[Asterisk-Users] Enhanced queue app

[Jim Friedeck]

We had planned to use the CDR_MySQL database to retrieve near-real-time 
data from the pbx. I believe abandoned calls can be traced down in the 
CDR database. Reporting will be done with Crystal Reports. I am creating 
a VB app for the management interface for Asterisk that I will be 
incorporating into a Customer Management System for our call center. 
Does anyone know of an Asterisk function that will report how many calls 
are on hold in a queue? Thanks for your time.

Jim Friedeck

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

tim.mcqueen at qualisys.biz wrote:

>Have you considered how statistics for things like abandon rate will be
>kept?  How about service level stats, i.e. how many calls were abandoned
>in the first 10s, 20s, 30s, etc.  Also, most call center managers want
>information on average hold time and  longest call on hold for several
>time periods.  Other functionality that's useful in a call center
>environment is whisper alerts.  This is a tone that is played into the
>agents ear before a call is assigned to them, allowing them to stay
>offhook the entire day instead of having to hang up the phone and have
>it ring for every call.
>
>	-----Original Message----- 
>	From: Jim Friedeck 
>	Sent: Tue 7/1/2003 9:11 AM 
>	To: asterisk-users at lists.digium.com 
>	Cc: 
>	Subject: [Asterisk-Users] Enhanced queue app
>	
>	
>
>	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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