[Asterisk-Users] Enhanced queue app

[Jim Friedeck]

To all who need more queue functionality,
	We are contracting Digium to enhance the queue app for our call center needs. Please read the following email conversation and give your ideas. Unless a glaring omission is found in my specification we will have them start tomorrow (Wednesday). I may not have thought of something important. It will be released to all Asterisk users by Digium. Thanks for your time.

Jim Friedeck, CIO
Carhill Enterprises

------------------------------

Hi Jim,

Martin has review the specification you have sent and it is in line with
what we originally quoted.  We can get started on the modification right
away.  Lead time for the project is 1-2 weeks.

Best Regards,

Greg Vance
Digium
256-428-6262
256-971-6890 (fax)
gvance at digium.com


----- Original Message ----- 
From: "Jim Friedeck" <asterisk at carhil.com>
To: "Greg Vance" <gvance at digium.com>
Sent: Thursday, June 26, 2003 4:19 PM
Subject: Re:



>> Greg,
>>     Just to be clear.
>>
>>     Agent picks up phone and dials extension to 'login app':
>>
>>        exten => 750,1,QueueLogin(<QueueName>)
>>
>>     or dials extension for 'logout app':
>>
>>        exten => 751,1,QueueLogout(<QueueName>).
>>
>>     Caller ID capture could be used for agent phone number, possibly
>> confirming number to agent.
>>
>>     By the way, someone just posted a patch to Mark to allow dynamic
>> joining and leaving of queues. The apps are called AddQueueMember and
>> RemoveQueueMember by Paulo Manheimer. This functionality might be useful
>> for our needs and would eliminate static queue member lists.
>>
>>     Both actions should be recorded in CDR.
>>
>>     If agent recieves call while logged in and call goes unanswered for
>> a specified amount of times (specified per queue) agent is logged out
>> and event is recorded in CDR. Notification through astman interface
>> would be desireable as well for management purposes.
>>
>>     When agent picks up phone and is not on a local interface, a
>> per-queue option to ask for confirmation by pressing a DTMF digit. This
>> tells queue that call will be handled by this agent. If not confirmed, a
>> per-queue option to log agent out or skip and place agent at bottom of
>> queue. (Not really necessary but I could see it being useful for agents
>> working from home with kids.)
>>
>>     Calls would be routed to the agent who took a call successfully
>> longest ago. This would be the fairest way to distribute them to the
>> busiest people. People on a call unrelated to that queue would maintain
>> their position in the queue order unless they logged out. A busy agent
>> could be making outbound calls and it would be unfair to penalize them
>> for being unavailable due to outbound activity. Perhaps a per-queue
>> choice for this.
>>
>>     A per-queue specified delay after hanging up that would allow agent
>> to get ready for the next incoming call. This might be deactivated by
>> agent dialing 'ready app' or some other convenient way.
>>
>>     That's about all I can think of for now. Please let me know what
>> your thoughts are. Thanks!
>>
>> Jim Friedeck, CIO
>> Carhill Enterprises
>>
>>
>> Greg Vance wrote:
>>
>  
>
>>> >Hi Jim,
>>> >
>>> >Per your discussions with Mark Spencer we are quoting the following for
>>    
>>
your

>>> >development:
>>> >
>>> >1) Agents log into phone number
>>> >2)  Auto Log out
>>> >3) Confirm answer
>>> >4) Round-Robin
>>> >5) Wrap up time
>>> >
>>> >Total development charge is $XXXX.  Payment of 50% up front and 50% upon
>>> >completion and approval of the project.
>>> >
>>> >Please give me a call if you have any questions.
>>> >
>>> >
>>> >Greg Vance
>>> >Digium
>>> >256-428-6262
>>> >256-971-6890 (fax)
>>> >gvance at digium.com
>>> >
>>> >
>>> >
>>> >
>>> >
>>> >
>>    
>>
>>
>>
>  
>