Re: [Asterisk-Users] ACD/queues question
Hello Pedro, you should do this using agent priority groups; this way first all low priority agents are filled, then another group is used up. Thanks l. On Wed, 12 Oct 2005 19:30:43 +0200, Pedro Nunes [EMAIL PROTECTED] wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD/queues question
On Thu, 13 Oct 2005 00:39:06 +0200, Tom Rymes [EMAIL PROTECTED] wrote: What we have done is to set up a single queue that all calls come into. For the agents that we want to be our Front Line (i.e.: Customer Service Reps), we give them a penalty of 0. Our Overflow group (i.e.: Customer service reps who are also dealing with walk-in customers and therefore should not be bothered unless we're really busy) gets a penalty of 1, and our Last Resort (i.e.: Everyone else) people get a penalty of 2. That way, all of the calls are answered by our front line people, unless they are all busy/unavailable. Then, and only then, the calls start going to our overflow people, and if they are also all unavailable, the calls go to our last resort people. Seeing as how we have more than 23 people between the three groups, there should technically be no waiting on hold in the queue, even with the PRI saturated. I don't know if this is what you are looking for, but it works extremely well for us. To whomever coded this feature, THANK YOU! As QM supports per service group call flow analysis, I have helped a number of call centers worldwide in setting up this feature together with the adoption of QM and I can say everybody was quite satisfied with it, as much as you can put up with the added problems of running the Agents module. l. -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD/queues question
Thanks, That will fix my problem... And agent skills, is that possible too?? Thanks again Pedro Nunes -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lorenzo Emilitri Sent: quinta-feira, 13 de Outubro de 2005 8:17 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD/queues question Hello Pedro, you should do this using agent priority groups; this way first all low priority agents are filled, then another group is used up. Thanks l. On Wed, 12 Oct 2005 19:30:43 +0200, Pedro Nunes [EMAIL PROTECTED] wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD/queues question
Thanks, That will fix my problem... And agent skills, is that possible too?? Thanks again Pedro Nunes -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tom Rymes Sent: quarta-feira, 12 de Outubro de 2005 23:39 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD/queues question On Oct 12, 2005, at 1:30 PM, Pedro Nunes wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes What we have done is to set up a single queue that all calls come into. For the agents that we want to be our Front Line (i.e.: Customer Service Reps), we give them a penalty of 0. Our Overflow group (i.e.: Customer service reps who are also dealing with walk-in customers and therefore should not be bothered unless we're really busy) gets a penalty of 1, and our Last Resort (i.e.: Everyone else) people get a penalty of 2. That way, all of the calls are answered by our front line people, unless they are all busy/unavailable. Then, and only then, the calls start going to our overflow people, and if they are also all unavailable, the calls go to our last resort people. Seeing as how we have more than 23 people between the three groups, there should technically be no waiting on hold in the queue, even with the PRI saturated. I don't know if this is what you are looking for, but it works extremely well for us. To whomever coded this feature, THANK YOU! To set this up, just edit the queues.conf file and add the penalty to each agent's member = line like this: ; Front-line - Penalty of 0 member = 100,0 ; Overflow - Penalty of 1 member = 101,1 ;Last Resort - Penalty of 2 member = 102,2 Hope that proves useful to someone Tom ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD/queues question
Just remember to set your phone in the group with the highest possible priority :) On Thu, 2005-10-13 at 09:36 +0100, Pedro Nunes wrote: Thanks, That will fix my problem... And agent skills, is that possible too?? Thanks again Pedro Nunes -- Trixter http://www.0xdecafbad.com Bret McDanel UK +44 870 340 4605 Germany +49 801 777 555 3402 US +1 360 207 0479 or +1 516 687 5200 FreeWorldDialup: 635378 signature.asc Description: This is a digitally signed message part ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD/queues question
Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD/queues question
On Oct 12, 2005, at 1:30 PM, Pedro Nunes wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes What we have done is to set up a single queue that all calls come into. For the agents that we want to be our Front Line (i.e.: Customer Service Reps), we give them a penalty of 0. Our Overflow group (i.e.: Customer service reps who are also dealing with walk-in customers and therefore should not be bothered unless we're really busy) gets a penalty of 1, and our Last Resort (i.e.: Everyone else) people get a penalty of 2. That way, all of the calls are answered by our front line people, unless they are all busy/unavailable. Then, and only then, the calls start going to our overflow people, and if they are also all unavailable, the calls go to our last resort people. Seeing as how we have more than 23 people between the three groups, there should technically be no waiting on hold in the queue, even with the PRI saturated. I don't know if this is what you are looking for, but it works extremely well for us. To whomever coded this feature, THANK YOU! To set this up, just edit the queues.conf file and add the penalty to each agent's member = line like this: ; Front-line - Penalty of 0 member = 100,0 ; Overflow - Penalty of 1 member = 101,1 ;Last Resort - Penalty of 2 member = 102,2 Hope that proves useful to someone Tom ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
