We use a queue so that we can have all the benefits of the queue whilst finding an agent : music on hold, periodic announcements etc etc.
You are right - with a little more effort we could probably remove the need for the queue. But why would I do that if I can use the queue for the bits I want ;) Julian 2009/7/17 Alex Balashov <[email protected]>: > > The simplicity of this approach is elegant, but in that case, why use a > queue? Why not just perform this logic straight in the dial plan when > processing the received call? > > The benefit of queues arises from their ability to keep state; they can > retry agents, carry out different ring strategies, etc. I understood the > original question to be implicitly about incorporating weights for skills > into queue or queue-like call distribution mechanisms, since that is how > it is done in call center products. If the question is simply how to make > Asterisk consider certain outside information when choosing to whom to > route a call, the answer would be that it is identical to the process for > embedding any other kind of logic and/or outside data source into call > processing. > >> Another simple way is to add local/foo/n as the only "agent" on the >> queue. In the dialplan for local/foo , interrogate a database for the >> most appropriate "agent" and then call that agent's extension. >> >> Julian >> >> 2009/7/17 Matt Florell <[email protected]>: >>> 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 >>> >> >> _______________________________________________ >> -- 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 >> > > > -- > Alex Balashov > Evariste Systems > Web : http://www.evaristesys.com/ > Tel : (+1) (678) 954-0670 > Direct : (+1) (678) 954-0671 > Mobile : (+1) (678) 237-1775 > > > > _______________________________________________ > -- 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 > _______________________________________________ -- 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
