About static agents and dynamic members

In Issabel PBX, the distinction between static and dynamic members in queues is an important aspect of queue configuration and call distribution. Both types of agents have specific use cases depending on the needs of the call center or organization. This can be configured in the Queue Members area of the configuration view of a queue.

Below is a detailed explanation of each type:

Static Agents

Static agents are permanently assigned to a queue. Their extensions are always included in the queue configuration, and they do not need to manually log in or out to receive calls. These agents are ideal for situations where certain staff members are always expected to handle calls for a specific queue.
Static agents are extensions that are assumed to always be on the queue. Static agents do not need to 'log in' to the queue, and cannot 'log out' of the queue.
List extensions to ring, one per line.
You can include an extension on a remote system, or an external number (Outbound Routing must contain a valid route for external numbers). You can put a "," after the agent followed by a penalty value, see Asterisk documentation concerning penalties.
An advanced mode has been added which allows you to prefix an agent number with S, P, X, Z, D or A. This will force the agent number to be dialed as an Asterisk device of type SIP, PJSIP, IAX2, ZAP, DAHDi or Agent respectively. This mode is for advanced users and can cause known issues in IssabelPBX as you are by-passing the normal dialplan. If your 'Agent Restrictions' are not set to 'Extension Only' you will have problems with subsequent transfers to voicemail and other issues may also exist. (Channel Agent is deprecated starting with Asterisk 11 and gone in 13).

Key features of Static Agents

1. Always Available:

• Static agents are considered always active for the queue as long as their phone or extension is registered and available.
• If their phone is offline or unavailable, the queue will still attempt to route calls to their extension, which could result in failed calls if not configured correctly.

2. Defined in the Queue Settings:

• Static agents are added directly to the queue settings under the "Agents List" section during queue configuration.
• Example of a static agent assignment:
SIP/101 
 SIP/102 
 SIP/103

3. No Manual Log-In/Log-Out:

• Static agents do not have the ability or need to log in or out of the queue dynamically. They are always considered active participants of the queue.

4. Use Case:

• Ideal for fixed roles such as full-time support staff, sales representatives, or customer service agents who are consistently handling calls during business hours.

5. Call Handling:

• Calls are routed to static agents based on the ring strategy configured in the queue (e.g., ring all, least recent, round-robin, etc).

Configuration of Static Agents

• Navigate to PBX → PBX Configuration → Applications → Queues.
• In the Queue Members section: Add the agents' extensions in the Static Agents list field (e.g., SIP/101).

Advantages of Static Agents

• Simplicity: No need for agents to log in or out; they are always part of the queue.
• Predictability: Administrators can rely on specific extensions always being available for the queue.
• Ease of Configuration: Once set up, the agents are permanently part of the queue without requiring additional actions.

Limitations of Static Agents

• If a static agent is unavailable (e.g., not at their desk or offline), calls to that agent's extension may fail unless the queue is configured with retries or failover destinations.
• If a static agent is unavailable (e.g., not at their desk or offline), calls to that agent's extension may fail unless the queue is configured with retries or failover destinations.

Dynamic Members

Dynamic members are not permanently assigned to a queue. Instead, they must manually log in and log out of the queue using feature codes or specific actions within Issabel PBX. This type of agent is useful for situations where agents are not always available or where their participation in a queue is flexible.
Dynamic Members are extensions or callback numbers that can log in and out of the queue. When a member logs in to a queue, their penalty in the queue will be as specified here. Extensions included here will NOT automatically be logged in to the queue.

Key features of Static Agents

1. Manual Log-In/Log-Out:

• Agents can log in or out of a queue as needed, typically using a feature code (e.g., *45).
• Example feature codes:
  
  • *45 to toggle login/logout for all queues.
  • *45<queue_number> to log in or out of a specific queue.

2. Flexibility:

• Dynamic members can decide when they are available to take calls. For instance, part-time staff or employees handling multiple responsibilities can log in only when they are ready to take calls.

3. Defined Temporarily:

• Dynamic members are not listed permanently in the queue configuration. Instead, their participation is determined by their log-in status.

4. Use Case:

• Ideal for part-time agents, remote workers, or employees who handle calls only during specific times of the day.
• Suitable for multi-role employees who may need to manage other tasks when not logged into the queue.

5. Call Handling:

• Calls are routed to logged-in agents only, ensuring that unavailable agents are not included in the distribution process.

Configuration of Dynamic Members

• Navigate to PBX → PBX Configuration → Applications → Queues.
• In the Queue Members section: Add the agents' extensions in the Dynamic Members list field (e.g., SIP/101).
• Provide the queue password if the agents will need to login to enter that queue

Advantages of Dynamic Members

• Flexibility: Agents can manage their availability, making this approach ideal for variable schedules.
• Efficiency: Calls are only routed to agents who are actively logged in, reducing the risk of unanswered calls.
• Scalability: Dynamic members allow for temporary or on-demand participation, which is useful for handling peak call volumes.

Limitations of Dynamic Members

• Dependency on Agent Actions: If agents forget to log in or log out, it can affect call handling and queue performance.
• Additional Management: Requires more monitoring to ensure agents log in and out as required.

Static Agents vs Dynamic Members

Aspect	Static Agents	Dynamic Members
Flexibility	Fixed; always active.	Flexible; agents control availability.
Log-In/Log-Out	Not required.	Required using queue password or other tools.
Use Case	Full-time or dedicated call handlers.	Part-time or on-demand call handlers.
Configuration	Added in the queue settings directly.	Managed dynamically by agents.
Risk of Missed Calls	Higher if agent phones are unavailable.	Lower as only active agents are called.

Use Cases for Static Agents and Dynamic Members

• Static Agents:
  
  • A full-time customer support team always ready to answer calls.
  • Sales departments where agents are always at their desks during business hours.
• Dynamic Members:
  
  • Remote workers who log in during specific shifts.
  • Employees who juggle multiple roles and only take calls occasionally.
  • Temporary staff during high-demand periods.

The choice between static agents and dynamic members depends on the operational needs of your organization. Static agents are reliable for consistent call handling, while dynamic members offer flexibility for on-demand participation. Issabel PBX's queue system supports both configurations, allowing administrators to create a robust and scalable call management solution.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com