Re: [asterisk-users] Agents in more than one queue at once
In general there is no guaarantee as which call will connect; each queue is independent AFAIK. Lenz- big fan :) And I'm sure this topic is of interest to you... I'll admit, I had a feeling that it's random would be the response to my original question. I remember reading the app_queue code a while back and getting the impression that the logic was something like- * Loop through the list of all queued calls in the system, one by one. If the current call is 'next' in its respective queue (as defined by the queue scheduling algo), then we need to find an agent to take this call... * Loop through the list of agents who are members of this queue. If the current agent is available to take a call, then send the call to the available agent. This logic leaves the above mentioned oversight where at no point is it ever considered that an agent may be a member of more than one queue. Even with a fair scheduling algo applied to each queue, this bug causes queues with large numbers of waiting calls and/or large numbers of available agents to starve other queues. Effectively, this bug makes skills-based routing impossible, because unique skills can not exist. Additionally, regardless of how many callers are in queue, this bug causes hold times to increase - significantly, in our case. This is an important oversight in my opinion because it is the only way that skills-based routing can be implemented within the framework of app_queue. Without fixing this issue, Asterisk can not claim to have a reliable method of implementing skills-based routing. *DEVELOPERS* - If I took a crack at fixing this issue, what general tips do you have for me to make it most likely that my solution can be integrated into HEAD? I believe I can justify spending some time at work to deal with this, but not without at least a decent chance that the work will be integrated into mainline (assuming it doesn't suck, of course :) Alex Forster -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Agents in more than one queue at once
Il 22/10/2012 18:44, Alex Forster ha scritto: *DEVELOPERS* - If I took a crack at fixing this issue, what general tips do you have for me to make it most likely that my solution can be integrated into HEAD? I believe I can justify spending some time at work to deal with this, but not without at least a decent chance that the work will be integrated into mainline (assuming it doesn't suck, of course:) Nice to hear you are willing to work on it. I suggest you to ask on asterisk-dev ;) Cheers, Niccolò -- http://www.linuxsystems.it -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Agents in more than one queue at once
In such case, use common queue for best result. or give weight to any one queue who gets priority on calls. On Fri, Oct 19, 2012 at 7:16 PM, Lenz Emilitri lenz.lo...@gmail.com wrote: In general there is no guaarantee as which call will connect; each queue is independent AFAIK. l. 2012/10/17 Alex Forster a...@alexforster.com My company has been running Asterisk 1.6.2.19-1_centos5 from the official yum repo, and for a while now I've been receiving complaints from our call centers about calls not being routed in the most efficient order. I'll explain with a simplified scenario-- Let's say I have two queues: A and B. I have one agent, Alice, who is a member of both of these queues. While Alice is busy on a call, one person calls in to queue A, and then, several moments later, another person calls in to queue B. At this point, note that both callers waiting on hold are position 1 in their respective queues. A queue show might look like this... A has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb17 (wait: 1:14, prio: 0) B has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb1e (wait: 0:45, prio: 0) My question is: when Alice gets off the phone, which call will she get? My expectation is that she will get the call which has been waiting longer, but I'm not sure that's actually the case. Alex Forster -- Loway - home of QueueMetrics - http://queuemetrics.com Test-drive WombatDialer beta @ http://wombatdialer.com -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Bharat Lalcheta -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Agents in more than one queue at once
In general there is no guaarantee as which call will connect; each queue is independent AFAIK. l. 2012/10/17 Alex Forster a...@alexforster.com My company has been running Asterisk 1.6.2.19-1_centos5 from the official yum repo, and for a while now I've been receiving complaints from our call centers about calls not being routed in the most efficient order. I'll explain with a simplified scenario-- Let's say I have two queues: A and B. I have one agent, Alice, who is a member of both of these queues. While Alice is busy on a call, one person calls in to queue A, and then, several moments later, another person calls in to queue B. At this point, note that both callers waiting on hold are position 1 in their respective queues. A queue show might look like this... A has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb17 (wait: 1:14, prio: 0) B has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb1e (wait: 0:45, prio: 0) My question is: when Alice gets off the phone, which call will she get? My expectation is that she will get the call which has been waiting longer, but I'm not sure that's actually the case. Alex Forster -- Loway - home of QueueMetrics - http://queuemetrics.com Test-drive WombatDialer beta @ http://wombatdialer.com -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Agents in more than one queue at once
Are there any developers that are familiar with the Queue() app implementation and how it distributes calls? Alex Forster -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] Agents in more than one queue at once
My company has been running Asterisk 1.6.2.19-1_centos5 from the official yum repo, and for a while now I've been receiving complaints from our call centers about calls not being routed in the most efficient order. I'll explain with a simplified scenario-- Let's say I have two queues: A and B. I have one agent, Alice, who is a member of both of these queues. While Alice is busy on a call, one person calls in to queue A, and then, several moments later, another person calls in to queue B. At this point, note that both callers waiting on hold are position 1 in their respective queues. A queue show might look like this... A has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb17 (wait: 1:14, prio: 0) B has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb1e (wait: 0:45, prio: 0) My question is: when Alice gets off the phone, which call will she get? My expectation is that she will get the call which has been waiting longer, but I'm not sure that's actually the case. Alex Forster -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Agents in more than one queue at once
From: asterisk-users-boun...@lists.digium.com [mailto:asterisk-users-boun...@lists.digium.com] On Behalf Of Alex Forster Sent: Wednesday, October 17, 2012 2:42 PM To: asterisk-users@lists.digium.com Subject: [asterisk-users] Agents in more than one queue at once My company has been running Asterisk 1.6.2.19-1_centos5 from the official yum repo, and for a while now I've been receiving complaints from our call centers about calls not being routed in the most efficient order. I'll explain with a simplified scenario-- Let's say I have two queues: A and B. I have one agent, Alice, who is a member of both of these queues. While Alice is busy on a call, one person calls in to queue A, and then, several moments later, another person calls in to queue B. At this point, note that both callers waiting on hold are position 1 in their respective queues. A queue show might look like this... A has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb17 (wait: 1:14, prio: 0) B has 1 calls (max unlimited) in 'leastrecent' strategy (0s holdtime, 533s talktime), W:1, C:1, A:0, SL:100.0% within 60s Members: 21 (Local/21@from-queue/n) (dynamic) (In use) has taken 1 calls (last was 533 secs ago) Callers: 1. SIP/Trunk-eb1e (wait: 0:45, prio: 0) My question is: when Alice gets off the phone, which call will she get? My expectation is that she will get the call which has been waiting longer, but I'm not sure that's actually the case. Alex Forster Depends on many factors, but if the queues have equal priority, the longest wait will (AFAIK) take priority. -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
