asterisk users - Sep 2014 - how can queue agents choose which call to answer?

Hi everybody,

I'm looking for a solution for the following scenario:

? Asterisk queue
? At peak hours, there will be more callers then queue members/agents, so some
callers will spend some time on hold
? Agents should be able to choose which of the on hold calls to answer instead
of answering the next one in queue

We already have a web interface where agents can see the callers on hold, so the
best solution would be if they could just click a callers number to get his
call. But I have not found a way to tell Asterisk to do something to a call on
hold in a queue.

Priority queues are not really an option, as the agents will be deciding on the
fly which caller is more important.

I am not really sure if queues are the correct solution for this problem.
However, we have existing statistics built for queue logs, so it would be really
nice if the solution was queue-based.

Thanks for any thoughts,

-- 

marie

Am 23.09.2014 um 19:49 schrieb Marie Fischer <marie at vtl.ee>:
> Hi everybody,
> 
> I'm looking for a solution for the following scenario:
> 
> ? Asterisk queue
> ? At peak hours, there will be more callers then queue members/agents, so
some callers will spend some time on hold
> ? Agents should be able to choose which of the on hold calls to answer
instead of answering the next one in queue
> 
> We already have a web interface where agents can see the callers on hold,
so the best solution would be if they could just click a callers number to get
his call. But I have not found a way to tell Asterisk to do something to a call
on hold in a queue.
> 
> Priority queues are not really an option, as the agents will be deciding on
the fly which caller is more important.
> 
> I am not really sure if queues are the correct solution for this problem.
However, we have existing statistics built for queue logs, so it would be really
nice if the solution was queue-based.
> 
> Thanks for any thoughts,
> 
> -- 
> 
> marie

Hello Marie,

maybe FOP2  [1] is an option for you. There you can visually "pick up"
a call from a queue.
It's not open source though.

[1] http://www.fop2.com

Michael

http://www.mksolutions.info