Morning All, Has anyone here successfully implemented skills based routing within queues? The concept behind skills based routing is fairly straight forward, and I know I could do it with multiple queues, agent penalties and a bit of AGI to put the call into the right queue. However doing this is going to require the addition of several extra queues and isn't a very clean solution. The other alternative is to write our own queue system with AGI, effort++ though :-) TIA. Cheers, Nick.
nick, I am actually playing with skills based routing right now... how would you propose to send multiple calls requiring different skills into a single queue and have agents w/o that particular skill in the same queue? daveC Nick Brown wrote:> Morning All, > > Has anyone here successfully implemented skills based routing within queues? > > The concept behind skills based routing is fairly straight forward, and I > know I could do it with multiple queues, agent penalties and a bit of AGI to > put the call into the right queue. > > However doing this is going to require the addition of several extra queues > and isn't a very clean solution. > > The other alternative is to write our own queue system with AGI, effort++ > though :-) > > TIA. > > Cheers, > Nick. > > > > > _______________________________________________ > --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 > > > >-- My wife's sister is in California. I should buy her a Videophone2008! Truly, The Next Best Thing to Being There! -- WorldWideVideoPhones.com 856.380.0894
I think you should use a set of queues - if your skill-based requirements are the usual suspects (speaking different languages) it's fairly easy to set up with a master queue for each language with different priority groups based on how good the agent is with that language. We have a good number of clients who did just that and are quite happy with it, without messing around with custom code and AGIs. :) I hope this helps, l. On Mon, 15 Oct 2007 02:56:29 +0200, Nick Brown <Nick at ipera.com.au> wrote:> Morning All, > > Has anyone here successfully implemented skills based routing within > queues? > > The concept behind skills based routing is fairly straight forward, and I > know I could do it with multiple queues, agent penalties and a bit of > AGI to > put the call into the right queue. > > However doing this is going to require the addition of several extra > queues > and isn't a very clean solution. > > The other alternative is to write our own queue system with AGI, effort++ > though :-) > > TIA. > > Cheers, > Nick. >-- Loway Research - Home of QueueMetrics http://queuemetrics.com