[Asterisk-Users] Queue and Agent functionality

[Robert Jackson]

> -----Original Message-----
> From: Chris Icide [mailto:cicide at gmail.com] 
> Sent: Saturday, September 25, 2004 2:34 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: [Asterisk-Users] Queue and Agent functionality
> 
> 
> 1.  Queue should know the status of agents assigned to a 
> queue and act accordingly.
> 
Agreed.  I propose that * actually monitors the channel
that the agent logs in from.  At the very least it keeps
* from trying to pass calls to agents that are on outbound
calls. 

> 2. The queue system should allow a set of messages to be 
> played at specific times.  
>
This is also a very important in a typical call center.

> 3.  Agent timeout (logs the agent off if they do not respond 
> to a ring in a defined about of time) does not track across 
> calls.  For example, if an agent steps away and forgets to 
> log out, then thier phone will ring based upon whatever call 
> strategy is used.  If the agent timeout is set higher than 
> the time the queue polls a set of agents they will never be 
> logged out.  The timer needs to increment per agent across 
> multiple polls.  So if my queue poll timer is 20 secons, but 
> the agent timeout is set to 60 seconds, the preferred 
> function would be to log the agent out of the queue if they 
> completely miss three poll events.
> 
Agreed.

> 4. If a caller empties a handled queue (active agents) with 
> no callers, the caller will still hear messages (you are 
> first in queue, etc.).  This should not occur.  Someone 
> posted a 2-line patch on -dev list recently to fix this issue.
> 
The patch works for us.  I am assuming this will end up in CVS
soon. 

I was planning to start coding on #1 this week as it is causing
us much heartache.  Please let me know any suggestions that you 
may have as to the best way to go about it.  As I said above
I was planning on either using a function similar to do_monitor in
chan_sip which would monitor the actual channel that the agent
logged in from or putting more code in the check_availability. 

I am also going to take a look at #3 while I have things opened up.

Please let me know if we are on the same page.


Robert Jackson