Некорректная работа Queues FreePBX 11.14.1

Shared lastcall
; shared_lastcall will make the lastcall and calls received be the same in members logged in more than one queue.
; This is useful to make the queue respect the wrapuptime of another queue for a shared member
;
shared_lastcall=no

; AutoFill Behavior
;    The old behavior of the queue (autofill=no) is to have a serial type behavior
;    in that the queue will make all waiting callers wait in the queue
;    even if there is more than one available member ready to take
;    calls until the head caller is connected with the member they
;    were trying to get to. The next waiting caller in line then
;    becomes the head caller, and they are then connected with the
;    next available member and all available members and waiting callers
;    waits while this happens. The new behavior, enabled by setting
;    autofill=yes makes sure that when the waiting callers are connecting
;    with available members in a parallel fashion until there are
;    no more available members or no more waiting callers. This is
;    probably more along the lines of how a queue should work and
;    in most cases, you will want to enable this behavior. If you
;    do not specify or comment out this option, it will default to yes.
;
;autofill = no

• агента заводите черезе Local и не пускаете к нему больше одного звонка.

либо правильно выставляете states/hints для агентов, тогда будет hint->агент в состоянии inuse-> пропускаем.

http://asterisk-support.ru/question/57432/asterisk-queue-pause-hint-unavailable/