see here: *http://en.wikipedia.org/wiki/Skills_based_routing*
On Thu, Sep 17, 2009 at 4:42 PM, Phillip Jones <[email protected]> wrote: > >> My FS based ACD allows agents to log-in to multiple queues at once > > What is the difference between those queues? Does each q require that > agents have a different skill? ie Agent A has skills x,y,z and queue 1,2,3 > have calls about x,y,z - there agent A logins to queue 1,2,3. > > 2009/9/17 Paweł Pierścionek <[email protected]> > > Michael Collins pisze: >> > >> > >> > On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <[email protected] >> > <mailto:[email protected]>> wrote: >> > >> > Hello >> > >> > Has any tried setting up an ACD based on skillset? The current >> > out-of-box version of fifo does not seem to support acd based on >> > agent skillset. Does anyone have any experience in doing it with >> > some external scripting using lua or javascript? >> > >> > I am interested in hearing how others may have done it as I am >> > trying to implement one myself. >> > >> > thx, >> > >> > mark >> > >> > >> > I was curious about this myself. Even if someone has built a non-free >> > skills-based ACD using FS I'd like to know about it. >> > -MC >> > >> What is a skills-based ACD ? >> My FS based ACD allows agents to log-in to multiple queues at once and >> have different priority setting in each of the queues - does this count >> as skills-based ? >> It does not allow to limit the number of calls an agent can answer from >> a queue daily nor does it allow to set distribution of calls to an agent >> from his queues (other the by priority). >> >> Pawel, >> >> >> _______________________________________________ >> FreeSWITCH-users mailing list >> [email protected] >> http://lists.freeswitch.org/mailman/listinfo/freeswitch-users >> UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users >> http://www.freeswitch.org >> > >
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