[Asterisk-Users] Multitenant Call Center Setup

[Lenz]

Hello Waldo,
if you use AddQueueMember plus a fake queue_log registration, you can tell  
who the agent was, not just from what terminal she was connecting from. It  
is then possible to report who was available at a certain time, or see  
agents logging on and off, going to pause, measuring the average call  
length per agent, pause time, etc. If you run a call center you will want  
these pieces of information, otherwise you have no means of understanding  
what is going on. Simply connecting to terminals is not good, because  
you'll usually have more agents than terminals (to compensate for shifts,  
sick leave, vacations, etc)
Bye
l.


On Thu, 20 Oct 2005 17:41:31 +0200, Waldo Rubinstein <waldo at trianet.net>  
wrote:

> I have played with AddQueueMember and it works great. However, there
> is one problem that I have and I hope someone can point me in the
> right direction.
>
> My client's agents rotate seats. This means that if I want to track
> calls by agent, I can't with AddQueueMember. When I look at the CDR,
> it tells me the calls made/received by the station (regardless of
> technology - SIP/AIX/etc). But, at any given point, I don't know
> which agent made the call.
>
> In reality, even with AgentCallBackLogin I can't tell which agent
> made or received the call. Is there a way that I can identify in the
> CDR which agent actually received or placed a call regardless of
> which extension he/she may be sitting on?
>
> Thanks,
> Waldo
>


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