[asterisk-users] ACD functionality , Skills for agents

[Örn Arnarson]

I have often wondered the same thing.

It seems to me to be random, or it works it out some way I am not familiar
with. I have seen calls with wait time of 30 seconds get answered before
calls with 30 minutes wait time from queues with equal weight.

It would be great if someone who actually knows could answer or explain.

Best regards,
Örn Arnarson

On Nov 21, 2007 2:15 PM, Kyriakos <kyriakos at otenettel.com> wrote:

> Guys can someone answer how the ACD works when it needs to decide which
> call
> to take next from queues with equal weights? Does it take the call with
> the
> longest period of watiting or does it work randomly?
>
>
>
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Kyriakos
> Sent: Wednesday, November 21, 2007 11:08 AM
> To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
> Subject: Re: [asterisk-users] ACD functionality , Skills for agents
>
>
>
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of James
> FitzGibbon
> Sent: Tuesday, November 20, 2007 6:03 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [asterisk-users] ACD functionality , Skills for agents
>
> On Nov 20, 2007 10:16 AM, Kyriakos <kyriakos at otenettel.com> wrote:
>
> >   I have a question regarding ACD for queues.   What happens when I have
> 2
> > or more queues with same weight and  each queue has a call in?  How will
> it
> > decide which call will be routed to the next available agent? Will it
> take
> > the call with the longest waiting time in queue?  If not how would I do
> > this?
>
> Beware of queue weights.  They have caused major problems in the past
> for many people on this list.  As I understand it, enabling weights
> requires * to grab a lock on a large number of data structures related
> to queue state, which can cause performance slowdowns and crashes.  I
> haven't seen reports of this recently, so it might be better in the
> later 1.4 releases, but at one time it was a sure-fire recipe for
> pain.
>
> > Also can someone point me to resources for making a single queue with
> > customer calls tagged with agent skills? What I mean is instead of
> having
> > multiple queues Sales,Tech support, etc,  have only a single queue with
> > calls being tagged according to the customer's choice from IVR, so if a
> > customer would choose SALES , the call would go into the queue with
> other
> > calls but it would only be answered from agents with the skill "SALES".
> > This is something offered in other PBX systems like Avaya but im pretty
> sure
> > it can be done on Asterisk, right?
>
> It probably could be, but it would make reporting pretty difficult, as
> the key fields in the queue log are the call id and the queue name.
> While you could use the QueueLog() application to stick extra data
> about the call (e.g the skill chosen from the IVR) into the queue log,
> that would appear in one line only and require post-processing to glue
> it together with the rest of the data for that call.  I'm pretty sure
> it wouldn't mesh nicely with the reporting package I use
> (QueueMetrics).
>
> KM: I'm actually using the same package (Queuemetrics 1.4.2)!
>
> What I do for this is maintain queue (skill) membership in a database,
> then add the channels to the appropriate queues when the agents log on
> via a web page.  Is there a particular reason you want to just have
> one queue?
>
> KM: Well no if the ACD would work properly. As I  mentioned there have
> been
> calls that were waiting in queue for 20 minutes because ACD was
> distributing
> calls from the rest of the queues  with less waiting time.
>
> KM.
>
>
> _______________________________________________
> --Bandwidth and Colocation Provided by http://www.api-digital.com--
>
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>   http://lists.digium.com/mailman/listinfo/asterisk-users
>
>
> _______________________________________________
> --Bandwidth and Colocation Provided by http://www.api-digital.com--
>
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>   http://lists.digium.com/mailman/listinfo/asterisk-users
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20071121/e4f11098/attachment-0001.htm