Is there a way to increase the weight of a queue for a user waiting in one queue for a certain amount of time, eg 5 minutes, so that their takes priority over calls in another queue with regards to queues that have many of the same agents?
Let’s say Queue A has Agents 1 and 2, while Queue B has Agents 2 and 3. Too many times I’ve seen Agent 1 and 3 on calls too long, while Agent 2 takes calls in more rapids succession, but the randomness with which the calls reach Agent 2 from the two Queues can often result in the first caller in Queue B going to 20 minutes while Queue A’s callers keep getting Agent 2 after being in that queue for 2 minutes.
Is there any way to rectify this issue using VQ plus?
It certainly has good options, but from what I’m seeing it either applies to the agents (dynamic penalty rules) or the ability to increase a caller’s weight within a single queue, but I’m trying to figure out how to increase the weight of a queue dynamically. It’s been 10 years since this post: http://forums.asterisk.org/viewtopic.php?p=67706, I’d be surprised if this isn’t possible yet.
I understood that it changes the callers priorities…
From the wiki:
Queue Penalty Rules
Select a queue penalty rule from the drop-down menu in order to apply rules. (Default = none.) These rules are part of the generated queuerules.conf, and allow the QUEUE_MIN_PENALTY and QUEUE_MAX_PENALTY to change as a caller ages in a queue. Make sure to set the Initial min and max penalties above when using rules.
The only other idea i can think of, is set the timeout in your Queue to 5 minutes and destination to a Queue Priorities which will set the priority and return to the Queue.
Yeah, I ended up filtering all of the queues through virtual queues into a single queue… I think that’s what I was thinking of doing when the question came up like 8 months ago. A couple things don’t work well with doing it that way, namely 0 out if there’s more than one language that would be calling in, which is disappointing.