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asterisk request call from queue

I have recently built a SIP softphone in VB.NET using the a 3rd party SIP SDK product. The backend PBX is an Asterisk. We currently have our call queues strategies set to “leastrecent” or “random”. I am finding both of these methods to be fairly problematic as the callers seem to be sitting on hold for 10-30 seconds and not getting passed to the softphones quickly enough. I am seeing calls are in the queue when users are available to receive them. I have experimented with the “ring all” queue strategy, but that strategy has the down side of making the softphone users fight over the same call.

Ideally I would like the agents to see that a call is holding and have them click a button on the softphone to try to request the call. The first person to click the “get call” button would be the one to get the call. I am not even sure if this possible in SIP or Asterisk.

Has anyone done anything like this before? If so, how did you handle it.

Thanks in advance…

Phonebuff

Ideally I would like the agents to see that a call is holding and have them click a button on the softphone to try to request the call. The first person to click the “get call” button would be the one to get the call. I am not even sure if this possible in SIP or Asterisk.

This is not Queue logic, but rather parking lot logic with BLfs.

Check your Queue settings to ensure that you have the "Wrapuptime" set to what you need, this impacts the time between hang up, and the next call - Not sure off hand what the default is. Also what version of Asterisk are you using ?

MRS

ASKER

Hey PhoneBuff,

Thanks for the response. We are currently running Asterisk version 11.9 .Below are the settings for the queue in question

Ring Strategy: Random
Autofill; Checked
Skip Busy agents: Yes
Queue Weight: 0
Join Announce: none
Max Wait Time: 5 min
Man Wait mode: Loose
Agent Timeout: 7 seconds
Agent Timeout Restart; yes
Retry: 0 seconds
Wrap up time: 7 seconds
Member Dealy: 0 seconds
Auto Pause: No
Auto pause on Busy: no
Auto Pause on unavailable; No
Auto Pause delay: 0

Phonebuff

Try extending the Agent Timeout --

Might also look at this description of some time outs -

https://issues.asterisk.org/jira/browse/ASTERISK-12053#87263

MRS

ASKER

The ultimate behavior I am try to create is one where the agents a can request the call. You mentioned "parking lot" logic. is that something that exists in Asterisk? Could you give me some information on how that might work?

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Phonebuff

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MRS

ASKER

The links you supplied got me pointed in the right direction. I understand the difference between parking lots and queues now. Calling seems to be more what I am looking for. Thanks for the info.