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Home » Kerio User Forums » Kerio Operator » Queue problem (A new incomming call during conversation)
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Riddick

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Hi! I have something wrong with the queue working. It has round robin strategy but when an agent is having a call sometimes he can receive another incomming call (x-lite notifies about that). The new call can't be answered so it goes somwhere else (perhaps to the next agent) and in the call history a busy record appears.

1. The wrong busy record harms my call statistics, because this call was answered by one of the next agents.
2. The agent should't receive a new call before he finished the previous one.

An option "don't allow multiple incomming calls" could help me but i didn't find it. Any ideas?
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Vladimir Toncar (Kerio)

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Hi,

Could the second call be a direct one?

Vladimir
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Vladimir Toncar (Kerio)

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The number of concurrent calls can be limited on external interfaces, not on extensions (we leave that up to the phone).
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Riddick

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No i'm sure it's not a direct call but the one from the queue. Is it an issue or i'm doing smth wrong?
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Vladimir Toncar (Kerio)

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Is the agent subscribed to just a single queue or multiple queues?

Could you enable Asterisk logging in the debug log and try to reproduce the issue? Then please send the debug log along with your support information file (from the System Health screen) to me at vtoncar at kerio dot com.

Vladimir
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