[Asterisk-Users] ACD Issues

[Robert Jackson]

That would certainly make sense, but I am not sure how to set an Agent's
priority.  The only information that I have been able to find is setting
a QUEUE_PRIO value when queuing the calls (New as of July 2004).

Thanks,

Robert Jackson

> -----Original Message-----
> From: Steve Hanselman [mailto:SteveH at brendata.co.uk] 
> Sent: Friday, July 16, 2004 3:59 AM
> To: 'asterisk-users at lists.digium.com'
> Subject: RE: [Asterisk-Users] ACD Issues
> 
> 
> Your priority assignment will probably cause that, if you 
> have 2 people at different priorities asterisk will only send 
> to the other priority if the best 1 is busy.
> 
> I'm guessing you really want a %age split?  Whereby a is 
> guaranteed 70% of the calls and b 30%?
> 
> We used to achieve this on our old system by putting people 
> into the queues multiple times and then having it round robin.
> 
> We use the priorities to allow other agents to service calls 
> rather than just leaving people hanging.  For instance our 
> network sales team can also service the server sales queue 
> but at a lower priority, they only get the calls if all the 
> agents in the server sales queue are busy.
> 
> Steve
> 
> 
> -----Original Message-----
> From: Robert Jackson [mailto:RobertJ at promedicalinc.com] 
> Sent: 14 July 2004 23:08
> To: asterisk-users at lists.digium.com
> Subject: RE: [Asterisk-Users] ACD Issues
> 
> That worked great!  Thanks for the help.  Any ideas on the 
> uneven distribution problems?  Right now the agent with the 
> lowest agent number is getting 45% of the calls.  She is 
> going crazy!  
> 
> Just trying to figure out what I screwed up.
> 
> Thanks,
> 
> Robert Jackson
> Pro-Medical, Inc.
> 
> > -----Original Message-----
> > From: Chris A. Icide [mailto:chris at netgeeks.net]
> > Sent: Wednesday, July 14, 2004 12:56 PM
> > To: Robert Jackson
> > Subject: Re: [Asterisk-Users] ACD Issues
> > 
> > 
> > On 05:01 AM 7/14/2004, Robert Jackson wrote:
> >  >1) Our agents for the main call center are responsible to
> > make calls  >when they have not already received an ACD call. 
> >  However it seems that  >if they make an outbound call 
> > asterisk is still routing inbound calls to  >them.  The ACD 
> > call beeps at them via the call waiting features then if  
> > >the agent does not answer the ACD call it logs the agent
> > out.  I am just  >trying to figure out how I can tell the
> > system that the extension is  >busy.  Should I be using the 
> > new replacements to incominglimit?
> > 
> > In your cisco phones, set call waiting to off.  This way when
> > you have a 
> > phone call in progress, asterisk will be aware your phone is 
> > busy and won't 
> > send the call, versus, sending a call, and not having the 
> > agent answer it.
> > 
> > Otherwise, you have to use incoming limit because there is no
> > way to use 
> > set/checkgroup with agents as they aren't handled as devices 
> > you can attach 
> > a setgroup/checkgroup to.
> > 
> > 
> > Chris A. Icide
> > 332 Valdez Ave.
> > Half Moon Bay, CA 94019
> > 650-712-8223 voice
> > 212-400-1698 IP voice
> > 650-712-8995 fax
> > 
> > 
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