vicidial.org

VERSION: 2.13-576a BUILD: 161126-2138 | asterisk 1.4.27.1|single server |Centos6.0 |One Digium card | No cluster

We have an inbound call center and around 12 agents are active at any point of time.
We are using GrandStream IP phone devices and in the SIP phone settings On-Hook Agent is Y.

When an incoming call is coming, if an agent is active, his IP phone will be ringing and agent will be answering the IP phone and call will be connected to the customer.

Issue is , for example, if 5 Agents are in Waiting State with 4 calls waiting for the Agent, only one agent IP phone is ringing and once he answers, another IP phone will be ringing...so on.
I mean, even if the agent is available, IP phones are not ringing and they were ringing one after the other.
Due to this,agents are in staying in Waiting state for more time.


Regards,
chak

go to ingroup which is using and made these changes.

Next Agent Call - longest_wait_time
and you can check other options in Next agent call

That option is already selected.
If 3 Agents are in Waiting state and 4 calls are in waiting state, Which ever agent is waiting for long time, his IP phone is ringing and call will be connected and next agent IP phone will be ringing...so on.
logically, all the 3 agents are available and 4 calls is waiting, all the 3 IP phones should ring at a time.

On Hook agent function was designed for low volume call centers with only a few agents. This is how it works: call one agent after the other until one agent answers the call. But you can try the "RING ALL" option and see if it helps to accelerate your call flow.
Inbound settings --> Next Agent Call --> ring_all

Ring all will still only manage one user at a time.

No Block options in the Ingroup may have a similar result to ring all:

The system was designed to put everyone in a "queue" and FIFO requires waiting for the prior call to resolve before the next call happens.

For further information:

http://eflo.net/VICIDIALforum/viewtopic.php?f=4&t=35839

And as a follow up, we HAVE installed Asterisk Queues in Vicidial systems on several occasions.