[asterisk-users] Skill based routing

[Julian Lyndon-Smith]

Another simple way is to add local/foo/n as the only "agent" on the
queue. In the dialplan for local/foo , interrogate a database for the
most appropriate "agent" and then call that agent's extension.

Julian

2009/7/17 Matt Florell <astmattf at gmail.com>:
> On 7/17/09, Alex Balashov <abalashov at evaristesys.com> wrote:
>> Rupert Utteridge - Digital Techniques (Austalia) Limited wrote:
>>
>>  > We are trying to implement skill based routing for agents in a support
>>  > centre based on the agent login. Has anyone had any experience with this
>>  > and what was the outcome?
>>
>>
>> It can't really be done using Asterisk queues, unless you want to create
>>  a large number of queues for every relevant skill factor and have agents
>>  join various combinations of these simultaneously--which would take
>>  quite a bit of dial plan and/or AGI logic to pull off.  Plus, that
>>  doesn't scale any given queue beyond one host.
>>
>>  I suggest you look into using FastAGI[1] to simulate the queue
>>  experience by generating hold music and announcements without actually
>>  using Asterisk queues per se.  This is quite possible to do, and, this
>>  allows you to distribute queues across multiple hosts, as well as
>>  distribute calls within those queues by whatever logic you choose.  No
>>  shoehorning--just write it yourself.
>>
>>  -- Alex
>>
>>  [1] Yes, FastAGI.  Not local AGI.  And most especially not in PHP;
>>      contrary to a lot of the info out there, PHP could not possibly
>>      be a less suitable language in which to write AGI scripts.  I
>>      don't know who comes up with these lavish heights of mediocrity.
>
> If you are not looking to write it yourself you could always try
> ViciDial which has skills-based routing built in, and it's free and
> Open Source.
>
> MATT---
>
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