[Asterisk-Users] Enhanced queue app
Jim Friedeck
asterisk at carhil.com
Wed Jul 2 06:35:09 MST 2003
That would be excellent. Thanks.
Jim Friedeck
------------------------
Mark Spencer wrote:
>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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>>>>>Asterisk-Users at lists.digium.com
>>>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
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>>>>
>>>>
>>>>
>>>>
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>>>
>>>
>>>
>>>
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