Hi,
I have set same queue weight in two queues, some of the longest waiting calls not landing first. recent calls only landing first even some of the calls waiting from long time.
Hi @kiranpk
Without more details (screenshots and asterisk logs) for your not working setting we can’t help you.
@shahin ,
I hope this will help to understand.
I have an ACD environment with 7 different queues. All queues, extension penalty is same. The issue I’m experiencing is that calls waiting for a shorter amount of time in one queue are being delivered to agents before calls that have been waiting longer in another queue. I suppose this is somewhat logical because each queue is configured independently and can have their own settings (autofill, weight, ring strategy, etc.). However all of these queues are configured exactly the same in freepbx:
- rrmemory as the strategy
- Queue weight = 0
- Skip Busy Agents = Yes
- Wrap: 1 minute
I guess in layman’s terms what I’m looking for is a way for all of these queues to recognize each other and work together in delivering calls to available agents, first in, first out. Basically so that Queue 1 has a waiting call for 2 minutes, and Queue B, C, and D all have calls waiting for 1 minute, Queue 1’s call should have priority and be delivered and answered first because it’s been waiting the longest.
I feel like this is basic functionality in a contact center environment, yet I can’t find a setting or any documentation in freepbx or asterisk to make it work this way. Maybe I’m missing something very basic, if so I apologize in advance, but any help would be greatly appreciated.
Hi All,
I have an ACD environment with 7 different queues on Freepbx 16. All queues, extension penalty is same. The issue I’m experiencing is that calls waiting for a shorter amount of time in one queue are being delivered to agents before calls that have been waiting longer in another queue. I suppose this is somewhat logical because each queue is configured independently and can have their own settings (autofill, weight, ring strategy, etc.). However all of these queues are configured exactly the same in freepbx:
- rrmemory as the strategy
- Queue weight = 0
- Skip Busy Agents = Yes
- Wrap: 1 minute
I’m looking for is a way for all of these queues to recognize each other and work together in delivering calls to available agents, first in, first out. Basically so that Queue 1 has a waiting call for 2 minutes, and Queue B, C, and D all have calls waiting for 1 minute, Queue 1’s call should have priority and be delivered and answered first because it’s been waiting the longest.
I feel like this is basic functionality in a contact center environment, yet I can’t find a setting or any documentation in freepbx or asterisk to make it work this way. Maybe I’m missing something very basic, if so I apologize in advance, but any help would be greatly appreciated.
Hi
Do you guys any idea on this and help me.
Change the weight of queue 1 so that it will be dealt with first before the other queues the agents share.
Also did you just take a 9 year old post Multiple ACD Queues: Deliver calls FIFO regardless of queue - General Help - FreePBX Community Forums and copy it verbatim into a new post?
Because that is what it is looking it.
Do not directly tag people. It’s rude, and people are not obligated or required to respond to you. Tagging people in fact generally makes them want to help you less.
And I have merged the posts together.
That is what exactly my requirement is, when multiple queues having same queue weight and multiple calls are waiting from the all queues, the longest call should deliver to the agent first(agents are common on all queues).
My Apologies…
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