[Asterisk-Users] Enhanced queue app
Jim Friedeck
asterisk at carhil.com
Wed Jul 2 06:45:33 MST 2003
Wrap-up, as our existing phone system calls it, is a period of time that
an agent will not get an incoming call after hanging up the previous
call. This allows time for the agent to 'wrap-up' the preceeding
conversation by filling out forms, typing on the computer, or taking a
sip of coffee. Most systems have a variable wrap-up time for different
agents or queues and a way for the agent to indicate he/she is
immediately ready to take a call (like a programmable button on a
digital phone.) Since Asterisk deals with analog phones, there is no
programmable button we can use.
Jim Friedeck
--------------------------------------
Anton Yurchenko wrote:
> Benjamin Miller wrote:
>
>> 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
>>
> I`m looking forward to using * as a call center solution in future,
> and really excited about this thing. BUt I`m ashamed to say tham I`m
> not familuar with the terms, and what do "wrap-up" mean?
>
>>
>> -----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 ???
>>>>>
>>>>>
>>>>> _______________________________________________
>>>>> 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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>>>
>>>
>>>
>>>
>>
>>
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>
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