[Asterisk-Users] app_queue, fewestcalls and leastrecent logic

[Richard Lyman]

ok and what happens when agentA in on a 3 hour call? once again i think 
this type of 'senario' should be covered by 'in house' policy.. not some 
super queue tweek <G>

Brian West wrote:

>Ok just had my boss point something out:
>
>"I'd think dumping calls on most-idle would be fairly straightforward, but
>could be skewed if agentA is on a 40 minute call, agentB has a bunch of 5
>minute calls"
>
>So total call time should be counted in the logic somewhere.
>
>bkw
>
>On Sun, 10 Aug 2003, Brian West wrote:
>
>  
>
>>I think we are starting to see what type of logic people are wanting in
>>fewestcalls and leastrecent strategy.
>>
>>bkw
>>
>>On Sun, 10 Aug 2003, Richard Lyman wrote:
>>
>>    
>>
>>>i disagree, instead of thinking 'fallback' how about 'order' the agents
>>>(by effecting the 'metric') so you 'target' the agent you want first
>>>then if fail they go right to the next one in the 'ordered' list.
>>>
>>>Brian West wrote:
>>>
>>>      
>>>
>>>>leastrecent suffers the same fait as fewestcalls onlying ringing the
>>>>leastrecent agent over and over endlessly.  It should have a fallback
>>>>option.
>>>>
>>>>roundrobin with leastrecent first
>>>>roundrobin with fewestcalls first
>>>>
>>>>I would like to see a roundrobin with leastbusy first option.
>>>>(just because you have taken less call or leastrecent doesn't mean you
>>>>haven't been a busy agent!)
>>>>
>>>>I'm sure better autologoff logic as per my first email would be a great
>>>>idea also.
>>>>
>>>>bkw
>>>>
>>>>On Sun, 10 Aug 2003, Richard Lyman wrote:
>>>>
>>>>
>>>>
>>>>        
>>>>
>>>>>well if you ask me, the leastrecent part would work if you reversed the
>>>>>logic on the metric.
>>>>>
>>>>>my other last_used mod would do a time_t on that agent the last time it
>>>>>was 'tried' (ast_request'd) then (i was using arrays) qsort so that (new
>>>>>agents) '0' would be on top, and the agent that got the most recent
>>>>>attempt would be on the bottom '1057174447' (below is an example)
>>>>>
>>>>>   -- sorted agent array: 317 last_used: 0
>>>>>   -- sorted agent array: 318 last_used: 0
>>>>>   -- sorted agent array: 319 last_used: 0
>>>>>   -- sorted agent array: 300 last_used: 1057174447
>>>>>
>>>>>that way, (for leastrecent anyway), you are always working with a full stack of agents.
>>>>>
>>>>>
>>>>>
>>>>>Brian West wrote:
>>>>>
>>>>>
>>>>>
>>>>>          
>>>>>
>>>>>>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
>>>>>>
>>>>>>
>>>>>>_______________________________________________
>>>>>>Asterisk-Users mailing list
>>>>>>Asterisk-Users at lists.digium.com
>>>>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>            
>>>>>>
>>>>>_______________________________________________
>>>>>Asterisk-Users mailing list
>>>>>Asterisk-Users at lists.digium.com
>>>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>>>
>>>>>
>>>>>
>>>>>          
>>>>>
>>>>_______________________________________________
>>>>Asterisk-Users mailing list
>>>>Asterisk-Users at lists.digium.com
>>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>>
>>>>
>>>>
>>>>        
>>>>
>>>_______________________________________________
>>>Asterisk-Users mailing list
>>>Asterisk-Users at lists.digium.com
>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>
>>>      
>>>
>>_______________________________________________
>>Asterisk-Users mailing list
>>Asterisk-Users at lists.digium.com
>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>
>>    
>>
>_______________________________________________
>Asterisk-Users mailing list
>Asterisk-Users at lists.digium.com
>http://lists.digium.com/mailman/listinfo/asterisk-users
>
>  
>