Would it be more flexible to approach this differently, with a dtmf to indicate that the agent is done with wrap up? So they get off a call and can wrap up the call for as long as necessary, and then hit "*" or something that marks them as available again rather than working against a timer to get a call wrapped up in 30 seconds or something, or shorting the timer because its "always to long" or something? Just my $.02 on the topic. Ben
-----Original Message----- From: Jim Friedeck [mailto:[EMAIL PROTECTED] Sent: Tuesday, July 01, 2003 3:52 PM To: [EMAIL PROTECTED] Subject: Re: [Asterisk-Users] Enhanced queue app Mark, How hard would it be to write a simple app to cancel wrap-up via an extension? Like dialing *99 to short- out the remaining wrap-up time? Jim Friedeck --------------------------- Mark Spencer wrote: >Should wrap up time be something associated with a queue, or with an >agent? > >Mark > >On Tue, 1 Jul 2003, Jim Friedeck wrote: > > > >>Will try to change to this: >> >>Agent picks up phone and dials extension to 'login app': >> >> exten => 750,1,QueueLogin(<QueueName>, wrap-up-time) >> >>This would allow for quick agents to log into a queue for faster >>processing and allow slower processing for slow agents. An agent would >>simply log out if more time was needed. I could not think of a quick >>way to cancel wrap-up waiting. Our Inter-Tel has a programmable >>wrap-up cancel button. I don't think this would be very easy on POTS >>phones. Any ideas? >> >>Jim Friedeck >> >>-------------------------------------- >> >>TC wrote: >> >> >> >>>I have also contracted mark for some minor modifications to app_queue >>>and chan_agent >>>1) if you use a mixed environment of agents and devices on a single Q >>> I want the ring process terminated before the time out value in >>>queue.conf if the call is picked up >>> by anyone assigned to the Q (device or agent) >>>2) if all agents are online when a new call comes into a Q, the >>>current q logic will ring the devices for the timeout period >>> before cycling and attempting to assign the called to a logged in >>>agent , >>> I want the Q to attempt to assign a call to an agent as soon as >>>they hit the "*" key to hang up on the current call even >>> if the ring process has started on the devices >>> >>>I also have some in line comments here see %TC >>> >>> >>> >>> >>> >>>>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. %TC THANK YOU JIM >>> >>> >>> >>> >>>>>> 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. >>>>>> >>>>>> >>>>>> >>>>>> >>>%TC >>>Can we just make sure that "specified amount of times " has a value 0 >>>zero meaning "forevever" to stop agents automagically beling logged >>>out by the system >>> >>> >>> >>> >>> >>>>>> 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. >>>>>> >>>>>> >>>>>> >>>>>> >>>%TC >>>Can this option be a configuration of the agent.conf NOT queue.conf >>>seems to me that it is the agent who would like that discretion not >>>the queue process that should enforce this rule >>>(I have already hacked this feature in chan_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.) >>>>>> >>>>>> >>>>>> >>>>>> >>>%TC >>>again should this not be an agent.conf issue. also can we make sure >>>the flag allows for 1-skip & don't change agent place in Q >>>2-skip & force to bottom of the Q >>>3-log them out >>> >>> >>> >>> >>>>>> 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. >>>>>> >>>>>> >>>>>> >>>>>> >>>%TC >>>again is this not realy a configuration item for the agent not the >>>queue process ??? >>> >>> >>>_______________________________________________ >>>Asterisk-Users mailing list >>>[EMAIL PROTECTED] >>>http://lists.digium.com/mailman/listinfo/asterisk-users >>> >>> >>> >>> >>> >>> >>_______________________________________________ >>Asterisk-Users mailing list >>[EMAIL PROTECTED] >>http://lists.digium.com/mailman/listinfo/asterisk-users >> >> >> > >_______________________________________________ >Asterisk-Users mailing list >[EMAIL PROTECTED] >http://lists.digium.com/mailman/listinfo/asterisk-users > > > > _______________________________________________ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users _______________________________________________ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
