[asterisk-users] Skill based routing

[Julian Lyndon-Smith]

Heh. See my previous posts ;)

We use curl to grab the agent info from the application.

Julian

2009/7/17 Leif Madsen <leif.madsen at asteriskdocs.org>:
> 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?
>>
>> Can anyone share their ideas on this?
>
> I haven't built it yet, but have the idea of just using Local channels, placed
> in a queue, which when a call comes into the queue sets some channel variables
> (and making them transitive so they are available on the other side), then when
> the Queue calls the Local channel, to perform lookups from the set variables
> that verifies the call should be sent to the agent.
>
> If so, then it allows the call to go through and uses the Dial() in the Local
> channel to call the agent. Otherwise, it just hangs up, which then places the
> call back into the Queue, and will then just find a new agent.
>
> I'm sure there are a few other ways to do it, and there may be some
> disadvantages to my idea, but it seems pretty straight forward :)
>
> Leif Madsen.
> http://www.leifmadsen.com
> http://www.oreilly.com/catalog/asterisk
>
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