Asterisk - Skill Based Routing
Asterisk - Skill Based Routing
**skills or specialties = priority 1 / priority 2 / priority 3
agent 1 = mac
agent 2 = linux
agent 3 = linux
agent 4 = mac / linux
agent 5 = linux / mac
When agent 1 is busy, next call should go to agent 4. But when both agent 1 and 4 is busy (both have priority skill for MAC), call should go to agent 5 (can accept calls for MAC) because it has priority 2 for MAC. Is this possible?
Asterisk doesn’t really have skills based routing yet, but you can do the same thing with multiple queues. Each queue being a skill. Below you will find my interpretation of your requirements. In your example, agent 4 and 5 are members of both queues, but have their penalties set appropriately.
queues.conf
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[general]
autofill=yes
[linux]
; Put whatever other queue options you want here
strategy=rrmemory
member => Agent/agent2,1
member => Agent/agent3,1
member => Agent/agent4,3
member => Agent/agent5,2
[mac]
; Put whatever other queue options you want here
strategy=rrmemory
member => Agent/agent1,1
member => Agent/agent4,2
member => Agent/agent5,3
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