We have a Queue set up with a ring strategy of leastrecent and a Wrap-Up Time of 35 seconds. The queue also has multiple dynamic agents set up in the GUI with penalties specified. Agents are using *45XXX to log into and out of the queue (where XXX is the queue number).
We have noticed the following:
1.) Agent receives incoming call from the queue
2.) Agent transfers call to another extension or to an outside number.
3.) Agent *IMMEDIATELY* receives another call from the queue
The Agent should be receiving a 35 Wrap-up time, but does not. I am uncertain if the Wrap-up Time is being ignored in this situation, or if it begins counting the Wrap-up Time once the transfer is initiated, such that the 35 seconds have already elapsed by the time the Agent has completed an attended transfer.
I do not know if this is an asterisk or FreePBX problem (or a result of something boneheaded I have done), so I have submitted this here. The system is an Elastix 2.0 system, but all changes, setup and updates, etc are and have been done using FreePBX directly, not the messy Elastix embedded stuff.