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

[Lenz Emilitri]

Hello Gregory,
I wouldn't say this is a typical scenario for using a ringall queue,
especially if the agent set gets larger and larger. On the other side, a
ringgroup won't solve the issue of ringing all those phones at once.  What
I would be looking into, considered the motivation of your agents, is to
split the system into more than one queue and send the calls randomly to
each queue. If everybody is busy you get out and retry. This should not
impact call answer times as long as you have 30/40 people available per
queue - but your box will handle a fraction of the load and you can easily
partition such a system on multiple boxes.
Just my two cents,
l.


2013/3/28 Gregory Malsack <gmalsack at coastalacq.com>

> Hello All,
>>
>> 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.
>>
>> Here's the scenario~
>> 150 agents, all are commission based sales reps. 99% of the calls are
>> answered within the first ring. the rest are answered between the second
>> and third ring. Never in my 4 months with the company has a queue call been
>> in the queue more then 20 seconds.
>>
>> Problem~
>> Several times a week or sometimes a day, the reps will tell me that the
>> same call will be answered by 3 or 4 or 5 reps, and none of them get the
>> inbound audio. Asterisk only shows 1 of the reps actually connecting the
>> call, however the call logs in Eyebeam for all 5 reps, show that they took
>> the call and were connected for a short period of time before disconnecting
>> the call because there is no inbound audio.
>>
>> Point of discussion~
>> Is there really a reason to maintain a queue? With the companies growth
>> they are now discussing the option of sending certain affiliates to certain
>> sales reps. Am I better off using ring groups? Additionally I am working
>> towards running as much of my configs via mysql as possible and turning up
>> multiple servers to handle the calls. So far we have reached 130
>> simultaneous calls on one server, and about 10,000 calls processed during a
>> 12 hour day.
>>
>> Thanks for reading. I look forward to hearing peoples views on this...
>>
>
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