[Asterisk-Users] Queue routing - calls return to agent which previously handled call

[Rob Lith]

An elegant wat to do this would be to have the caller ID and agent the call
was sent to stored in mysql (Asterisk can do systems calls to this) and when
calls come in do a quick check to the database, if it's matched put it
through to the same agent, if the agent is busy it can revert to the general
queue - it there is no match then put it straight in the general queue. We
could look at doing this for/with you. Email me - rob at connection-telecom.com

Rob

On 12/9/05, Lenz <lenz-ml at loway.it> wrote:
>
> Hi,
> I don't think it is impossible, though not yet supported by Asterisk
> out-of-the-box. You could have a general queue plus a queue per each
> agent, and you would route the call to each agent based on the caller*id.
> This might end up spoiling the advantage of a queue, meaning that you
> might have three agents sitting idle and a fourth with three calls queued.
> It would be better to have different agents automatically open a "case
> ticket" based on the caller*id, so each agent sees the problem.
> Yours
> l.
>
>
> On Fri, 09 Dec 2005 11:40:03 +0100, Hilton Williams <hilton at datatex.co.za>
> wrote:
>
> > Hi
> >
> > Is there a way to get incoming calls to go to the same agent that
> > handled them previously, based on the Caller ID?  This would be great
> > for support / helpdesk, since the caller doesn't have to explain the
> > whole problem to each agent.
> >
> > Does anyone know?
> >
> > We're using Asterisk at Home 1.5, with Asterisk 1.0.9, but I'd be
> > interested to know even if it's in a more recent version of Asterisk.
> >
> > Regards
> > Hilton Williams
> >
> >
> >
> > Datatex Dynamics CC
> > Web site http://www.datatex.co.za/
> > Email to hilton at datatex.co.za
> > Tel +27215924033
> > Fax +27215924077
> >
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>
>
>
> --
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