[asterisk-users] To queue or not to queue...

[Chad Wallace]

On Thu, 28 Mar 2013 14:55:45 -0500
Gregory Malsack <gmalsack at coastalacq.com> wrote:

> > History ~
> > I recently took a position with a call center. At the time they had 
> > about 50 agents in a call queue. The queue was setup to ringall.
> > The agents use Eyebeam softphones. Everything is local lan, no
> > routers, everything connected via Cisco 3600 10/100 switches.
> >
> > Now we are up to about 150 agents, and I have kept everything
> > pretty much the same way for a couple of reasons. However, those
> > reasons are slowly drifting away and it's become the right time for
> > me to start questioning some of the previous configuration.

Have you considered switching the strategy to roundrobin or leastrecent?
You could give it a very low agent timeout (like 5 seconds), so the
caller doesn't have to wait long if it has to ring a few people.


-- 

C. Chad Wallace, B.Sc.
The Lodging Company
http://www.lodgingcompany.com/
OpenPGP Public Key ID: 0x262208A0