When you use ring all, a caller on a queue tries, once each second, to grab all the members of the queue are free. It then has exclusive access to all of them until the queue timeout value is reached, or the call gets answered.
During that time any caller on another queue will only be able to grab those members that have become free in the mean time. If none do, it will try each second until the timeout occurs on the first queue. However, in that case it is also possible that a caller on the first queue will grab all the available agents first. Queues at the same priority operate on a contention basis and the caller that is latest in their cycle of polling for members will win.
We’re pretty low call volume, so it’s rare we get a couple people in the queues. More often, for whatever reason our small team can’t pick up, and the caller gives up while the PBX is busy going through each agent.
This status is not the same as the Peers status and I don’t know if Asternic call center reports the same information that the command would give you as I don’t use that product anywhere.
You can run this command under Admin → Asterisk CLI.
This command lists all the agents that are in a queue and their status. It’ll tell you if they are paused or in a call or if they are indeed Not in use and available to receive calls.
If the issue is not easy to reproduce you may have to pull this information frequently until you catch something out of the ordinary.
Sounds good, and thank you. I will try giving this a shot.
There seems to be some progress in this after fixing various other things for another issue. I’ve been putting the last couple days into this to try to sort this stuff. Business has been rough lately, and we’re pending acquisition, so trying to put my best foot forward with this. Even if the buyer plans to move us to their system (Aircall) ha.