitigating this?

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I am not sure I know the answer to your question but I just wanted to pop in here and say what a well thought out and put question. I totally understand the problem even though I never experienced it and it makes me wish I knew the answer so I can answer it for you. I wish everyone had the skill of asking for help well.

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