Re: [asterisk-users] over 200 queues, anyone?
I think we are going to do it if we get big problems with those many queues. From what I'm seeing, the biggest problems seem to be related to agents, so maybe we can have a try at using straight terminals instead of agents. l. On Fri, 05 Jan 2007 01:14:08 +0100, Leo Ann Boon [EMAIL PROTECTED] wrote: Why don't you 'invert' the problem? Group the agents into fixed groups and put each group in a queue by itself. Each tenant will be assigned a group queue. If you have 30 agent in groups of 5, you only need 6 queues to handle 200 tenants. Even if you put each agent in a group by herself, you're still looking at 30 queues as opposed to 200 queues. Leo -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
On 1/5/07, Lenz [EMAIL PROTECTED] wrote: I think we are going to do it if we get big problems with those many queues. From what I'm seeing, the biggest problems seem to be related to agents, so maybe we can have a try at using straight terminals instead of agents. l. Being somewhat familiar with the innards of app_queue, I wouldn't personally want to set any client of mine up with 200 queues on one instance of app_queue. Like another list member mentioned earlier, I think the risk for deadlock is probably too great. You start adding queue weights into the mix and I shiver to think of what might happen. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
Yes, unfortunately they want to run a queue for each client, who has different agents located etc. This is a bit like a true Skill-based routing using Asterisk standard mechanisms. Apart for the business problems, I wondered if there are known problems with Asterisk running so many different queues. Be On Wed, 03 Jan 2007 21:29:23 +0100, Joe Dennick [EMAIL PROTECTED] wrote: Yeah, get a Business Process specialist to analyze the client's environment and develop a better solution. 200 queues with only 100 agents sounds pretty ludicrous to me! On Wed, 2007-01-03 at 14:22 -0600, lenz wrote: Hello list, one of our clients is going to be deploying a system with over 200 differently composed queues and 100 agents. We are going to do a full test of the viability of this solution before deployment, but I was wondering if anyone has experience of such a setup and if there are any obvious problems or no-nos. Any suggestion welcomed, l. -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
You are correct, this is more or less the scenario involved - the problem is that people want to call a personalized line AND speak to the same subset of agents preferably. I have never seen such a setup myself - I have seen CCs with 30 or 40 queues, never 200 - so I was wondering if anybody ever trued something on these lines; or if there are better solutions to the same problem. Best regards l. On Wed, 03 Jan 2007 22:06:21 +0100, Alex Robar [EMAIL PROTECTED] wrote: Not necessarily... The same agents could very well be providing support for multiple companies. You wouldn't want an announcement from company A in company B's queues. Alex -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
On Thu, 04 Jan 2007 11:05:38 +0100
Lenz [EMAIL PROTECTED] wrote:
You are correct, this is more or less the scenario involved - the
problem is that people want to call a personalized line AND speak to
the same subset of agents preferably.
I have never seen such a setup myself - I have seen CCs with 30 or
40 queues, never 200 - so I was wondering if anybody ever trued
something on these lines; or if there are better solutions to the
same problem. Best regards
We planned to do this.. but using only one queue for the agents, but
depending on the incoming DDI dialled, we do this:
441616608981 = huntgroup(affiliates,Affiliate One);
441616608982 = huntgroup(affiliates,Affiliate Two);
441616608983 = huntgroup(affiliates,Affiliate Three);
macro huntgroup( queuename , friendlyname ) {
Ringing();
Set(CALLERID(name)=${friendlyname});
Set(CDR(userfield)=${queuename} ${friendlyname});
ResetCDR(wav);
Queue(${queuename},t);
...};
So there's one Asterisk queue called 'affiliates' but we are able to
display a different name on the SIP handset just by setting the CALLERID
(name), thus the agent knows what to answer the phone as :)
(The Set(CDR) + ResetCDR were to ease the accounting + billing of
calls..)
Cheers,
Gavin.
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Re: [asterisk-users] over 200 queues, anyone?
