If I was calling I would like to know either how long the the person that's been in the queue the longest has been waiting OR an average of how long the callers were in the queue before they were answered (over the last X (where x in a config option) mins
On Fri, 2003-09-05 at 14:05, Brian West wrote:> bkwA friend and I have recently added the ability to announce the callers position in the call queue every x seconds.. or even just inject an anouncement every x seconds. All setup in queues.conf and can be setup per queue.
My next project is to add the ability to announce the callers estimated wait time. I want some feedback to see whats the best method to calculate that? What do you want just minutes? or minutes and seconds? Or the option to use one or the other?
I'm thinking (totaltime / totalcalls) - (now - qe->start) = current estimated wait time. Which would update after each call is hungup.
http://bugs.digium.com/bug_view_page.php?bug_id=0000214
Please let me know what you would like to see!?!?!
Thanks,
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Like others, I rarely use queues and so my notes below are based only on what I would like to experience as a queue member.
I would tend to agree with the idea of letting the caller hear the longest wait time when they first get an answer, and it would certainly be easy to announce the time that the longest call has been waiting in the queue instead of doing some sort of calculation based on averages, etc. However, that announcement would only be useful as the first announcement made, since that caller would then progress through the queue and their wait time would be reduced as they get closer to being the next person picked up. So, the "longest wait" time is only useful as a first announcement.
The second method, where a "sliding window" average of wait times in the last X minutes is used as the sample base is a bit more difficult, but after some thought I am think it will provide a more accurate number. Note that an unanticipated result of this method may be that some callers hear their queue wait time increase instead of decrease, which may have unpredictable results on customers. :-)
JT _______________________________________________ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
