[Asterisk-Users] Enhanced queue app

[tim.mcqueen at qualisys.biz]

Have you considered how statistics for things like abandon rate will be
kept?  How about service level stats, i.e. how many calls were abandoned
in the first 10s, 20s, 30s, etc.  Also, most call center managers want
information on average hold time and  longest call on hold for several
time periods.  Other functionality that's useful in a call center
environment is whisper alerts.  This is a tone that is played into the
agents ear before a call is assigned to them, allowing them to stay
offhook the entire day instead of having to hang up the phone and have
it ring for every call.

	-----Original Message----- 
	From: Jim Friedeck 
	Sent: Tue 7/1/2003 9:11 AM 
	To: asterisk-users at lists.digium.com 
	Cc: 
	Subject: [Asterisk-Users] Enhanced queue app
	
	

	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
	>>> >
	>>> >
	>>> >
	>>> >
	>>> >
	>>> >
	>>   
	>>
	>>
	>>
	> 
	>
	
	_______________________________________________
	Asterisk-Users mailing list
	Asterisk-Users at lists.digium.com
	http://lists.digium.com/mailman/listinfo/asterisk-users
	

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/ms-tnef
Size: 9350 bytes
Desc: not available
Url : http://lists.digium.com/pipermail/asterisk-users/attachments/20030701/ee644895/attachment.bin