[asterisk-users] Skill based routing

[Julian Lyndon-Smith]

Um, I really don't know - we just use the periodic messages to play
the traditional "Your call is important to use" (whatever the
wording..)

Julian.

2009/7/17 Alex Balashov <abalashov at evaristesys.com>:
>
> What value do the queue announcements (I am assuming these are pertaining
> to expected hold time, etc.) if there is only one agent?
>
>> We use a queue so that we can have all the benefits of the queue
>> whilst finding an agent : music on hold, periodic announcements etc
>> etc.
>>
>> You are right - with a little more effort we could probably remove the
>> need for the queue. But why would I do that if I can use the queue for
>> the bits I want ;)
>>
>> Julian
>>
>> 2009/7/17 Alex Balashov <abalashov at evaristesys.com>:
>>>
>>> The simplicity of this approach is elegant, but in that case, why use a
>>> queue?  Why not just perform this logic straight in the dial plan when
>>> processing the received call?
>>>
>>> The benefit of queues arises from their ability to keep state;  they can
>>> retry agents, carry out different ring strategies, etc.  I understood
>>> the
>>> original question to be implicitly about incorporating weights for
>>> skills
>>> into queue or queue-like call distribution mechanisms, since that is how
>>> it is done in call center products.  If the question is simply how to
>>> make
>>> Asterisk consider certain outside information when choosing to whom to
>>> route a call, the answer would be that it is identical to the process
>>> for
>>> embedding any other kind of logic and/or outside data source into call
>>> processing.
>>>
>>>> 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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>>>
>>>
>>> --
>>> Alex Balashov
>>> Evariste Systems
>>> Web    : http://www.evaristesys.com/
>>> Tel    : (+1) (678) 954-0670
>>> Direct : (+1) (678) 954-0671
>>> Mobile : (+1) (678) 237-1775
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>
>
> --
> Alex Balashov
> Evariste Systems
> Web    : http://www.evaristesys.com/
> Tel    : (+1) (678) 954-0670
> Direct : (+1) (678) 954-0671
> Mobile : (+1) (678) 237-1775
>
>
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