[Asterisk-Users] Call queue design issues and suggestions

[Gary Richardson]

I don't know if this works for you, but I use the following mechanism. I
don't use the agent call back stuff, just the (Add|Remove)QueueMember stuff.

For each queue, dialing the extension (XXXX), puts the caller into the queue
(ie, a customer calling for reservations). I use **XXXX to sign a phone into
the queue and *XXXX to sign out of a queue.

You can use the manager to see who is currently logged into a port. It
doesn't take much to write a cgi script that outputs the Cisco XML for the
phones. I've built a few apps that do interesting things. It would be quite
easy to write an app that:

   - displays what queues a phone is signed into
   - globally sign out of all queues
   - sign into or out of individual queues

Thanks.

On 2/21/06, Joe <jrothstein at comcentrixs.com> wrote:
>
> Greetings to all.
>
> I am currently implementing call queues for a customer and have come
> across
> several "problems".
>
> The customer is an airline representative, and will be using call queues
> for
> different airline reservations. The customer requires that any agent be
> able
> to login to any number of queues. This means that queue members have to be
> dynamic, not using "member => agent/101" for example.
>
> I am not sure of the best way to accomplish this.
>
> I initially just setup agentcallback, and hard coded the agents in each
> queue, but this means that when an agent logs in he/she will be in all
> queues where member => agent/xxx.
>
> My next thought was to use a combination of agentcallback and
> addQueueMember
> to add SIP extensions to particular queues. I currently have a mechanism
> by
> which the user can dial a number, enter the two letter airline code, mysql
> translates this airline code into a real queue name, and the user is then
> added to this queue. Of course the two letter airline code could be used
> for
> the queue name to avoid the mysql lookup, something like queue-xx. Along
> these lines, does anyone know if it is possible to use AddQueueMember with
> Agent/xxx, or just with real extensions? The main problem with this is
> that
> there would be no way to globally logoff agents (if real extensions had to
> be used) from all the queues they are logged in to.
>
> My current idea is to use agentcallback in combination with a php/mysl
> interface. This of course would require realtime queue configuration. The
> user would use agentcallback to login, and the web interface to choose the
> queues he/she wanted to join.
>
> The customer also wants a way of seeing which queues the agents are logged
> into. This could also be run from mysql backend. I would also like to some
> how integrate this into the Cisco 7940 xml capabilities.
>
> Would love to hear form anyone regarding these issues.
>
> Regards,
> Joe
>
>
>
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