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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
- Filip Jenicek (Kerio)
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).
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.
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