or the agent sets a 'disposition' for that call, before it will exit wrapup and place back in queue.
Jim Friedeck wrote: > > Wrap-up, as our existing phone system calls it, is a period of time that > an agent will not get an incoming call after hanging up the previous > call. This allows time for the agent to 'wrap-up' the preceeding > conversation by filling out forms, typing on the computer, or taking a > sip of coffee. Most systems have a variable wrap-up time for different > agents or queues and a way for the agent to indicate he/she is > immediately ready to take a call (like a programmable button on a > digital phone.) Since Asterisk deals with analog phones, there is no > programmable button we can use. > > Jim Friedeck > > -------------------------------------- > > Anton Yurchenko wrote: > > > Benjamin Miller wrote: > > > >> 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 > >> > > I`m looking forward to using * as a call center solution in future, > > and really excited about this thing. BUt I`m ashamed to say tham I`m > > not familuar with the terms, and what do "wrap-up" mean? > > > >> > >> -----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 > >> > >> > >> > > > > > > _______________________________________________ > 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
