While a call is in the queue, every XXX seconds play a message. All agents are still helping other callers, please continue to hold, or press *1 to leave a message.
Also, tell the person their position in the queue. You are currently caller #XXX.
On Tuesday, July 1, 2003, at 10:11 AM, Jim Friedeck wrote:
To all who need more queue functionality,
We are contracting Digium to enhance the queue app for our call center needs. Please read the following email conversation and give your ideas. Unless a glaring omission is found in my specification we will have them start tomorrow (Wednesday). I may not have thought of something important. It will be released to all Asterisk users by Digium. Thanks for your time.
Jim Friedeck, CIO Carhill Enterprises
------------------------------
Hi Jim,
Martin has review the specification you have sent and it is in line with
what we originally quoted. We can get started on the modification right
away. Lead time for the project is 1-2 weeks.
Best Regards,
Greg Vance Digium 256-428-6262 256-971-6890 (fax) [EMAIL PROTECTED]
----- Original Message ----- From: "Jim Friedeck" <[EMAIL PROTECTED]> To: "Greg Vance" <[EMAIL PROTECTED]> Sent: Thursday, June 26, 2003 4:19 PM Subject: Re:
yourGreg, Just to be clear.
Agent picks up phone and dials extension to 'login app':
exten => 750,1,QueueLogin(<QueueName>)
or dials extension for 'logout app':
exten => 751,1,QueueLogout(<QueueName>).
Caller ID capture could be used for agent phone number, possibly confirming number to agent.
By the way, someone just posted a patch to Mark to allow dynamic
joining and leaving of queues. The apps are called AddQueueMember and
RemoveQueueMember by Paulo Manheimer. This functionality might be useful
for our needs and would eliminate static queue member lists.
Both actions should be recorded in CDR.
If agent recieves call while logged in and call goes unanswered for
a specified amount of times (specified per queue) agent is logged out
and event is recorded in CDR. Notification through astman interface
would be desireable as well for management purposes.
When agent picks up phone and is not on a local interface, a
per-queue option to ask for confirmation by pressing a DTMF digit. This
tells queue that call will be handled by this agent. If not confirmed, a
per-queue option to log agent out or skip and place agent at bottom of
queue. (Not really necessary but I could see it being useful for agents
working from home with kids.)
Calls would be routed to the agent who took a call successfully
longest ago. This would be the fairest way to distribute them to the
busiest people. People on a call unrelated to that queue would maintain
their position in the queue order unless they logged out. A busy agent
could be making outbound calls and it would be unfair to penalize them
for being unavailable due to outbound activity. Perhaps a per-queue
choice for this.
A per-queue specified delay after hanging up that would allow agent
to get ready for the next incoming call. This might be deactivated by
agent dialing 'ready app' or some other convenient way.
That's about all I can think of for now. Please let me know what your thoughts are. Thanks!
Jim Friedeck, CIO Carhill Enterprises
Greg Vance wrote:
>Hi Jim,
>
>Per your discussions with Mark Spencer we are quoting the following for
>development:
>
>1) Agents log into phone number
>2) Auto Log out
>3) Confirm answer
>4) Round-Robin
>5) Wrap up time
>
>Total development charge is $XXXX. Payment of 50% up front and 50% upon
>completion and approval of the project.
>
>Please give me a call if you have any questions.
>
>
>Greg Vance
>Digium
>256-428-6262
>256-971-6890 (fax)
>[EMAIL PROTECTED]
>
>
>
>
>
>
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