[Asterisk-Users] ACD Issues

Fri Jul 16 06:12:59 MST 2004

Sorry, my mistake, I thought you'd said you had assigned priorities, let me
go back and search for your original posting!!!!

Steve

-----Original Message-----
From: Robert Jackson [mailto:RobertJ at promedicalinc.com] 
Sent: 16 July 2004 14:10
To: asterisk-users at lists.digium.com
Subject: RE: [Asterisk-Users] ACD Issues

That would certainly make sense, but I am not sure how to set an Agent's
priority.  The only information that I have been able to find is setting
a QUEUE_PRIO value when queuing the calls (New as of July 2004).

Thanks,

Robert Jackson

> -----Original Message-----
> From: Steve Hanselman [mailto:SteveH at brendata.co.uk] 
> Sent: Friday, July 16, 2004 3:59 AM
> To: 'asterisk-users at lists.digium.com'
> Subject: RE: [Asterisk-Users] ACD Issues
> 
> 
> Your priority assignment will probably cause that, if you 
> have 2 people at different priorities asterisk will only send 
> to the other priority if the best 1 is busy.
> 
> I'm guessing you really want a %age split?  Whereby a is 
> guaranteed 70% of the calls and b 30%?
> 
> We used to achieve this on our old system by putting people 
> into the queues multiple times and then having it round robin.
> 
> We use the priorities to allow other agents to service calls 
> rather than just leaving people hanging.  For instance our 
> network sales team can also service the server sales queue 
> but at a lower priority, they only get the calls if all the 
> agents in the server sales queue are busy.
> 
> Steve
> 
> 
> -----Original Message-----
> From: Robert Jackson [mailto:RobertJ at promedicalinc.com] 
> Sent: 14 July 2004 23:08
> To: asterisk-users at lists.digium.com
> Subject: RE: [Asterisk-Users] ACD Issues
> 
> That worked great!  Thanks for the help.  Any ideas on the 
> uneven distribution problems?  Right now the agent with the 
> lowest agent number is getting 45% of the calls.  She is 
> going crazy!  
> 
> Just trying to figure out what I screwed up.
> 
> Thanks,
> 
> Robert Jackson
> Pro-Medical, Inc.
> 
> > -----Original Message-----
> > From: Chris A. Icide [mailto:chris at netgeeks.net]
> > Sent: Wednesday, July 14, 2004 12:56 PM
> > To: Robert Jackson
> > Subject: Re: [Asterisk-Users] ACD Issues
> > 
> > 
> > On 05:01 AM 7/14/2004, Robert Jackson wrote:
> >  >1) Our agents for the main call center are responsible to
> > make calls  >when they have not already received an ACD call. 
> >  However it seems that  >if they make an outbound call 
> > asterisk is still routing inbound calls to  >them.  The ACD 
> > call beeps at them via the call waiting features then if  
> > >the agent does not answer the ACD call it logs the agent
> > out.  I am just  >trying to figure out how I can tell the
> > system that the extension is  >busy.  Should I be using the 
> > new replacements to incominglimit?
> > 
> > In your cisco phones, set call waiting to off.  This way when
> > you have a 
> > phone call in progress, asterisk will be aware your phone is 
> > busy and won't 
> > send the call, versus, sending a call, and not having the 
> > agent answer it.
> > 
> > Otherwise, you have to use incoming limit because there is no
> > way to use 
> > set/checkgroup with agents as they aren't handled as devices 
> > you can attach 
> > a setgroup/checkgroup to.
> > 
> > 
> > Chris A. Icide
> > 332 Valdez Ave.
> > Half Moon Bay, CA 94019
> > 650-712-8223 voice
> > 212-400-1698 IP voice
> > 650-712-8995 fax
> > 
> > 
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recipient then you are hereby notified that you have received this document in error and
that any review, distribution or copying of this document is strictly prohibited. If you have 
received  this communication in error, please notify Brendata immediately on: 

+44 (0)1268 466100, or email 'technical at brendata.co.uk' 

Brendata (UK) Ltd
Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX  UK
Registered Office as above. Registered in England No. 2764339

See our current vacancies at www.brendata.co.uk