I have often wondered the same thing.<br><br>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.
<br><br>It would be great if someone who actually knows could answer or explain.<br><br>Best regards,<br>Örn Arnarson<br><br><div class="gmail_quote">On Nov 21, 2007 2:15 PM, Kyriakos <<a href="mailto:kyriakos@otenettel.com">
kyriakos@otenettel.com</a>> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Guys can someone answer how the ACD works when it needs to decide which call
<br>to take next from queues with equal weights? Does it take the call with the<br>longest period of watiting or does it work randomly?<br><div class="Ih2E3d"><br><br><br>-----Original Message-----<br>From: <a href="mailto:asterisk-users-bounces@lists.digium.com">
asterisk-users-bounces@lists.digium.com</a><br></div><div><div></div><div class="Wj3C7c">[mailto:<a href="mailto:asterisk-users-bounces@lists.digium.com">asterisk-users-bounces@lists.digium.com</a>] On Behalf Of Kyriakos<br>
Sent: Wednesday, November 21, 2007 11:08 AM<br>To: 'Asterisk Users Mailing List - Non-Commercial Discussion'<br>Subject: Re: [asterisk-users] ACD functionality , Skills for agents<br><br><br><br>-----Original Message-----
<br>From: <a href="mailto:asterisk-users-bounces@lists.digium.com">asterisk-users-bounces@lists.digium.com</a><br>[mailto:<a href="mailto:asterisk-users-bounces@lists.digium.com">asterisk-users-bounces@lists.digium.com</a>
] On Behalf Of James<br>FitzGibbon<br>Sent: Tuesday, November 20, 2007 6:03 PM<br>To: Asterisk Users Mailing List - Non-Commercial Discussion<br>Subject: Re: [asterisk-users] ACD functionality , Skills for agents<br><br>On Nov 20, 2007 10:16 AM, Kyriakos <
<a href="mailto:kyriakos@otenettel.com">kyriakos@otenettel.com</a>> wrote:<br><br>> I have a question regarding ACD for queues. What happens when I have 2<br>> or more queues with same weight and each queue has a call in? How will
<br>it<br>> decide which call will be routed to the next available agent? Will it take<br>> the call with the longest waiting time in queue? If not how would I do<br>> this?<br><br>Beware of queue weights. They have caused major problems in the past
<br>for many people on this list. As I understand it, enabling weights<br>requires * to grab a lock on a large number of data structures related<br>to queue state, which can cause performance slowdowns and crashes. I<br>
haven't seen reports of this recently, so it might be better in the<br>later 1.4 releases, but at one time it was a sure-fire recipe for<br>pain.<br><br>> Also can someone point me to resources for making a single queue with
<br>> customer calls tagged with agent skills? What I mean is instead of having<br>> multiple queues Sales,Tech support, etc, have only a single queue with<br>> calls being tagged according to the customer's choice from IVR, so if a
<br>> customer would choose SALES , the call would go into the queue with other<br>> calls but it would only be answered from agents with the skill "SALES".<br>> This is something offered in other PBX systems like Avaya but im pretty
<br>sure<br>> it can be done on Asterisk, right?<br><br>It probably could be, but it would make reporting pretty difficult, as<br>the key fields in the queue log are the call id and the queue name.<br>While you could use the QueueLog() application to stick extra data
<br>about the call (e.g the skill chosen from the IVR) into the queue log,<br>that would appear in one line only and require post-processing to glue<br>it together with the rest of the data for that call. I'm pretty sure
<br>it wouldn't mesh nicely with the reporting package I use<br>(QueueMetrics).<br><br>KM: I'm actually using the same package (Queuemetrics 1.4.2)!<br><br>What I do for this is maintain queue (skill) membership in a database,
<br>then add the channels to the appropriate queues when the agents log on<br>via a web page. Is there a particular reason you want to just have<br>one queue?<br><br>KM: Well no if the ACD would work properly. As I mentioned there have been
<br>calls that were waiting in queue for 20 minutes because ACD was distributing<br>calls from the rest of the queues with less waiting time.<br><br>KM.<br><br><br>_______________________________________________<br>--Bandwidth and Colocation Provided by
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