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Queue endless loop

JBM
Posts: 13
 Member Since:
2007-01-21
Submitted by JBM on Sat, 03/07/2009 - 5:59am.

I've been using Trixbox for over 2 years and I love it! The only problem I am facing is with my queue. Currently when someone calls, I have 2 people on stand to answer the queue calls. The problem is when they both go out and neither one is available to answer the calls, the queue goes on and on forever.

The current flow is:

1. Call comes in
2. Welcome announcement kicks in
3. Agent Available picks up
4. If both agent are on the phone, then it goes to another short announcement thanking them for holding
5. Agent Available picks up

....but, here is the problem. If for whatever reason neither agent is available, the queue just goes on and on and on with the announcement.

I'd like the queue to stop, if say after 2 or 3 announcements there are no agents available, and then go to voice mail....any suggestions?

‹ Daily Backup stop working on Trixbox 2.2.4 No call and voicemail record / lots of warnings... ›

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GenePool
Posts: 224
 Member Since:
2006-06-03
When either agent 'goes
Sun, 03/08/2009 - 11:46am

When either agent 'goes out', why couldn't they just set their phone's status to DND? An alternate way, would be to NOT set up those extensions as 'permanent' agents in your queue configuration. Instead, whenever they wished to participate in the queue they could just 'log in', then calls would be directed their way.

In either case, be sure to handle the scenario where 'no agents' are available (join empty queue) and set up an appropriate announcement and message flow.


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