[Asterisk-Users] Enhanced queue app

[Mark Spencer]

Should wrap up time be something associated with a queue, or with an
agent?

Mark

On Tue, 1 Jul 2003, Jim Friedeck wrote:

> 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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> >Asterisk-Users at lists.digium.com
> >http://lists.digium.com/mailman/listinfo/asterisk-users
> >
> >
> >
> >
>
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