[asterisk-users] Delay in Call Distribution using the Queue Application

[m***@gmx.net]

Hello all,

we're using asterisk 1.2.12.1 in an Inbound callcenter using the queue application. If there are many calls in the queue, it sometimes takes up to 30 Seconds before a call is distributed to an agent.

For example there are 10 callers in the queue, an Agent is finishing a call and it takes up to 30 seconds before his phone rings again. We're already set the "wrapuptime" parameter in "queues.conf" to 0, for my point of view an agent phone that becomes available again should ring immediately after hanging up a call.

Does anybody know if there are any known issues or restrictions in the queue application in version 1.2.12.1?

Thanks and Regards

Markus

[Lee Jenkins]

Post by m***@gmx.net
Hello all,
we're using asterisk 1.2.12.1 in an Inbound callcenter using the queue application. If there are many calls in the queue, it sometimes takes up to 30 Seconds before a call is distributed to an agent.
For example there are 10 callers in the queue, an Agent is finishing a call and it takes up to 30 seconds before his phone rings again. We're already set the "wrapuptime" parameter in "queues.conf" to 0, for my point of view an agent phone that becomes available again should ring immediately after hanging up a call.
Does anybody know if there are any known issues or restrictions in the queue application in version 1.2.12.1?
Thanks and Regards

Check out the red highlighted paragraph. Maybe that is connected.

http://www.voip-info.org/wiki/view/Asterisk+cmd+Queue

[Gavin Hamill]

Post by m***@gmx.net
Hello all,
For example there are 10 callers in the queue, an Agent is finishing a call
and it takes up to 30 seconds before his phone rings again. We're already
set the "wrapuptime" parameter in "queues.conf" to 0, for my point of view
an agent phone that becomes available again should ring immediately after
hanging up a call.

Try setting wrapuptime to 1 . Setting it to zero likely enables some default
value.

Cheers,
Gavin.

[Tom Rymes]

Post by m***@gmx.net
Hello all,
we're using asterisk 1.2.12.1 in an Inbound callcenter using the
queue application. If there are many calls in the queue, it
sometimes takes up to 30 Seconds before a call is distributed to an
agent.
For example there are 10 callers in the queue, an Agent is
finishing a call and it takes up to 30 seconds before his phone
rings again. We're already set the "wrapuptime" parameter in
"queues.conf" to 0, for my point of view an agent phone that
becomes available again should ring immediately after hanging up a
call.
Does anybody know if there are any known issues or restrictions in
the queue application in version 1.2.12.1?

You may be running into the limitation in Asterisk 1.2 (It's fixed in
1.4, I think.... double check that) in how the queues distribute
calls. Basically, the queue can only distribute one call at a time,
so if you have two agents, both available, and two calls in the
queue, asterisk will send call #1 to agent #1 first. Once that call
is connected, Asterisk will then send call #2 to agent #2. In other
words, until asterisk distributes the first call, it can't distribute
any other calls waiting in line.

One nasty side effect of this is that an agent who fails to log out
and leaves their desk will add 30 seconds or so (the amount of time
their phone rings before the queue gives up and tries the next agent)
wait time to all of the calls waiting in the queue.

Tom

[Lenz]

Yes, I confirm the autofill option is present in 1.4, but must be enabled
manually not to break compatibility with 1.2.
l.

On Fri, 19 Jan 2007 15:32:32 +0100, Tom Rymes

Post by Tom Rymes
You may be running into the limitation in Asterisk 1.2 (It's fixed in
1.4, I think.... double check that) in how the queues distribute calls.
Basically, the queue can only distribute one call at a time, so if you
have two agents, both available, and two calls in the queue, asterisk
will send call #1 to agent #1 first. Once that call is connected,
Asterisk will then send call #2 to agent #2. In other words, until
asterisk distributes the first call, it can't distribute any other calls
waiting in line.