<div dir="ltr"><div style>Hello Shanavaz.,<br></div><div class="gmail_extra"><div class="gmail_extra"><br></div><div class="gmail_extra" style>Please find some quick thoughts:</div><div class="gmail_extra" style><br></div>
<div class="gmail_extra">* 2 main queues</div><div class="gmail_extra">* agents logged on one or on both main queues</div><div class="gmail_extra">* before sending a new call to one of the main queues check the number of waiting callers (QUEUE_WAITING_COUNT function) and divert (for example for 30 sec) the call on a empty members queue/parking slot/music-on-hold if the queue threshold is reached.</div>
<div class="gmail_extra"><br></div><div class="gmail_extra">The threshold could be read from a database, internal astdb or could be set as a global variable updated when agents login/logout/pause/unpause or could be dynamically computed based on QUEUE_MEMBER_COUNT / QUEUE_MEMBER_LIST</div>
<div class="gmail_extra"><br></div><div class="gmail_extra">After the divert period is ended the call will return and the threshold is checked again, etc.</div><div class="gmail_extra"><br></div><div class="gmail_extra">This method have some negative impacts (the entry position number for calls over the threshold //origposition// will have no meaning, a newer call could be served before an older one, etc.) but you could manipulate the call flow exactly how you want.</div>
<div class="gmail_extra"><br></div><div class="gmail_extra">HTH,</div><div class="gmail_extra">Ioan</div><div class="gmail_extra"><a href="http://www.modulo.ro">http://www.modulo.ro</a></div><div class="gmail_extra"><br></div>
<br><div class="gmail_quote">On Tue, Jun 18, 2013 at 12:05 PM, Lenz Emilitri <span dir="ltr"><<a href="mailto:lenz.loway@gmail.com" target="_blank">lenz.loway@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex">
<div dir="ltr"><div>You should have different sets of agents logged in to different queues and you should have a monitor to move them from one queue to the other based on incoming traffic.<br></div><div>l.</div></div><div class="gmail_extra">
<br><br><div class="gmail_quote"><div><div class="h5">2013/6/17 Shanavaz E A <span dir="ltr"><<a href="mailto:shanavazea@yahoo.com" target="_blank">shanavazea@yahoo.com</a>></span><br></div></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex">
<div><div class="h5">
<div><div style="font-size:12pt;font-family:'Courier New',courier,monaco,monospace,sans-serif"><div><font><span style="font-family:arial,helvetica,sans-serif">Hi,</span></font></div><div><font><span style="font-family:arial,helvetica,sans-serif"><br>
</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">I have a requirement, which I am not sure whether it can be implemented. I had done some searches but didnt find an answer to this. Kindly let me know if some one has an idea to implement this:</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">I have two Queues - Sales & Booking</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">I have 12 Agents who are added to both the queues<br>
</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">Suppose there are 12 calls in the Booking Queue, and 6 calls in the Sales Queue.</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">Only 8 calls in the Booking Queue should hit the Agents and the other 4 calls should remain in hold.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">4 calls in the Sales Queue should hit the other 4 agents and the other 2 call should be in hold.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">Means at a time a maximum of 8 Booking calls only should hit the agents and 4 Sales Calls only should hit the agents.</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">If number of logged in agents are less, proportionally the number of call limit should be reduced. For example, if there are only 10 agents, 7 Booking Calls should hit and 3 Sales calls should hit. The idea is that all agents should be able to answer calls in both queues in rotation. Otherwise its possible to add some agents to booking
queue and other agents to sales queue. But thats not what is required.<br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br>
</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">Kindly help if there is some idea to implement this.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">Regards</span></font></div><span><font color="#888888"><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">Shanavaz.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"></span></font></div></font></span></div></div><br></div></div><div class="im">--<br>
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