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Creating Queue on the Elastix Call Center

Posted on 2014-02-14
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Last Modified: 2014-03-06
An Inbound Route has been configured, where the destination is a Ring Group. This Ring Group contains 4 extensions.
What happens is that when there is a incoming call, the 4 extensions in the Ring Group will ring.
When agents are talking on the 4 extensions, i need the 5th caller, 6th caller and so on, to be placed on queue.I need help in configuring this. Please view screenshots.
Queue-part-1.JPG
Queue-part-2.JPG
Ring-Group.JPG
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Question by:christoforatos1968
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Expert Comment

by:Phonebuff
ID: 39860444
Well,

   Your configuration of a Destination if no Answer is correct.  But what you have to do for the extensions in the ring Group is turn off Call Waiting so that a second incoming call can't ring there.   All be sure an turn on Skip Busy agents and Ignore CF unless you want calls forwarded for some reason.

   Also, you might want to just consider sending them straight to the Queue with the changes in FreePBX 11 you can have the call sent to the queue and then an available agent directly instead of them hearing the Join Queue announcement which will ony play when no agents are available.

    =================
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Author Comment

by:christoforatos1968
ID: 39873363
Sorry about the delay.
The second incoming call does ring.
I have an issue when the available agent does not answer the next caller.
Queue testing as follows:
Agent answers first caller.
2nd caller is calling. Message "You are first in line".
3rd caller is calling. Message "You are second in line".
Agent and first caller terminate call.
The second caller is still in queue.
Since the first caller and the agent have terminated the call, the second call should have been answered by the agent. Need help on this. Thanks.
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by:Phonebuff
ID: 39873372
Add extension 427 to the list of Static Agents on Queue 500
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Author Comment

by:christoforatos1968
ID: 39873744
I did not mention this before. In the Ring Group there are extensions, 419,420,421. Do i add these extensions in the Static Agents on Queue 500?
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Accepted Solution

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Phonebuff earned 500 total points
ID: 39873751
Yes,

    You need the Extensions in the Queue that you want to receive calls from the queue.  Either as Static or Dynamic Extensions.,  Dynamic extension log in and out, where with Static yu normally use the Do Not Disturb button on the phone to remove them from the queue.
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Author Comment

by:christoforatos1968
ID: 39873813
When the agent is available, i would want the caller to leave the queue and be answered automatically by the agent. Do i select the option Dynamic members or Static Agents?
Static-Agents.JPG
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Expert Comment

by:Phonebuff
ID: 39873817
Static --
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