Guys can someone answer how the ACD works when it needs to decide which call to take next from queues with equal weights? Does it take the call with the longest period of watiting or does it work randomly?
-----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kyriakos Sent: Wednesday, November 21, 2007 11:08 AM To: 'Asterisk Users Mailing List - Non-Commercial Discussion' Subject: Re: [asterisk-users] ACD functionality , Skills for agents -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James FitzGibbon Sent: Tuesday, November 20, 2007 6:03 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD functionality , Skills for agents On Nov 20, 2007 10:16 AM, Kyriakos <[EMAIL PROTECTED]> wrote: > I have a question regarding ACD for queues. What happens when I have 2 > or more queues with same weight and each queue has a call in? How will it > decide which call will be routed to the next available agent? Will it take > the call with the longest waiting time in queue? If not how would I do > this? Beware of queue weights. They have caused major problems in the past for many people on this list. As I understand it, enabling weights requires * to grab a lock on a large number of data structures related to queue state, which can cause performance slowdowns and crashes. I haven't seen reports of this recently, so it might be better in the later 1.4 releases, but at one time it was a sure-fire recipe for pain. > Also can someone point me to resources for making a single queue with > customer calls tagged with agent skills? What I mean is instead of having > multiple queues Sales,Tech support, etc, have only a single queue with > calls being tagged according to the customer's choice from IVR, so if a > customer would choose SALES , the call would go into the queue with other > calls but it would only be answered from agents with the skill "SALES". > This is something offered in other PBX systems like Avaya but im pretty sure > it can be done on Asterisk, right? It probably could be, but it would make reporting pretty difficult, as the key fields in the queue log are the call id and the queue name. While you could use the QueueLog() application to stick extra data about the call (e.g the skill chosen from the IVR) into the queue log, that would appear in one line only and require post-processing to glue it together with the rest of the data for that call. I'm pretty sure it wouldn't mesh nicely with the reporting package I use (QueueMetrics). KM: I'm actually using the same package (Queuemetrics 1.4.2)! What I do for this is maintain queue (skill) membership in a database, then add the channels to the appropriate queues when the agents log on via a web page. Is there a particular reason you want to just have one queue? KM: Well no if the ACD would work properly. As I mentioned there have been calls that were waiting in queue for 20 minutes because ACD was distributing calls from the rest of the queues with less waiting time. KM. _______________________________________________ --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
