Um, I really don't know - we just use the periodic messages to play the traditional "Your call is important to use" (whatever the wording..)
Julian. 2009/7/17 Alex Balashov <abalas...@evaristesys.com>: > > 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 > _______________________________________________ -- 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