Lenz wrote: You are correct, this is more or less the scenario involved - the problem is that people want to call a personalized line AND speak to the same subset of agents preferably. I have never seen such a setup myself - I have seen CCs with 30 or 40 queues, never 200 - so I was wondering if anybody ever trued something on these lines; or if there are better solutions to the same problem. Best regards You just need a single queue and use DNIS to differentiate the various tenants. This is a very typical setup for a virtual secretary service. Leo ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
Lenz wrote: You are correct, this is more or less the scenario involved - the problem is that people want to call a personalized line AND speak to the same subset of agents preferably. I have never seen such a setup myself - I have seen CCs with 30 or 40 queues, never 200 - so I was wondering if anybody ever trued something on these lines; or if there are better solutions to the same problem. Best regards l. Hi Lenz We are doing this here is RSA. What i have done is use the DID trigger number to play a specific greeting for the customer. Then get the customer to route to their preferred language. We have close on 300 customers and 5 Q's with +/- 100 agents. Regards Terry ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
HI Gavin,
wish we could do that! :) the problem is that they want to have
personalized agents too - so that each client has its own line AND his own
agents, so that they get back to speaking to the same people all of the
time. SO we need many different queues to accomodate all those
differences. Your sript looks very useful thoiugh! :)
l.
In data Thu, 04 Jan 2007 11:13:23 +0100, Gavin Hamill [EMAIL PROTECTED]
ha scritto:
On Thu, 04 Jan 2007 11:05:38 +0100
Lenz [EMAIL PROTECTED] wrote:
You are correct, this is more or less the scenario involved - the
problem is that people want to call a personalized line AND speak to
the same subset of agents preferably.
I have never seen such a setup myself - I have seen CCs with 30 or
40 queues, never 200 - so I was wondering if anybody ever trued
something on these lines; or if there are better solutions to the
same problem. Best regards
We planned to do this.. but using only one queue for the agents, but
depending on the incoming DDI dialled, we do this:
441616608981 = huntgroup(affiliates,Affiliate One);
441616608982 = huntgroup(affiliates,Affiliate Two);
441616608983 = huntgroup(affiliates,Affiliate Three);
macro huntgroup( queuename , friendlyname ) {
Ringing();
Set(CALLERID(name)=${friendlyname});
Set(CDR(userfield)=${queuename} ${friendlyname});
ResetCDR(wav);
Queue(${queuename},t);
...};
So there's one Asterisk queue called 'affiliates' but we are able to
display a different name on the SIP handset just by setting the CALLERID
(name), thus the agent knows what to answer the phone as :)
(The Set(CDR) + ResetCDR were to ease the accounting + billing of
calls..)
Cheers,
Gavin.
___
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--
Home of QueueMetrics - http://queuemetrics.loway.it
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Re: [asterisk-users] over 200 queues, anyone?
We are doing this here is RSA. Please apologize but what does RSA stand for ? ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
One thing you might want to consider is what distribution strategy to use for the queues. Note that Asterisk Queues use FIFO methodology to handle calls and distribute them to the agents. Say you have one queue and round robin strategy. When 5 calls come in and only 2 agents are available, the first caller in the queue will wait until one of the agents answers (or a timeout or any other exit strategy you may have defined). This will cause all other 4 callers to wait until that first caller gets handled. This is the behavior anyone expects from Asterisk's queues. However, when you have 10 queues and 5 agents and all 5 agents are members of all 10 queues, the way Asterisk handles it is a bit surprising/shocking/unexpected to some of us (me included). When 20 calls come in (say 2 for each queue), because all agents are members of all queues, Asterisk sees them as one shared resource pool of agents and therefore, treats all 20 calls as one large FIFO queue. You still get all the benefit of individual queues. However, the second caller (regardless of queue) will have to wait until the first caller (regardless of queue) is handled. When you multiply this times 200 queues, the behavior could be VERY surprising. This has been my experience. Basically, I have not seen Asterisk distribute calls from multiple queues to shared agents in parallel. Good luck and please do post your experiences as well. - Daniel On Wed, January 3, 2007 6:07 pm, Richard Lyman [EMAIL PROTECTED] said: lenz wrote: Hello list, one of our clients is going to be deploying a system with over 200 differently composed queues and 100 agents. We are going to do a full test of the viability of this solution before deployment, but I was wondering if anyone has experience of such a setup and if there are any obvious problems or no-nos. Any suggestion welcomed, one of our sites likes to micro manage things to the point of 38 queues. the thing you will find is that if your agents are members of various queues each member instance of each queue will get QueueMemberStatus events. (i've commented mine out because of flooding that occurs of the manager interface) deadlocks would be the thing to watch for. just food for thought. ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
