Hello All,
History ~
I recently took a position with a call center. At the time they had
about 50 agents in a call queue. The queue was setup to ringall. The
agents use Eyebeam softphones. Everything is local lan, no routers,
everything connected via Cisco 3600 10/100 switches.
Now we are up to about 150 agents, and I have kept everything pretty
much the same way for a couple of reasons. However, those reasons are
slowly drifting away and it's become the right time for me to start
questioning some of the previous configuration.
Here's the scenario~
150 agents, all are commission based sales reps. 99% of the calls are
answered within the first ring. the rest are answered between the
second and third ring. Never in my 4 months with the company has a
queue call been in the queue more then 20 seconds.
Problem~
Several times a week or sometimes a day, the reps will tell me that
the same call will be answered by 3 or 4 or 5 reps, and none of them
get the inbound audio. Asterisk only shows 1 of the reps actually
connecting the call, however the call logs in Eyebeam for all 5 reps,
show that they took the call and were connected for a short period of
time before disconnecting the call because there is no inbound audio.
Point of discussion~
Is there really a reason to maintain a queue? With the companies
growth they are now discussing the option of sending certain
affiliates to certain sales reps. Am I better off using ring groups?
Additionally I am working towards running as much of my configs via
mysql as possible and turning up multiple servers to handle the calls.
So far we have reached 130 simultaneous calls on one server, and about
10,000 calls processed during a 12 hour day.
Thanks for reading. I look forward to hearing peoples views on this...
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