[Asterisk-Users] Skill-based routing

[Steve Totaro]

Simple solution.  Use different queues for skillsets, add agents with 
penalties based on their skillset.  1 means expert, 100 means you just 
want the call answered if nobody with a lower penalty is available.  Use 
an IVR to direct the caller to the correct queue (topic). 

Penalties can be set through the manager interface with a small patch.  
I did not write the patch and therefore cannot supply it but it is 
possible and took a good developer about ten minutes to write.

Thanks,
Steve

Tamas wrote:
> Hello,
>
> does anybody know about an existing skill-based routing solution for
> asterisk? I found only some theoretical documents on voip-info.org.
>
> I would like to have finer control over who can get which call in which
> order.
>
> Example:
> Several operators with several topics.
> Each operator may have a given knowledge-base for given topic. Topics
> may be weighted in question of complexity as well.
> Some operators may be experts, able to answer hard questions, while some
> may only make some basic tasks [e.g. activate/deactivate services,
> etc.]. Of course we don't want to give a simple question to an expert if
> there are other people to be able to answer it [if another question
> comes in which is complex, let's have the expert free if possible].
> Classification of questions may be done with IVR.
> The ACD should have also waiting queues with MOH.
>
>
> As you can see, there is no real concept yet, what to do, but from this
> I can see, that the given complicated ACD cannot be done in app_queue
> (or am I wrong?).
>
> I was thinking about rewriting app_queue to let communicate with an
> external application about routing decision. Thus an external script
> [e.g. daemon process listening on UDP] can easily decide where to route
> the call. In a high-level language it won't be a problem. Of course,
> that external application must know the current state of all
> agents/operators, weights, etc.
>
> Another approach is to use a combination of
> - Manager API: to collect states and give some commands like Redirect
> - FastAGI: to make the routing decision
> - dialplan: to play IVR, MOH, call the FastAGI, analyze results, route
> in loop
> Of course there are several open question with this solution.
>
> I'm searching for an optimal solution which can be very simple and with
> some programming [expanding the external operative application] can be
> very complex, allowing different skill-based routing systems.
>
> Any help, idea appreciated.
>
> Kind regards,
> 	Tamas
>
>
>
>
>
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