[asterisk-users] Skill based routing

Alex Balashov abalashov at evaristesys.com
Fri Jul 17 05:27:35 CDT 2009


What value do the queue announcements (I am assuming these are pertaining
to expected hold time, etc.) if there is only one agent?

> We use a queue so that we can have all the benefits of the queue
> whilst finding an agent : music on hold, periodic announcements etc
> etc.
>
> You are right - with a little more effort we could probably remove the
> need for the queue. But why would I do that if I can use the queue for
> the bits I want ;)
>
> Julian
>
> 2009/7/17 Alex Balashov <abalashov at evaristesys.com>:
>>
>> The simplicity of this approach is elegant, but in that case, why use a
>> queue?  Why not just perform this logic straight in the dial plan when
>> processing the received call?
>>
>> The benefit of queues arises from their ability to keep state;  they can
>> retry agents, carry out different ring strategies, etc.  I understood
>> the
>> original question to be implicitly about incorporating weights for
>> skills
>> into queue or queue-like call distribution mechanisms, since that is how
>> it is done in call center products.  If the question is simply how to
>> make
>> Asterisk consider certain outside information when choosing to whom to
>> route a call, the answer would be that it is identical to the process
>> for
>> embedding any other kind of logic and/or outside data source into call
>> processing.
>>
>>> Another simple way is to add local/foo/n as the only "agent" on the
>>> queue. In the dialplan for local/foo , interrogate a database for the
>>> most appropriate "agent" and then call that agent's extension.
>>>
>>> Julian
>>>
>>> 2009/7/17 Matt Florell <astmattf at gmail.com>:
>>>> 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---
>>>>
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>>>
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>>
>>
>> --
>> Alex Balashov
>> Evariste Systems
>> Web    : http://www.evaristesys.com/
>> Tel    : (+1) (678) 954-0670
>> Direct : (+1) (678) 954-0671
>> Mobile : (+1) (678) 237-1775
>>
>>
>>
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>
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-- 
Alex Balashov
Evariste Systems
Web    : http://www.evaristesys.com/
Tel    : (+1) (678) 954-0670
Direct : (+1) (678) 954-0671
Mobile : (+1) (678) 237-1775





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