I`m looking forward to using * as a call center solution in future, and really excited about this thing. BUt I`m ashamed to say tham I`m not familuar with the terms, and what do "wrap-up" mean?Would it be more flexible to approach this differently, with a dtmf to indicate that the agent is done with wrap up? So they get off a call and can wrap up the call for as long as necessary, and then hit "*" or something that marks them as available again rather than working against a timer to get a call wrapped up in 30 seconds or something, or shorting the timer because its "always to long" or something? Just my $.02 on the topic. Ben
-----Original Message-----
From: Jim Friedeck [mailto:[EMAIL PROTECTED] Sent: Tuesday, July 01, 2003 3:52 PM
To: [EMAIL PROTECTED]
Subject: Re: [Asterisk-Users] Enhanced queue app
Mark,
How hard would it be to write a simple app to cancel wrap-up via an extension? Like dialing *99 to short- out the remaining wrap-up time?
Jim Friedeck
---------------------------
Mark Spencer wrote:
Should wrap up time be something associated with a queue, or with an agent?
Mark
On Tue, 1 Jul 2003, Jim Friedeck wrote:
Will try to change to this:
Agent picks up phone and dials extension to 'login app':
exten => 750,1,QueueLogin(<QueueName>, wrap-up-time)
This would allow for quick agents to log into a queue for faster processing and allow slower processing for slow agents. An agent would
simply log out if more time was needed. I could not think of a quick way to cancel wrap-up waiting. Our Inter-Tel has a programmable wrap-up cancel button. I don't think this would be very easy on POTS phones. Any ideas?
Jim Friedeck
--------------------------------------
TC wrote:
I have also contracted mark for some minor modifications to app_queue
Qand chan_agent
1) if you use a mixed environment of agents and devices on a single
I want the ring process terminated before the time out value in queue.conf if the call is picked up
by anyone assigned to the Q (device or agent)
2) if all agents are online when a new call comes into a Q, the current q logic will ring the devices for the timeout period
before cycling and attempting to assign the called to a logged in agent ,
I want the Q to attempt to assign a call to an agent as soon as they hit the "*" key to hang up on the current call even
if the ring process has started on the devices
I also have some in line comments here see %TC
To all who need more queue functionality,needs. Please read the following >email conversation and give your ideas. Unless a glaring omission is found in my specification we will
We are contracting Digium to enhance the queue app for our call center
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. %TC THANK YOU JIM
If agent recieves call while logged in and call goes unanswered
%TCfor 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.
Can we just make sure that "specified amount of times " has a value 0
zero meaning "forevever" to stop agents automagically beling logged out by the system
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.
%TCThis tells queue that call will be handled by this agent.
Can this option be a configuration of the agent.conf NOT queue.conf seems to me that it is the agent who would like that discretion not the queue process that should enforce this rule
(I have already hacked this feature in chan_agent)
%TCIf 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.)
again should this not be an agent.conf issue. also can we make sure the flag allows for 1-skip & don't change agent place in Q
2-skip & force to bottom of the Q
3-log them out
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
______________________________________________________________________________________________%TCto 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.
again is this not realy a configuration item for the agent not the queue process ???
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Anton Yurchenko<[EMAIL PROTECTED]> Digital Generation
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