On 7/17/09, Alex Balashov <[email protected]> wrote: > Rupert Utteridge - Digital Techniques (Austalia) Limited wrote: > > > We are trying to implement skill based routing for agents in a support > > centre based on the agent login. Has anyone had any experience with this > > and what was the outcome? > > > It can't really be done using Asterisk queues, unless you want to create > a large number of queues for every relevant skill factor and have agents > join various combinations of these simultaneously--which would take > quite a bit of dial plan and/or AGI logic to pull off. Plus, that > doesn't scale any given queue beyond one host. > > I suggest you look into using FastAGI[1] to simulate the queue > experience by generating hold music and announcements without actually > using Asterisk queues per se. This is quite possible to do, and, this > allows you to distribute queues across multiple hosts, as well as > distribute calls within those queues by whatever logic you choose. No > shoehorning--just write it yourself. > > -- Alex > > [1] Yes, FastAGI. Not local AGI. And most especially not in PHP; > contrary to a lot of the info out there, PHP could not possibly > be a less suitable language in which to write AGI scripts. I > don't know who comes up with these lavish heights of mediocrity.
If you are not looking to write it yourself you could always try ViciDial which has skills-based routing built in, and it's free and Open Source. MATT--- _______________________________________________ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
