[Asterisk-Users] Enhanced queue app

[Mark Spencer]

Could probably make '#' terminate wrapup time immediately or something.

Mark

On Tue, 1 Jul 2003, Jim Friedeck wrote:

> Mark,
>     How hard would it be to write a simple app to cancel wrap-up via an
> extension? Like dialing *99 to short- out the remaining wrap-up time?
>
> Jim Friedeck
>
> ---------------------------
>
> 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 ???
> >>>
> >>>
> >>>_______________________________________________
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> >>>
> >>>
> >>>
> >>>
> >>>
> >>>
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> >>
> >>
> >>
> >
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