Hi Jim, You can keep track of this by registering to receive manager events, and counting the "joins" and "leaves" on a specific queue.
By looking at the source code, I couldn't find any specific command that would retrieve this number, but should be straightforward to implement. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jim Friedeck Sent: July 01, 2003 2:38 PM To: [EMAIL PROTECTED] Subject: Re: [Asterisk-Users] Enhanced queue app We had planned to use the CDR_MySQL database to retrieve near-real-time data from the pbx. I believe abandoned calls can be traced down in the CDR database. Reporting will be done with Crystal Reports. I am creating a VB app for the management interface for Asterisk that I will be incorporating into a Customer Management System for our call center. Does anyone know of an Asterisk function that will report how many calls are on hold in a queue? Thanks for your time. Jim Friedeck -------------------------------------------- [EMAIL PROTECTED] wrote: >Have you considered how statistics for things like abandon rate will be >kept? How about service level stats, i.e. how many calls were abandoned >in the first 10s, 20s, 30s, etc. Also, most call center managers want >information on average hold time and longest call on hold for several >time periods. Other functionality that's useful in a call center >environment is whisper alerts. This is a tone that is played into the >agents ear before a call is assigned to them, allowing them to stay >offhook the entire day instead of having to hang up the phone and have >it ring for every call. > > -----Original Message----- > From: Jim Friedeck > Sent: Tue 7/1/2003 9:11 AM > To: [EMAIL PROTECTED] > Cc: > Subject: [Asterisk-Users] Enhanced queue app > > > > To all who need more queue functionality, > We are contracting Digium to enhance the queue app for >our call center needs. Please read the following email conversation and >give your ideas. Unless a glaring omission is found in my specification >we will have them start tomorrow (Wednesday). I may not have thought of >something important. It will be released to all Asterisk users by >Digium. Thanks for your time. > > Jim Friedeck, CIO > Carhill Enterprises > > ------------------------------ > > Hi Jim, > > Martin has review the specification you have sent and it is in >line with > what we originally quoted. We can get started on the >modification right > away. Lead time for the project is 1-2 weeks. > > Best Regards, > > Greg Vance > Digium > 256-428-6262 > 256-971-6890 (fax) > [EMAIL PROTECTED] > > > ----- Original Message ----- > From: "Jim Friedeck" <[EMAIL PROTECTED]> > To: "Greg Vance" <[EMAIL PROTECTED]> > Sent: Thursday, June 26, 2003 4:19 PM > Subject: Re: > > > > >> Greg, > >> Just to be clear. > >> > >> Agent picks up phone and dials extension to 'login app': > >> > >> exten => 750,1,QueueLogin(<QueueName>) > >> > >> or dials extension for 'logout app': > >> > >> exten => 751,1,QueueLogout(<QueueName>). > >> > >> Caller ID capture could be used for agent phone number, >possibly > >> confirming number to agent. > >> > >> By the way, someone just posted a patch to Mark to allow >dynamic > >> joining and leaving of queues. The apps are called >AddQueueMember and > >> RemoveQueueMember by Paulo Manheimer. This functionality >might be useful > >> for our needs and would eliminate static queue member lists. > >> > >> Both actions should be recorded in CDR. > >> > >> If agent recieves call while logged in and call goes >unanswered for > >> a specified amount of times (specified per queue) agent is >logged out > >> and event is recorded in CDR. Notification through astman >interface > >> would be desireable as well for management purposes. > >> > >> When agent picks up phone and is not on a local >interface, a > >> per-queue option to ask for confirmation by pressing a DTMF >digit. This > >> tells queue that call will be handled by this agent. If not >confirmed, a > >> per-queue option to log agent out or skip and place agent at >bottom of > >> queue. (Not really necessary but I could see it being useful >for agents > >> working from home with kids.) > >> > >> Calls would be routed to the agent who took a call >successfully > >> longest ago. This would be the fairest way to distribute them >to the > >> busiest people. People on a call unrelated to that queue >would maintain > >> their position in the queue order unless they logged out. A >busy agent > >> could be making outbound calls and it would be unfair to >penalize them > >> for being unavailable due to outbound activity. Perhaps a >per-queue > >> choice for this. > >> > >> A per-queue specified delay after hanging up that would >allow agent > >> to get ready for the next incoming call. This might be >deactivated by > >> agent dialing 'ready app' or some other convenient way. > >> > >> That's about all I can think of for now. Please let me >know what > >> your thoughts are. Thanks! > >> > >> Jim Friedeck, CIO > >> Carhill Enterprises > >> > >> > >> Greg Vance wrote: > >> > > > > > >>> >Hi Jim, > >>> > > >>> >Per your discussions with Mark Spencer we are quoting the >following for > >> > >> > your > > >>> >development: > >>> > > >>> >1) Agents log into phone number > >>> >2) Auto Log out > >>> >3) Confirm answer > >>> >4) Round-Robin > >>> >5) Wrap up time > >>> > > >>> >Total development charge is $XXXX. Payment of 50% up front >and 50% upon > >>> >completion and approval of the project. > >>> > > >>> >Please give me a call if you have any questions. > >>> > > >>> > > >>> >Greg Vance > >>> >Digium > >>> >256-428-6262 > >>> >256-971-6890 (fax) > >>> >[EMAIL PROTECTED] > >>> > > >>> > > >>> > > >>> > > >>> > > >>> > > >> > >> > >> > >> > > > > > > _______________________________________________ > Asterisk-Users mailing list > [EMAIL PROTECTED] > http://lists.digium.com/mailman/listinfo/asterisk-users > > > > _______________________________________________ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users _______________________________________________ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
