Lead calls to queues equally?

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Lead calls to queues equally?

Postby peter59 » Mon Jan 11, 2016 6:42 am

Hello everyone,

I want to know if it's possible to lead calls to queues equally?

For example: we have 2 queues, one of them has 3 callers on hold and the other has one caller on hold. If there are 2 new incoming calls, how can I configure Asterisk in order to lead these 2 calls to the queue which has the least calls on hold?

Other example: These 2 queues has the same number of calls on hold, if there are 2 new incoming call show can I configure Asterisk in order to lead these 2 calls to these queues equally?

Thank you in advance,
Pierre
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Re: Lead calls to queues equally?

Postby david55 » Mon Jan 11, 2016 7:00 am

Read the number of callers and make a decision in the dialplan.

Why don't you simply use one queue with multiple agents?
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Re: Lead calls to queues equally?

Postby peter59 » Mon Jan 11, 2016 7:56 am

I know, we can do this with one queue, but I want to imagine the fact we are in a call center where there are many skill's teams and we have one queue per team.

For example, we can have 2 callers requesting the same skill and then led to 2 different teams with same skill.

Maybe we cannot do this.
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Re: Lead calls to queues equally?

Postby peter59 » Tue Jan 12, 2016 2:23 am

How can I read the number of callers?
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Re: Lead calls to queues equally?

Postby satish4asterisk » Tue Jan 12, 2016 3:45 am

Asterisk Function QUEUE_WAITING_COUNT

Code: Select all
#asterisk -rx "core show function QUEUE_WAITING_COUNT"

  -= Info about function 'QUEUE_WAITING_COUNT' =-

[Synopsis]
Count number of calls currently waiting in a queue.

[Description]
Returns the number of callers currently waiting in the specified <queuena
me>.

[Syntax]
QUEUE_WAITING_COUNT([queuename])

[Arguments]
Not available
[See Also]
Queue(), QueueLog(), AddQueueMember(), RemoveQueueMember(), PauseQueueMember(),
UnpauseQueueMember(), QUEUE_VARIABLES, QUEUE_MEMBER, QUEUE_MEMBER_COUNT,
QUEUE_EXISTS, QUEUE_WAITING_COUNT, QUEUE_MEMBER_LIST, QUEUE_MEMBER_PENALT
Y


--Satish Barot
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