[asterisk-users] ACD functionality , Skills for agents

[Kyriakos]

What about tagging calls with skills and then putting them all in one queue?
Skill for agents would be declared in queues.conf just like penalties?
member => Agent/1001,Sales,10
where Sales=skill    and 10 = weight of skill for agent.

Is that feasible?







-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of BJ Weschke
Sent: Wednesday, November 21, 2007 6:16 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [asterisk-users] ACD functionality , Skills for agents

Kyriakos wrote:
> It would be nice to add an option of choosing to answer the call with the
> longest waiting time, or answer randomly, or round robin, etc...
>
>
>   
  Agreed, but, understand that each queue defined in app_queue is separate.
The way the weights work is only by instructing a thread to go into another
queue's data space (while holding a mutex lock to make sure  multiple
threads aren't walking on the same space) and make sure there aren't calls
waiting where that queue has a higher weight than the one currently
processing before it decides whether or not it can serve up calls to an
available member. There is not one large, consolidated, pool of calls
waiting for consideration when you are dealing with multiple queues in the
current design of app_queue. As a result, true skills based routing with the
existing app_queue is, difficult, at best. 

  The queue application does a fairly good job for what most people need for
it to do, but when you start getting into these more complex call/queue
routing scenarios, you're defining a scope of requirements that the original
app_queue just wasn't designed for. Features like queue weight were/are band
aids to try to get you closer to the end run goal, but that band aid and
others like it has come with its own costs as well (mutex deadlocks,etc)
that many people here have complained about in the past.

--
Bird's The Word Technologies, Inc.
http://www.btwtech.com/




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