[Asterisk-Users] Enhanced queue app

Richard Lyman pchammer at dynx.net
Wed Jul 2 09:18:46 MST 2003 

or the agent sets a 'disposition' for that call, before it will
exit wrapup and place back in queue.

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