[Asterisk-Users] Enhanced queue app

Tue Jul 1 14:48:39 MST 2003

Would it be more flexible to approach this differently, with a dtmf to
indicate that the agent is done with wrap up?
So they get off a call and can wrap up the call for as long as
necessary, and then hit "*" or something that marks them as available
again rather than working against a timer to get a call wrapped up in 30
seconds or something, or shorting the timer because its "always to long"
or something?
Just my $.02 on the topic.
Ben

-----Original Message-----
From: Jim Friedeck [mailto:asterisk at carhil.com] 
Sent: Tuesday, July 01, 2003 3:52 PM
To: asterisk-users at lists.digium.com
Subject: Re: [Asterisk-Users] Enhanced queue app

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