What value do the queue announcements (I am assuming these are pertaining to expected hold time, etc.) if there is only one agent?
> We use a queue so that we can have all the benefits of the queue > whilst finding an agent : music on hold, periodic announcements etc > etc. > > You are right - with a little more effort we could probably remove the > need for the queue. But why would I do that if I can use the queue for > the bits I want ;) > > Julian > > 2009/7/17 Alex Balashov <abalas...@evaristesys.com>: >> >> The simplicity of this approach is elegant, but in that case, why use a >> queue? Why not just perform this logic straight in the dial plan when >> processing the received call? >> >> The benefit of queues arises from their ability to keep state; they can >> retry agents, carry out different ring strategies, etc. I understood >> the >> original question to be implicitly about incorporating weights for >> skills >> into queue or queue-like call distribution mechanisms, since that is how >> it is done in call center products. If the question is simply how to >> make >> Asterisk consider certain outside information when choosing to whom to >> route a call, the answer would be that it is identical to the process >> for >> embedding any other kind of logic and/or outside data source into call >> processing. >> >>> Another simple way is to add local/foo/n as the only "agent" on the >>> queue. In the dialplan for local/foo , interrogate a database for the >>> most appropriate "agent" and then call that agent's extension. >>> >>> Julian >>> >>> 2009/7/17 Matt Florell <astma...@gmail.com>: >>>> On 7/17/09, Alex Balashov <abalas...@evaristesys.com> wrote: >>>>> Rupert Utteridge - Digital Techniques (Austalia) Limited wrote: >>>>> >>>>> > We are trying to implement skill based routing for agents in a >>>>> support >>>>> > centre based on the agent login. Has anyone had any experience >>>>> with >>>>> this >>>>> > and what was the outcome? >>>>> >>>>> >>>>> It can't really be done using Asterisk queues, unless you want to >>>>> create >>>>> a large number of queues for every relevant skill factor and have >>>>> agents >>>>> join various combinations of these simultaneously--which would take >>>>> quite a bit of dial plan and/or AGI logic to pull off. Plus, that >>>>> doesn't scale any given queue beyond one host. >>>>> >>>>> I suggest you look into using FastAGI[1] to simulate the queue >>>>> experience by generating hold music and announcements without >>>>> actually >>>>> using Asterisk queues per se. This is quite possible to do, and, >>>>> this >>>>> allows you to distribute queues across multiple hosts, as well as >>>>> distribute calls within those queues by whatever logic you choose. >>>>> No >>>>> shoehorning--just write it yourself. >>>>> >>>>> -- Alex >>>>> >>>>> [1] Yes, FastAGI. Not local AGI. And most especially not in PHP; >>>>> contrary to a lot of the info out there, PHP could not possibly >>>>> be a less suitable language in which to write AGI scripts. I >>>>> don't know who comes up with these lavish heights of mediocrity. >>>> >>>> If you are not looking to write it yourself you could always try >>>> ViciDial which has skills-based routing built in, and it's free and >>>> Open Source. >>>> >>>> MATT--- >>>> >>>> _______________________________________________ >>>> -- Bandwidth and Colocation Provided by http://www.api-digital.com -- >>>> >>>> asterisk-users mailing list >>>> To UNSUBSCRIBE or update options visit: >>>> http://lists.digium.com/mailman/listinfo/asterisk-users >>>> >>> >>> _______________________________________________ >>> -- Bandwidth and Colocation Provided by http://www.api-digital.com -- >>> >>> asterisk-users mailing list >>> To UNSUBSCRIBE or update options visit: >>> http://lists.digium.com/mailman/listinfo/asterisk-users >>> >> >> >> -- >> Alex Balashov >> Evariste Systems >> Web : http://www.evaristesys.com/ >> Tel : (+1) (678) 954-0670 >> Direct : (+1) (678) 954-0671 >> Mobile : (+1) (678) 237-1775 >> >> >> >> _______________________________________________ >> -- Bandwidth and Colocation Provided by http://www.api-digital.com -- >> >> asterisk-users mailing list >> To UNSUBSCRIBE or update options visit: >> http://lists.digium.com/mailman/listinfo/asterisk-users >> > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > -- Alex Balashov Evariste Systems Web : http://www.evaristesys.com/ Tel : (+1) (678) 954-0670 Direct : (+1) (678) 954-0671 Mobile : (+1) (678) 237-1775 _______________________________________________ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users