[Asterisk-Users] Enhanced queue app

[Richard Lyman]

i had asked mark to take a peek at my 'last_used' mod for
app_queue, that does evens out next calls to the agents.  (just
to see if i broke anything important) 

it does work tho <G> 

John Congdon wrote:
> 
> 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
> >>>> >
> >>>> >
> >>>> >
> >>>> >
> >>>> >
> >>>> >
> >>>
> >>>
> >>>
> >>
> >
> > _______________________________________________
> > Asterisk-Users mailing list
> > Asterisk-Users at lists.digium.com
> > http://lists.digium.com/mailman/listinfo/asterisk-users
> 
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