[Asterisk-Users] Enhanced queue app

[Jim Friedeck]

Will try to change to this:  

Agent picks up phone and dials extension to 'login app':

       exten => 750,1,QueueLogin(<QueueName>, wrap-up-time)

This would allow for quick agents to log into a queue for faster 
processing and allow slower processing for slow agents. An agent would 
simply log out if more time was needed. I could not think of a quick way 
to cancel wrap-up waiting. Our Inter-Tel has a programmable wrap-up 
cancel button. I don't think this would be very easy on POTS phones. Any 
ideas?

Jim Friedeck

--------------------------------------

TC wrote:

>I have also contracted mark for some minor modifications to app_queue and
>chan_agent
>1) if you use a mixed environment of agents and devices on  a single Q
>    I want the ring process terminated before the time out value in
>queue.conf if the call is picked up
>    by anyone assigned to the Q (device or agent)
>2) if all agents are online when a new call comes into a Q, the current q
>logic will ring the devices for the timeout period
>    before cycling and attempting to assign the called to a logged in agent
>,
>    I want the Q to attempt to assign a call  to an agent as soon as they
>hit the "*" key to hang up on the current call even
>    if the ring process has started on the devices
>
>I also have some in line comments here see %TC
>
>  
>
>>To all who need more queue functionality,
>>We are contracting Digium to enhance the queue app for our call center
>>    
>>
>needs. Please read the following >email conversation and give your ideas.
>Unless a glaring omission is found in my specification we will have >them
>start tomorrow (Wednesday). I may not have thought of something important.
>It will be released to all >Asterisk users by Digium. Thanks for your time.
>%TC THANK YOU JIM
>  
>
>>>>    If agent recieves call while logged in and call goes unanswered for
>>>>a specified amount of times (specified per queue) agent is logged out
>>>>and event is recorded in CDR. Notification through astman interface
>>>>would be desireable as well for management purposes.
>>>>        
>>>>
>
>%TC
>Can we just make sure that "specified amount of times " has a value 0 zero
>meaning "forevever" to stop agents automagically beling logged out by the
>system
>
>  
>
>>>>    When agent picks up phone and is not on a local interface, a
>>>>per-queue option to ask for confirmation by pressing a DTMF digit. This
>>>>tells queue that call will be handled by this agent.
>>>>        
>>>>
>%TC
>Can this option be a configuration of the agent.conf NOT queue.conf
>seems to me that it is the agent who would like that discretion not the
>queue
>process that should enforce this rule
>(I have already hacked this feature in chan_agent)
>
>  
>
>>>>If not confirmed, a
>>>>per-queue option to log agent out or skip and place agent at bottom of
>>>>queue. (Not really necessary but I could see it being useful for agents
>>>>working from home with kids.)
>>>>        
>>>>
>%TC
>again should this not be an agent.conf issue. also can we make sure
>the flag allows for
>1-skip & don't change agent place in Q
>2-skip & force to bottom of the Q
>3-log them out
>  
>
>>>>    Calls would be routed to the agent who took a call successfully
>>>>longest ago. This would be the fairest way to distribute them to the
>>>>busiest people. People on a call unrelated to that queue would maintain
>>>>their position in the queue order unless they logged out. A busy agent
>>>>could be making outbound calls and it would be unfair to penalize them
>>>>for being unavailable due to outbound activity. Perhaps a per-queue
>>>>choice for this.
>>>>
>>>>    A per-queue specified delay after hanging up that would allow agent
>>>>to get ready for the next incoming call. This might be deactivated by
>>>>agent dialing 'ready app' or some other convenient way.
>>>>        
>>>>
>%TC
>again is this not realy a configuration item for the agent not the queue
>process ???
>
>
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>  
>