Connect. Communicate. Collaborate. Securely.

Home » Kerio User Forums » Kerio Operator » Call Queue Strategy
  •  
ESP Projects

Messages: 115
Karma: 5
Send a private message to this user
I am experimenting with different call queue strategy's but am finding it difficult to determine which agent will be next in line for a call.

We need "Round Robin with memory" but it would be nice to see who is going to be getting the next call, or at least know what the order is so that we can work it out.

We have a team of 6 call handlers that log in/out dynamically, any number of them may be logged in at once, and they might log in/out more than once a day. What I need to know is:

  • What does Kerio use to determine where in the list an agent is placed?
  • Will logging out then back in put you back to the top of this list?
  • Is there any API to look at the order engineers will be called?
  • What happens to the engineers place in the queue if they miss a call (will it be their turn next or will it bypass them and go to them next time around?)


Any feedback would be appreciated

Thanks
  •  
Filip Jenicek (Kerio)

Messages: 1094
Karma: 80
Send a private message to this user
Hi

The strategy is called "rrmemory" in Asterisk. Quoting the Asterisk documentation:
The rrmemory strategy works by rotating through agents in the queue in sequential order, keeping track of which agent got the last call, and presenting the next call to the next agent. When it gets to the last agent, it goes back to the top (as agents log in, they are added to the end of the list).

Your questions:
1. At the end.
2. It will place them to the end.
3. There is no API available to read the status. I don't think its currently possible to read such information from Asterisk. You can use the suggest idea button to suggest such thing.
4. The call will go to the next agent.

All the queue really does is that it loops around: A->B->C->A->B->C->A... When an agent doesn't answer, the next one is tried.

Filip

Previous Topic: provisioned phones not registered
Next Topic: Security issue: Operator is an open dns resolver
Goto Forum:
  


Disclaimer:
Kerio discussion forums are intended for open communication between forum members and may contain information and material posted by members which may be useful in learning about Kerio products. The discussion forums are not intended to provide technical support for any specific product. Any information implied or expressed in the discussion forums is that of the posting member. Kerio is in no way responsible for the information posted in the forums, or its accuracy. Kerio employees may participate in the discussions, but their postings do not represent an offical position of the company on any issues raised or discussed. Kerio reserves the right to monitor and maintain the forums to promote free and accurate exchange of information.

Current Time: Mon Aug 21 01:03:43 CEST 2017

Total time taken to generate the page: 0.00459 seconds
.:: Contact :: Home ::.
Powered by: FUDforum 3.0.4.