[asterisk-users] Skill based routing

[Matt Florell]

On 7/17/09, Alex Balashov <abalashov at evaristesys.com> wrote:
> Rupert Utteridge - Digital Techniques (Austalia) Limited wrote:
>
>  > We are trying to implement skill based routing for agents in a support
>  > centre based on the agent login. Has anyone had any experience with this
>  > and what was the outcome?
>
>
> It can't really be done using Asterisk queues, unless you want to create
>  a large number of queues for every relevant skill factor and have agents
>  join various combinations of these simultaneously--which would take
>  quite a bit of dial plan and/or AGI logic to pull off.  Plus, that
>  doesn't scale any given queue beyond one host.
>
>  I suggest you look into using FastAGI[1] to simulate the queue
>  experience by generating hold music and announcements without actually
>  using Asterisk queues per se.  This is quite possible to do, and, this
>  allows you to distribute queues across multiple hosts, as well as
>  distribute calls within those queues by whatever logic you choose.  No
>  shoehorning--just write it yourself.
>
>  -- Alex
>
>  [1] Yes, FastAGI.  Not local AGI.  And most especially not in PHP;
>      contrary to a lot of the info out there, PHP could not possibly
>      be a less suitable language in which to write AGI scripts.  I
>      don't know who comes up with these lavish heights of mediocrity.

If you are not looking to write it yourself you could always try
ViciDial which has skills-based routing built in, and it's free and
Open Source.

MATT---