Re: [asterisk-users] Queues and Agent penalty - how to go to second best agent when the first does not answer
The Queue() application can automatically pause members who fail to answer; this would be the solution to your problem. With that solution in place, though, the agent will still need to be able to un-pause when they return to their desk, and since that is the case, they really should be taught to go on pause when they leave their desk as well :-) Not to mention that your caller has to wait for however long your agent timeout is when this happens the first time, which is bad customer service. I am a little confused as to what the OP wants the system to do? Call the proper agent, but when they don't answer, on the next call, it shouldn't call the same agent? OK, but for how long? 5 minutes? Until they manually unpause (current option as described by Kevin), 30 minutes? Should it then up their penalty? For how long? I thought I replied back, but can`t find my own reply on the list. I just want a sequenced queue. I DO know that it means a bit longer waiting time if the first agent is unavailable, but I`m willing to live with it. I know I could write the extension to ring phones in sequence, but the queue includes other useful functionality (and logs that can be parsed and statistics created from it). I would be surprised if a queue cannot be made to ring phones always in the same order (phone A, B and C, back to A, B, C...). Is this simple use case possible? Mike -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Queues and Agent penalty - how to go to second best agent when the first does not answer
I am a little confused as to what the OP wants the system to do? Call the proper agent, but when they don't answer, on the next call, it shouldn't call the same agent? OK, but for how long? 5 minutes? Until they manually unpause (current option as described by Kevin), 30 minutes? Should it then up their penalty? For how long? I should have been more precise. I don't actually expect all this to happen, but here's what I wish it did: 1) Ring agents in Round Robin fashion, but always in the same order (could simply use the already existing penalty value) 2) Always start from the top (taking into account the ringinuse value) Basically, a simple _pre-ordered_ Roundrobin. I could make this even better by (as you hinted at yourself) by using autopause and asking for an autounpause after x minutes feature. But those two things above would be wonderful, and I was actually surprised that it wasn't a possible setting. Unless I can order the agents somehow, but I seem to understand that dynamic agents are sequenced in the order in which they joined the queue, not according to some easily defined position value. How I would envision this being configured? A queue setting that would define how it handles penalty. Either in the current Ring the best agent(s) over and over again or try the good agents first, but then move on. Just a yes/no value. Mike -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Queues and Agent penalty - how to go to second best agent when the first does not answer
Mike wrote: I was hoping to use this Queue not for professional agents in a call center, but for reception. When the receptionist (lowest penalty) is not at the desk, then some junior sales person can pick up those calls. We have our receptionist setup in a front-desk queue that has 2 phones in it. The incoming call rings directly to the phone for 30 seconds, if not answered, plays the, Please wait while we find someone and then drops them into a queue. At this point, it rings the operator phone again and if that fails, the 2nd phone. This will bounce back and forth between phones, until finally dropping the call into our dial-by-name directory if nobody answers. We also have both phones in a call group/pickup group, allowing to grab a call by doing a *7 Doug -- Ben Franklin quote: Those who would give up Essential Liberty to purchase a little Temporary Safety, deserve neither Liberty nor Safety. -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Queues and Agent penalty - how to go to second best agent when the first does not answer
We have our receptionist setup in a front-desk queue that has 2 phones in it. The incoming call rings directly to the phone for 30 seconds, if not answered, plays the, Please wait while we find someone and then drops them into a queue. At this point, it rings the operator phone again and if that fails, the 2nd phone. This will bounce back and forth between phones, until finally dropping the call into our dial-by-name directory if nobody answers. We also have both phones in a call group/pickup group, allowing to grab a call by doing a *7 Thanks Doug. I realize there are many things I can do, I was just hoping to use an application command to do it all. What you described might just be what I end up doing. Regards, Mike -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Queues and Agent penalty - how to go to second best agent when the first does not answer
On Feb 3, 2011, at 11:12 AM, Kevin P. Fleming wrote: The Queue() application can automatically pause members who fail to answer; this would be the solution to your problem. With that solution in place, though, the agent will still need to be able to un-pause when they return to their desk, and since that is the case, they really should be taught to go on pause when they leave their desk as well :-) Not to mention that your caller has to wait for however long your agent timeout is when this happens the first time, which is bad customer service. I am a little confused as to what the OP wants the system to do? Call the proper agent, but when they don't answer, on the next call, it shouldn't call the same agent? OK, but for how long? 5 minutes? Until they manually unpause (current option as described by Kevin), 30 minutes? Should it then up their penalty? For how long? Maybe some more specifics would help here. Tom -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
