[Asterisk-Users] Enhanced queue app

[Jim Friedeck]

Agent would be more flexible. Actually I think we are logging in the 
device, right? I had a discussion with TC on the phone and we were 
trying to figure out who was logging in. Will it be an agent or a 
device? The ability to enter a destination phone number leads me to 
believe the agent is logging in but how would we distinguish agents from 
devices without an agent list in config? I don't know. Maybe someone 
else has a more concrete need for one or the other. Our application is 
not dependent on either one exclusivley.

Jim

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

Mark Spencer wrote:

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