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S50 - How to establish a ring group with agents log in / log out?

Bernard

March 17, 2020 08:32

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Hello,

I would like to establish a simple ring group where agents can log in or log out. This feature is not possible for a ring group.

So I set up a Queue with all the call center options disabled. This comes close to a ring group. I chose Linear ring strategy.

Example: Four extensions

• 1000 (central desk)
• 1001 (co-worker)
• 1002 (co-worker)
• 1003 (co-worker)

They are all dynamic agents, as static agants can't log off.

If a call comes into the company, 1000 should ring first, 1001 second etc. This is linear ring strategy.

When 1002 is on holiday, he logs out the Queue. However, when he logs in again, he will be the first position in the ring order. I found out that always the extension last logged-in will be the first to ring.

How can I get always the same ring order as in above list, after agents re-login?

To be found in the S-series admin guide on page 129:

Linear: Rings interfaces in the order specicied in the configuration file.

Where is that configuration file and how to change it?

Thank you.

 

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4 comments

• 0
  
  Larry Neblett March 17, 2020 13:51

  I do not think you can by its nature of not having static agents. When people log-in/out, it changes the dynamic of who is available to take a call. This naturally changes the order as each change of an agent occurs. The statement in the manual is really more so attuned to the static agent strategy and again as dynamic agents log-in/out, their position in the config is dependent oh when they log-in and in what position the system writes then into the file. My guess, given the description you provided is that the last one to log-in is placed at the top of the file. 

  I assume you could test my theory by having all agents log-out and then log back-in in the order you want and see if they then are in the order you want or possibly reversed, in which case, you reverse the order they log back-in. 

  Some systems have an agent pause and resume so that you could use the static and instead of logging in & out, they simply pause & resume. In the YS system you could likely do the same thing using static agents and using DND. 

  Otherwise, I am afraid that you will need to submit a ticket for a feature request. 

• 0
  
  Bernard March 18, 2020 15:27

  Larry,

  I changed to a ring group with static agents, and checked the DND function. The point is, we have a DECT phone parallel to each extension (by SIP forking), so this must also be switched off.

  However, when the mobile is off, and DND active, the phone indicates the incoming call on the LCD for 5-6 seconds before the call hands over to the next static agent.

  This will be an additional delay for the caller.

  Bernard

• 0
  
  Larry Neblett March 18, 2020 15:59

  Then you may not have DND set correctly.

   

  There are two ways to set DND, in the phone or at the PBX. When yu set DND on the phone, the PBX will send the call to the phone, so it may ring or show a CID for a split second or so, as the PBX does not know the phone is on DND. The phone then responds with a 486 Busy which causes the PBX to send to the next phone in line.

  If you use the PBX feature codes for DND, then the PBX will not attempt to send the call to the phones.

• 0
  
  Bernard March 25, 2020 13:34

  Thank you Larry,

  I checked PBX feature codes instead of local DND. That works fine for the extension including Gigaset mobiles. Incoming ringgroup calls are ringing immediately to the next phone.

  All I have to consider are internal calls (and external direct calls) to a DND extension. They will get a voicemail by default, unless I change to hookup or something else.