Re: [asterisk-users] To queue or not to queue...

2013-03-29 Thread Lenz Emilitri
Hello Gregory,
I wouldn't say this is a typical scenario for using a ringall queue,
especially if the agent set gets larger and larger. On the other side, a
ringgroup won't solve the issue of ringing all those phones at once.  What
I would be looking into, considered the motivation of your agents, is to
split the system into more than one queue and send the calls randomly to
each queue. If everybody is busy you get out and retry. This should not
impact call answer times as long as you have 30/40 people available per
queue - but your box will handle a fraction of the load and you can easily
partition such a system on multiple boxes.
Just my two cents,
l.


2013/3/28 Gregory Malsack 

> 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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Re: [asterisk-users] To queue or not to queue...

2013-03-28 Thread Bharat Lalcheta
Hii,

If you like to use ringall strategy only, then better use different
ringgroup to fulfill your purpose.

However, as a callcenter aspect, you should think of roundrobin or
leastrecent strategy. It will solve your purpose also and give a better
performance too by resources i.e. hardware and agents.

Regards,

Bharat Lalcheta
On Fri, Mar 29, 2013 at 4:41 AM, Chad Wallace
wrote:

> On Thu, 28 Mar 2013 14:55:45 -0500
> Gregory Malsack  wrote:
>
> > > 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.
>
> Have you considered switching the strategy to roundrobin or leastrecent?
> You could give it a very low agent timeout (like 5 seconds), so the
> caller doesn't have to wait long if it has to ring a few people.
>
>
> --
>
> C. Chad Wallace, B.Sc.
> The Lodging Company
> http://www.lodgingcompany.com/
> OpenPGP Public Key ID: 0x262208A0
>
>
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Re: [asterisk-users] To queue or not to queue...

2013-03-28 Thread Chad Wallace
On Thu, 28 Mar 2013 14:55:45 -0500
Gregory Malsack  wrote:

> > 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.

Have you considered switching the strategy to roundrobin or leastrecent?
You could give it a very low agent timeout (like 5 seconds), so the
caller doesn't have to wait long if it has to ring a few people.


-- 

C. Chad Wallace, B.Sc.
The Lodging Company
http://www.lodgingcompany.com/
OpenPGP Public Key ID: 0x262208A0


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Re: [asterisk-users] To queue or not to queue...

2013-03-28 Thread Gregory Malsack

Asterisk version 1.8.20.1

Already checked the switches, no noteworthy port issues. no vlans used 
or layer 3 switching.




On 03/28/2013 03:18 PM, Carlos Alvarez wrote:


On Thu, Mar 28, 2013 at 12:55 PM, Gregory Malsack 
mailto:gmals...@coastalacq.com>> wrote:


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.


Which version of Asterisk?  Have you looked for solutions to the root 
problem?  I don't run any servers with that many agents, but have 
never run into issues like this with a few dozen.


Large ring groups can become unwieldy and problematic themselves. 
 There's also a limit to how long the entire dial string can be, 
though I can't remember what that size is.


You said everything is on a LAN, but have you looked at the 
possibility of issues between switches?  Can you examine the logs of 
bad calls and see if the failures happen on a specific switch in the 
network, or other correlation like that?  Do you use VLANs or layer 3 
switching?


--
Carlos Alvarez
TelEvolve
602-889-3003



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Re: [asterisk-users] To queue or not to queue...

2013-03-28 Thread Carlos Alvarez
On Thu, Mar 28, 2013 at 12:55 PM, Gregory Malsack
wrote:

> 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.
>>
>
Which version of Asterisk?  Have you looked for solutions to the root
problem?  I don't run any servers with that many agents, but have never run
into issues like this with a few dozen.

Large ring groups can become unwieldy and problematic themselves.  There's
also a limit to how long the entire dial string can be, though I can't
remember what that size is.

You said everything is on a LAN, but have you looked at the possibility of
issues between switches?  Can you examine the logs of bad calls and see if
the failures happen on a specific switch in the network, or other
correlation like that?  Do you use VLANs or layer 3 switching?

-- 
Carlos Alvarez
TelEvolve
602-889-3003
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