Just use FastAGI to hit a little process that queries a database and returns the extensions of the "most skilled"<br><br>Have FastAGI return those extensions and pass them to a dial command with the m flag (music if memory serves me correctly (pre-coffee) Make the "music" the standard junk you hear while waiting in a queue.<br>
<br>Be sure the extensions you are calling don't have voicemail and you are obviously going to lose round robin and other dialing schemes unless you come up with some other logic.<br><br>Multiple queues seems like the approach I would take. AMI can change agent penalties on the fly as well as add and remove them from queues. Just an FYI.<br>
<br>Maybe a mix of multiple queues, FastAGI, dialplan logic, and AMI.<br><br>Should be a fun project to get working and then fine tune.<br><br>Thanks,<br>Steve Totaro<br><br><div class="gmail_quote">On Fri, Jul 17, 2009 at 6:36 AM, Julian Lyndon-Smith <span dir="ltr"><<a href="mailto:asterisk@dotr.com">asterisk@dotr.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Um, I really don't know - we just use the periodic messages to play<br>
the traditional "Your call is important to use" (whatever the<br>
wording..)<br>
<div><div></div><div class="h5"><br>
Julian.<br>
<br>
2009/7/17 Alex Balashov <<a href="mailto:abalashov@evaristesys.com">abalashov@evaristesys.com</a>>:<br>
><br>
> What value do the queue announcements (I am assuming these are pertaining<br>
> to expected hold time, etc.) if there is only one agent?<br>
><br>
>> We use a queue so that we can have all the benefits of the queue<br>
>> whilst finding an agent : music on hold, periodic announcements etc<br>
>> etc.<br>
>><br>
>> You are right - with a little more effort we could probably remove the<br>
>> need for the queue. But why would I do that if I can use the queue for<br>
>> the bits I want ;)<br>
>><br>
>> Julian<br>
>><br>
>> 2009/7/17 Alex Balashov <<a href="mailto:abalashov@evaristesys.com">abalashov@evaristesys.com</a>>:<br>
>>><br>
>>> The simplicity of this approach is elegant, but in that case, why use a<br>
>>> queue? Why not just perform this logic straight in the dial plan when<br>
>>> processing the received call?<br>
>>><br>
>>> The benefit of queues arises from their ability to keep state; they can<br>
>>> retry agents, carry out different ring strategies, etc. I understood<br>
>>> the<br>
>>> original question to be implicitly about incorporating weights for<br>
>>> skills<br>
>>> into queue or queue-like call distribution mechanisms, since that is how<br>
>>> it is done in call center products. If the question is simply how to<br>
>>> make<br>
>>> Asterisk consider certain outside information when choosing to whom to<br>
>>> route a call, the answer would be that it is identical to the process<br>
>>> for<br>
>>> embedding any other kind of logic and/or outside data source into call<br>
>>> processing.<br>
>>><br>
>>>> Another simple way is to add local/foo/n as the only "agent" on the<br>
>>>> queue. In the dialplan for local/foo , interrogate a database for the<br>
>>>> most appropriate "agent" and then call that agent's extension.<br>
>>>><br>
>>>> Julian<br>
>>>><br>
>>>> 2009/7/17 Matt Florell <<a href="mailto:astmattf@gmail.com">astmattf@gmail.com</a>>:<br>
>>>>> On 7/17/09, Alex Balashov <<a href="mailto:abalashov@evaristesys.com">abalashov@evaristesys.com</a>> wrote:<br>
>>>>>> Rupert Utteridge - Digital Techniques (Austalia) Limited wrote:<br>
>>>>>><br>
>>>>>> > We are trying to implement skill based routing for agents in a<br>
>>>>>> support<br>
>>>>>> > centre based on the agent login. Has anyone had any experience<br>
>>>>>> with<br>
>>>>>> this<br>
>>>>>> > and what was the outcome?<br>
>>>>>><br>
>>>>>><br>
>>>>>> It can't really be done using Asterisk queues, unless you want to<br>
>>>>>> create<br>
>>>>>> a large number of queues for every relevant skill factor and have<br>
>>>>>> agents<br>
>>>>>> join various combinations of these simultaneously--which would take<br>
>>>>>> quite a bit of dial plan and/or AGI logic to pull off. Plus, that<br>
>>>>>> doesn't scale any given queue beyond one host.<br>
>>>>>><br>
>>>>>> I suggest you look into using FastAGI[1] to simulate the queue<br>
>>>>>> experience by generating hold music and announcements without<br>
>>>>>> actually<br>
>>>>>> using Asterisk queues per se. This is quite possible to do, and,<br>
>>>>>> this<br>
>>>>>> allows you to distribute queues across multiple hosts, as well as<br>
>>>>>> distribute calls within those queues by whatever logic you choose.<br>
>>>>>> No<br>
>>>>>> shoehorning--just write it yourself.<br>
>>>>>><br>
>>>>>> -- Alex<br>
>>>>>><br>
>>>>>> [1] Yes, FastAGI. Not local AGI. And most especially not in PHP;<br>
>>>>>> contrary to a lot of the info out there, PHP could not possibly<br>
>>>>>> be a less suitable language in which to write AGI scripts. I<br>
>>>>>> don't know who comes up with these lavish heights of mediocrity.<br>
>>>>><br>
>>>>> If you are not looking to write it yourself you could always try<br>
>>>>> ViciDial which has skills-based routing built in, and it's free and<br>
>>>>> Open Source.<br>
>>>>><br>
>>>>> MATT---<br>
>>>>><br>
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>>>><br>
>>><br>
>>><br>
>>> --<br>
>>> Alex Balashov<br>
>>> Evariste Systems<br>
>>> Web : <a href="http://www.evaristesys.com/" target="_blank">http://www.evaristesys.com/</a><br>
>>> Tel : (+1) (678) 954-0670<br>
>>> Direct : (+1) (678) 954-0671<br>
>>> Mobile : (+1) (678) 237-1775<br>
>>><br>
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>><br>
><br>
><br>
> --<br>
> Alex Balashov<br>
> Evariste Systems<br>
> Web : <a href="http://www.evaristesys.com/" target="_blank">http://www.evaristesys.com/</a><br>
> Tel : (+1) (678) 954-0670<br>
> Direct : (+1) (678) 954-0671<br>
> Mobile : (+1) (678) 237-1775<br>
><br>
><br>
><br>
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</div></div></blockquote></div><br><br clear="all"><br>-- <br>Thanks,<br>Steve Totaro <br>+18887771888 (Toll Free)<br>+12409381212 (Cell)<br>+12024369784 (Skype)<br>