[Asterisk-Users] Enhanced queue app
Anton Yurchenko
phila at dg.net.ua
Wed Jul 2 00:40:33 MST 2003
Benjamin Miller wrote:
>Would it be more flexible to approach this differently, with a dtmf to
>indicate that the agent is done with wrap up?
>So they get off a call and can wrap up the call for as long as
>necessary, and then hit "*" or something that marks them as available
>again rather than working against a timer to get a call wrapped up in 30
>seconds or something, or shorting the timer because its "always to long"
>or something?
>Just my $.02 on the topic.
>Ben
>
I`m looking forward to using * as a call center solution in future, and
really excited about this thing. BUt I`m ashamed to say tham I`m not
familuar with the terms, and what do "wrap-up" mean?
>
>-----Original Message-----
>From: Jim Friedeck [mailto:asterisk at carhil.com]
>Sent: Tuesday, July 01, 2003 3:52 PM
>To: asterisk-users at lists.digium.com
>Subject: Re: [Asterisk-Users] Enhanced queue app
>
>
>Mark,
> How hard would it be to write a simple app to cancel wrap-up via an
>extension? Like dialing *99 to short- out the remaining wrap-up time?
>
>Jim Friedeck
>
>---------------------------
>
>Mark Spencer wrote:
>
>
>
>>Should wrap up time be something associated with a queue, or with an
>>agent?
>>
>>Mark
>>
>>On Tue, 1 Jul 2003, Jim Friedeck wrote:
>>
>>
>>
>>
>>
>>>Will try to change to this:
>>>
>>>Agent picks up phone and dials extension to 'login app':
>>>
>>> exten => 750,1,QueueLogin(<QueueName>, wrap-up-time)
>>>
>>>This would allow for quick agents to log into a queue for faster
>>>processing and allow slower processing for slow agents. An agent would
>>>
>>>
>
>
>
>>>simply log out if more time was needed. I could not think of a quick
>>>way to cancel wrap-up waiting. Our Inter-Tel has a programmable
>>>wrap-up cancel button. I don't think this would be very easy on POTS
>>>phones. Any ideas?
>>>
>>>Jim Friedeck
>>>
>>>--------------------------------------
>>>
>>>TC wrote:
>>>
>>>
>>>
>>>
>>>
>>>>I have also contracted mark for some minor modifications to app_queue
>>>>
>>>>
>
>
>
>>>>and chan_agent
>>>>1) if you use a mixed environment of agents and devices on a single
>>>>
>>>>
>Q
>
>
>>>> I want the ring process terminated before the time out value in
>>>>queue.conf if the call is picked up
>>>> by anyone assigned to the Q (device or agent)
>>>>2) if all agents are online when a new call comes into a Q, the
>>>>current q logic will ring the devices for the timeout period
>>>> before cycling and attempting to assign the called to a logged in
>>>>agent ,
>>>> I want the Q to attempt to assign a call to an agent as soon as
>>>>they hit the "*" key to hang up on the current call even
>>>> if the ring process has started on the devices
>>>>
>>>>I also have some in line comments here see %TC
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>>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. %TC THANK YOU JIM
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>>>> 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.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>%TC
>>>>Can we just make sure that "specified amount of times " has a value 0
>>>>
>>>>
>
>
>
>>>>zero meaning "forevever" to stop agents automagically beling logged
>>>>out by the system
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>>>> 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.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>%TC
>>>>Can this option be a configuration of the agent.conf NOT queue.conf
>>>>seems to me that it is the agent who would like that discretion not
>>>>the queue process that should enforce this rule
>>>>(I have already hacked this feature in chan_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.)
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>%TC
>>>>again should this not be an agent.conf issue. also can we make sure
>>>>the flag allows for 1-skip & don't change agent place in Q
>>>>2-skip & force to bottom of the Q
>>>>3-log them out
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>>>> 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.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>%TC
>>>>again is this not realy a configuration item for the agent not the
>>>>queue process ???
>>>>
>>>>
>>>>_______________________________________________
>>>>Asterisk-Users mailing list
>>>>Asterisk-Users at lists.digium.com
>>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
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>>>
>>>
>>>
>>>
>>>
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>>
>>
>>
>>
>>
>
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--
Anton Yurchenko<phila at dg.net.ua>
Digital Generation
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