[Asterisk-Users] Enhanced queue app

[John Congdon]

There was one option I tried to add, and failed at :(

While a call is in the queue, every XXX seconds play a message.
All agents are still helping other callers, please continue to hold,
or press *1 to leave a message.

Also, tell the person their position in the queue.  You are currently
caller #XXX.




On Tuesday, July 1, 2003, at 10:11  AM, Jim Friedeck wrote:

> 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.
>
> Jim Friedeck, CIO
> Carhill Enterprises
>
> ------------------------------
>
> Hi Jim,
>
> Martin has review the specification you have sent and it is in line 
> with
> what we originally quoted.  We can get started on the modification 
> right
> away.  Lead time for the project is 1-2 weeks.
>
> Best Regards,
>
> Greg Vance
> Digium
> 256-428-6262
> 256-971-6890 (fax)
> gvance at digium.com
>
>
> ----- Original Message ----- From: "Jim Friedeck" <asterisk at carhil.com>
> To: "Greg Vance" <gvance at digium.com>
> Sent: Thursday, June 26, 2003 4:19 PM
> Subject: Re:
>
>
>
>>> Greg,
>>>     Just to be clear.
>>>
>>>     Agent picks up phone and dials extension to 'login app':
>>>
>>>        exten => 750,1,QueueLogin(<QueueName>)
>>>
>>>     or dials extension for 'logout app':
>>>
>>>        exten => 751,1,QueueLogout(<QueueName>).
>>>
>>>     Caller ID capture could be used for agent phone number, possibly
>>> confirming number to agent.
>>>
>>>     By the way, someone just posted a patch to Mark to allow dynamic
>>> joining and leaving of queues. The apps are called AddQueueMember and
>>> RemoveQueueMember by Paulo Manheimer. This functionality might be 
>>> useful
>>> for our needs and would eliminate static queue member lists.
>>>
>>>     Both actions should be recorded in CDR.
>>>
>>>     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.
>>>
>>>     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. 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.)
>>>
>>>     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.
>>>
>>>     That's about all I can think of for now. Please let me know what
>>> your thoughts are. Thanks!
>>>
>>> Jim Friedeck, CIO
>>> Carhill Enterprises
>>>
>>>
>>> Greg Vance wrote:
>>>
>>
>>>> >Hi Jim,
>>>> >
>>>> >Per your discussions with Mark Spencer we are quoting the 
>>>> following for
>>>
> your
>
>>>> >development:
>>>> >
>>>> >1) Agents log into phone number
>>>> >2)  Auto Log out
>>>> >3) Confirm answer
>>>> >4) Round-Robin
>>>> >5) Wrap up time
>>>> >
>>>> >Total development charge is $XXXX.  Payment of 50% up front and 
>>>> 50% upon
>>>> >completion and approval of the project.
>>>> >
>>>> >Please give me a call if you have any questions.
>>>> >
>>>> >
>>>> >Greg Vance
>>>> >Digium
>>>> >256-428-6262
>>>> >256-971-6890 (fax)
>>>> >gvance at digium.com
>>>> >
>>>> >
>>>> >
>>>> >
>>>> >
>>>> >
>>>
>>>
>>>
>>
>
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