We have 1 queue called helpdesk and are setting up a second one called isp.
The helpdesk queue is for internal support calls and isp for our ISP customer
calls. Both of these queues will be directed to the same agents (helpdesk
phone extensions).
We want to have the separate queues for tracking purposes but the queued calls
need to be ordered and answered as if there was only one queue. For example,
if there are 3 calls in the helpdesk queue and 1 call in the isp queue, if a
new call comes in, no matter which queue, it should be 5th in the queue.
e.g.,
helpdesk 3 calls
1 Zap/23-1
2 Zap/12-1
4 Zap/20-1
isp 2 calls
3 Zap/22-1
5 Zap/18-1
Is this type of setup possible and if so, what needs to be done in the config
files to accomplish this?
Thanks
Ron Bergin
rkb@i.frys.com wrote:> We want to have the separate queues for tracking purposes but the queued calls > need to be ordered and answered as if there was only one queue. For example, > if there are 3 calls in the helpdesk queue and 1 call in the isp queue, if a > new call comes in, no matter which queue, it should be 5th in the queue.[...]> 1 Zap/23-1 > 2 Zap/12-1 > 4 Zap/20-1this is perhaps a silly question, but how do you have so many zaptel FXS's? do you have six TDM400 cards with four FXS's each? or what am I missing? -- Seamus Abshere Isthmus Group
rkb@i.frys.com wrote:> We have 1 queue called helpdesk and are setting up a second one called isp. > The helpdesk queue is for internal support calls and isp for our ISP customer > calls. Both of these queues will be directed to the same agents (helpdesk > phone extensions). > > We want to have the separate queues for tracking purposes but the queued calls > need to be ordered and answered as if there was only one queue. For example, > if there are 3 calls in the helpdesk queue and 1 call in the isp queue, if a > new call comes in, no matter which queue, it should be 5th in the queue.I am not sure if exactly what you want to do is possible. However, you may be able to get both the tracking you need and the queue control you need. If you use a single queue, but use the CDR Account Code to store the "helpdesk" or "isp" designation, then you can get most of what you want. I don't think account code shows up in the queue log, so if you're using queue logs for tracking, then this might not work for you. Alan> e.g., > helpdesk 3 calls > 1 Zap/23-1 > 2 Zap/12-1 > 4 Zap/20-1 > > isp 2 calls > 3 Zap/22-1 > 5 Zap/18-1 > > Is this type of setup possible and if so, what needs to be done in the config > files to accomplish this? > > Thanks > Ron Bergin
My company is facing a similar situation. The agents/queue system in Asterisk 1.0.x is badly designed to meet such needs. Temporary I am working around the problem by giving each employee that answers a call one AgentID. I then set them up as callback agents. They are then members of both queues. This will at least prevent the brain dead ACD from sending them multiple calls for each queue. The distributing strategies however only look at their status with the current queue. There are issues with the wrapuptime as well and possibly some race conditions. The users have reported some odd behavior that I haven't been able to exactly duplicate(ie some agents waiting minutes to get a call that is on hold while they are available). For example, using leastrecent for both queues. An agent that answers multiple back to back calls for the helpdesk queue does not get credit for it, when determining who least recently answered the incoming isp queue call. At least if they are on a call from the helpdesk queue, they will not get a isp queue call. The agentcallbacklogin() unforuantely hangs up once they login so you are stuck with the keeping them all as static agents on both queues or attempting to build a menu that will allow them to add/remove themselves dynamically from each queue. They would still require at least 3 logins(agent login, agent logout, and queue management menu). Message me off list for further details. We may be able to work together to come up with a workaround that would serve both are needs better. --johann rkb@i.frys.com wrote:>We have 1 queue called helpdesk and are setting up a second one called isp. >The helpdesk queue is for internal support calls and isp for our ISP customer >calls. Both of these queues will be directed to the same agents (helpdesk >phone extensions). > >We want to have the separate queues for tracking purposes but the queued calls >need to be ordered and answered as if there was only one queue. For example, >if there are 3 calls in the helpdesk queue and 1 call in the isp queue, if a >new call comes in, no matter which queue, it should be 5th in the queue. > >e.g., >helpdesk 3 calls > 1 Zap/23-1 > 2 Zap/12-1 > 4 Zap/20-1 > >isp 2 calls > 3 Zap/22-1 > 5 Zap/18-1 > >Is this type of setup possible and if so, what needs to be done in the config >files to accomplish this? > >Thanks >Ron Bergin > >_______________________________________________ >Asterisk-Users mailing list >Asterisk-Users@lists.digium.com >http://lists.digium.com/mailman/listinfo/asterisk-users >To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > >