<DIV>> and the bits 1,2,4<BR>><BR>> For the queue skillmask just keep multing the number by 2<BR>><BR>><BR>> 1 = sales<BR>> 2 = tech level 1<BR>> 4 = tech level 2<BR>> 8 = tech level 3<BR>> 16 = advanced problems<BR>> 32 = coperate<BR>><BR>><BR>> to allow a queue member to be allowed to take the call just add up<BR>> all the numbers that go with his skills and set that as his skillmask<BR><BR>I suggest looking at ast_get_group() for an easy way to do what you're<BR>trying to do here with the group numbers. Your ideas are great though <BR>:)<BR><BR>Mark<BR></DIV>
<DIV> </DIV>
<DIV>I did encounter the groups but I was encountering some difficulty with the metric</DIV>
<DIV>when I added a group into a queue it always seemed to win the metric battle </DIV>
<DIV>despite the penalty. </DIV>
<DIV> </DIV>
<DIV>Something I have been playing with is taking the penalty and using it to rank the queue </DIV>
<DIV>members by regenerating queues.conf every 1 hour with every agent defined seperatly</DIV>
<DIV>and each with a different penalty so , in the case of sales, using the cdr and some carefully planned relations between sales records and a database I would calculate the </DIV>
<DIV>efficiency of the sales team every 1 hour and redraw the queue moving the best performers to the top. </DIV>
<DIV> </DIV>
<DIV>My motivation for the skillbased routing comes more from a tech support requirement </DIV>
<DIV>than a sales one. My intention is to make a database of agents with the various skills </DIV>
<DIV>they possess all wrapped up into that 1 numeric representation.</DIV>
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<DIV>My examples would have better suited me if they demonstrated this better</DIV>
<DIV> </DIV>
<DIV>1 = email expert</DIV>
<DIV>2 = unix expert</DIV>
<DIV>4 = windows expert (huh?)</DIV>
<DIV>7 = hardware specialist</DIV>
<DIV> </DIV>
<DIV>Then when a call comes in and after a few questions you determine the call</DIV>
<DIV>requires the attention of someone who understands unix issues </DIV>
<DIV> </DIV>
<DIV>One would pass the value 2 as the skillmask allowing any agent with </DIV>
<DIV>the 'unix' bit set (a.k.a. 2) to take the call.</DIV>
<DIV> </DIV>
<DIV> </DIV>
<DIV>Also I want to implement dynamic queue addition using this concept</DIV>
<DIV>so an AGI can be used to query your agent id then make several</DIV>
<DIV>calls to AddQueueMember and report your current skillset via the skillmask parameter.</DIV>
<DIV> </DIV>
<DIV>I know asterisk has an app for talking to pg and so forth but what I like the most about </DIV>
<DIV>it is it's similarity to 'legos' so I try and follow that mentality where you dont make </DIV>
<DIV>features for it you make interfaces to hang your features. just like lego only provides </DIV>
<DIV>you with a pile of bricks and a few specialized ones such as motor lights etc..</DIV>
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