[asterisk-users] how can queue agents choose which call to answer?

Scott Griepentrog sgriepentrog at digium.com
Tue Sep 23 14:02:15 CDT 2014

You can use any number of methods for redirecting a call from the queue to
a specific agent.  These include off the shelf products such as FOP or
iSymphony, or even something custom built that can display calls and direct
Asterisk (usually through AMI) to transfer the call to a new destination.

However, you will need to be aware that your queue metrics may not count it
as a normally handled call, since the call is yanked out of the queue to
transfer directly to an agent via a separate tool.

You may also want to look into building a custom queue-like solution
through ARI, using a Stasis application to manage callers on hold in
waiting bridges, and then delivering them to agents completely under
control of your application.  In this case you would need to create your
own queue logging data to your metrics solution, which would allow you to
record calls correctly even when transferred early.

On Tue, Sep 23, 2014 at 1:41 PM, Michael Keuter <lists at mksolutions.info>

> Am 23.09.2014 um 19:49 schrieb Marie Fischer <marie at vtl.ee>:
> > Hi everybody,
> >
> > I'm looking for a solution for the following scenario:
> >
> > • Asterisk queue
> > • At peak hours, there will be more callers then queue members/agents,
> so some callers will spend some time on hold
> > • Agents should be able to choose which of the on hold calls to answer
> instead of answering the next one in queue
> >
> > We already have a web interface where agents can see the callers on
> hold, so the best solution would be if they could just click a callers
> number to get his call. But I have not found a way to tell Asterisk to do
> something to a call on hold in a queue.
> >
> > Priority queues are not really an option, as the agents will be deciding
> on the fly which caller is more important.
> >
> > I am not really sure if queues are the correct solution for this
> problem. However, we have existing statistics built for queue logs, so it
> would be really nice if the solution was queue-based.
> >
> > Thanks for any thoughts,
> >
> > --
> >
> > marie
> Hello Marie,
> maybe FOP2  [1] is an option for you. There you can visually "pick up" a
> call from a queue.
> It's not open source though.
> [1] http://www.fop2.com
> Michael
> http://www.mksolutions.info
> --
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Scott Griepentrog
Digium, Inc · Software Developer
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