Republic of South Africa On 04/01/07, Olivier [EMAIL PROTECTED] wrote: We are doing this here is RSA. Please apologize but what does RSA stand for ? ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Regards Rob Lith Connection Telecom CC Mobile: +27 (82) 3893332 DDI: +27 (21) 6575163 Fax: +27 (21) 6575161 ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
lenz wrote: HI Gavin, wish we could do that! :) the problem is that they want to have personalized agents too - so that each client has its own line AND his own agents, so that they get back to speaking to the same people all of the time. SO we need many different queues to accomodate all those differences. Your sript looks very useful thoiugh! :) l. Why don't you 'invert' the problem? Group the agents into fixed groups and put each group in a queue by itself. Each tenant will be assigned a group queue. If you have 30 agent in groups of 5, you only need 6 queues to handle 200 tenants. Even if you put each agent in a group by herself, you're still looking at 30 queues as opposed to 200 queues. Leo ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
Yeah, get a Business Process specialist to analyze the client's environment and develop a better solution. 200 queues with only 100 agents sounds pretty ludicrous to me! On Wed, 2007-01-03 at 14:22 -0600, lenz wrote: Hello list, one of our clients is going to be deploying a system with over 200 differently composed queues and 100 agents. We are going to do a full test of the viability of this solution before deployment, but I was wondering if anyone has experience of such a setup and if there are any obvious problems or no-nos. Any suggestion welcomed, l. ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
Not necessarily... The same agents could very well be providing support for multiple companies. You wouldn't want an announcement from company A in company B's queues. Alex On 1/3/07, Joe Dennick [EMAIL PROTECTED] wrote: Yeah, get a Business Process specialist to analyze the client's environment and develop a better solution. 200 queues with only 100 agents sounds pretty ludicrous to me! On Wed, 2007-01-03 at 14:22 -0600, lenz wrote: Hello list, one of our clients is going to be deploying a system with over 200 differently composed queues and 100 agents. We are going to do a full test of the viability of this solution before deployment, but I was wondering if anyone has experience of such a setup and if there are any obvious problems or no-nos. Any suggestion welcomed, l. ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Alex Robar [EMAIL PROTECTED] ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
I stand corrected, but it still seems excessive. On Wed, 2007-01-03 at 15:06 -0600, Alex Robar wrote: Not necessarily... The same agents could very well be providing support for multiple companies. You wouldn't want an announcement from company A in company B's queues. Alex On 1/3/07, Joe Dennick [EMAIL PROTECTED] wrote: Yeah, get a Business Process specialist to analyze the client's environment and develop a better solution. 200 queues with only 100 agents sounds pretty ludicrous to me! On Wed, 2007-01-03 at 14:22 -0600, lenz wrote: Hello list, one of our clients is going to be deploying a system with over 200 differently composed queues and 100 agents. We are going to do a full test of the viability of this solution before deployment, but I was wondering if anyone has experience of such a setup and if there are any obvious problems or no-nos. Any suggestion welcomed, l. ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Alex Robar [EMAIL PROTECTED] ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] over 200 queues, anyone?
lenz wrote: Hello list, one of our clients is going to be deploying a system with over 200 differently composed queues and 100 agents. We are going to do a full test of the viability of this solution before deployment, but I was wondering if anyone has experience of such a setup and if there are any obvious problems or no-nos. Any suggestion welcomed, one of our sites likes to micro manage things to the point of 38 queues. the thing you will find is that if your agents are members of various queues each member instance of each queue will get QueueMemberStatus events. (i've commented mine out because of flooding that occurs of the manager interface) deadlocks would be the thing to watch for. just food for thought. ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
