QUEUE Agents receiving calls while on a call

[Ricardo]

Hello all,

Currently we have in our system a queue composed of 5 agents. When a call gets into the queue and it's answered by an Agent (Agent 1) his status changes to "Handling". If another call is received in the queue, Agent 1 will experience a ringing again as if he was in status "Ready". We would like to change that behaviour, when Agent 1 pciks up the first call shouldn't receive or experience any ringing from any other call. We've checked the Queue creation API and docs and we can't seem to find where to configure that beheaviour.

On other tests, we also have seen that if Agent 1 makes an outbound call his status remains as "Ready" when he should be "busy" or something else so he doesn't gets any calls from the queue.

They main problem here is that agents are still receiving calls even though they are busy.

Should we be changing Agent's status manually when they are making a call, if so what state should they be in when receiving or making calls, since we have only "login" | "logout" | "pause" | "resume" status.

 

 

[tomas_]

Isn't it possible to disable call waiting on the agents phone?

[Ricardo]

We haven’t tries disablinf call waiting, but from what we have read in the docs the system should automatically kniw if an agent is on a call and not ring him in the next call that enters the queue

[Mark Magnusson]

@Ricardo,

Are you using ACDC (the open source app) or Qubicle (the paid app) ?

[Ricardo]

Hello Mark, Thanks for the Reply.

 

We are using ACDC. at this point we are thinking to logout users from the queue when they receive a call but we are not sure if this is the correct behaviour. Our Objective is to hace several agents logged in and receiving calls but when a new calls gets into the queue it shouldn't ring to the agents tha are currently on an outbound or inbound call.

 

[Mark Magnusson]

At this point your best bet may be to just have them change state when on a call.  That is not exactly a great solution, but it *should* work.

[Ricardo]

In normal conditions, is that automatic or how does the system know if a user is on a call. Usually what I see on the system is that the user is "Busy" but I can't seem to find a way to change that status since the only options are "Logout" pause resume login

[tomas_]

Which phones are you using? Most devices have option to disable call waiting, that must be the best solution...

[Ricardo]

Hi Tomas.

We are using a web application that we delevoped. It's not a ysical phone

[Mark Magnusson]

I am not sure if it is automatic or not normally.  Are you using a system with multiple zones?  If so that could be impacting this.

[Ricardo]

Hi Mark, no we are not using multiple zones. from the docs this is what we've found regarding the Agents status

https://github.com/2600hz/kazoo/tree/master/applications/acdc/doc

Queues

Queues manage the dispersal of member calls to agents. Because the queue won't know if an agent is busy in another queue, the queue will broadcast a member_connect_req to all known agents. The queue will collect member_connect_resps and choose one agent, based on routing strategy, to send the member_connect_win message. If the agent is unable to connect the call and send the queue a member_connected, the agent will attempt the next appropriate member_connect_resp. If the list is exhausted, the queue will wait a configurable amount of time before sending another member_connect_req and repeating the process.

[Mehrdad]

Guys, I 100 times try to create a new queue with ACDC API, but unfortunately every time i field.

please give me a correct reference to create and handle ACDC functionality.