[Asterisk-Users] app_queue, fewestcalls and leastrecent logic

[Simon Woodhead]

Hi Brian,

Thanks for the explanation.

In my second scenario, agent 1002 wouldn't be sat idle as the call would
rotate around all them (like round robin) but in the order they stand in the
league of fewestcalls / least recent calls. They'd all ring but the order
would change according to activity. This'd need to be coupled with your
auto-logout logic though as the fewestcalls / least recent has potential to
always ring first and go unanswered which could delay calls in going to live
and active agents.

W

----- Original Message ----- 
From: "Brian West" <brian at bkw.org>
To: <asterisk-users at lists.digium.com>
Sent: Saturday, August 09, 2003 8:48 PM
Subject: Re: [Asterisk-Users] app_queue, fewestcalls and leastrecent logic


Well their are a few diffrent ways to do a roundrobin type setup.  One I
didn't mention is circular.

Circular is like this.

You have Agents 1001,1002 and 1003

First calls hits 1001... second call hits 1002 even if 1001 isn't busy.
Third call hits 1003 even if 1001 and 1002 are not busy.  Now it will
start roundrobin(ie or hunting as you might see it) if the agent doesn't
answer. Fourth call would start back at 1001.  I think I seen app_circular
somewhere.

And yes I agree it should be a fallback options or just create diffrent
variations of the current fewestcalls and leastrecent like fewestcallsrr
and leastrecentrr, but that doesn't address the fact that if agent 1001
and 1002 are logged in you don't want agent 1001 ringing forever over and
over while agent 1002 sits idle.  If no agents answer it should try
something else or have the option to try something else.


bkw

On Sat, 9 Aug 2003, Simon Woodhead wrote:

> Hiya,
>
> First off, thanks to everyone involved in app_queue. Its a great addition
to
> an already great system.
>
> For my two penneth (or cents!), I think the following would be good:
>
> - the fallback method should be optional if at all possible, so it can be
> set up for, say, fewest calls with ring all as the fallback rather than
> roundrobin.
>
> - it would also be good to have no fall-back at all but to stay in
> fewestcalls / leastrecent mode such that if the no. 1 in the league of
> fewestcalls / leastrecent calls doesn't answer, it goes on to no. 2, then
3
> etc. etc.
>
> The second one may actually be how you see roundrobin working as I'm a
> little confused as to how it actually works in queue scenarios. I've only
> ever used for passing unanswered calls to a specific extensions to other
> members of the workgroup. In a queue scenario, what order does it rotate?
> Will the same person always be the first and the order thereafter always
the
> same?
>
> W
>
> ----- Original Message -----
> From: "Brian West" <brian at bkw.org>
> To: <asterisk-users at lists.digium.com>
> Sent: Saturday, August 09, 2003 8:06 PM
> Subject: [Asterisk-Users] app_queue, fewestcalls and leastrecent logic
>
>
> First of all I would like to thank Mark for getting roundrobin to go
> roundrobin.  Good job.
>
> Now we have some options here for leastrecent and fewestcalls strategy. It
> needs some work on the logic and Mark recommend that I ask the list and
> get some input before he makes any changes to it.
>
> fewestcalls from what I have seen would always ring the agent with the
> fewestcalls first then go into roundrobin if that agent didn't answer.
>
> Next new caller would ring fewestcalls agent first then start roundrobin.
>
> What do you think should happen in fewestcalls?  Right now it just rings
> the agent with the fewestcalls over and over with current app_queue logic.
>
> leastrecent from what I have been looking at will ring the agent that has
> least recently take a call first then if they don't answer go into
> roundrobin.  Then the next new call coming from queue would first go to
> the leastrecent first then try every agent in roundrobin till answered
> then starting over again.  New caller from queue hits leastrecent agent
> first.
>
> Same thing happens in leastrecent strategy. The leastrecent agent will
> ring over and over with current app_queue logic.
>
> Now some of you might recommend autologoff options.  But that also might
> need some work.  I don't want to log off an agent for not answering the
> phone only once.  So here is how I would like to see autologoff work.
>
> Example:
> queue timeout = 20
> agent autologoff = 60
>
> The agent would have to not answer their phone 3 times in a row to get
> logged off.  As it stands now they did not answer just once and get logged
> off.  Thus allow for an employee to use the excuse for not working when
> they should be logged in and taking calls.
>
> Unless i'm wrong here.
>
> Please post your input on these options and how you would like them to see
> them function function.
>
> Thanks,
> Brian
> CWIS Internet Services
>
>
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