To all who need more queue functionality, We are contracting Digium to enhance the queue app for our call center needs. Please read the following email conversation and give your ideas. Unless a glaring omission is found in my specification we will have them start tomorrow (Wednesday). I may not have thought of something important. It will be released to all Asterisk users by Digium. Thanks for your time. Jim Friedeck, CIO Carhill Enterprises ------------------------------ Hi Jim, Martin has review the specification you have sent and it is in line with what we originally quoted. We can get started on the modification right away. Lead time for the project is 1-2 weeks. Best Regards, Greg Vance Digium 256-428-6262 256-971-6890 (fax) gvance@digium.com ----- Original Message ----- From: "Jim Friedeck" <asterisk@carhil.com> To: "Greg Vance" <gvance@digium.com> Sent: Thursday, June 26, 2003 4:19 PM Subject: Re:>> Greg, >> Just to be clear. >> >> Agent picks up phone and dials extension to 'login app': >> >> exten => 750,1,QueueLogin(<QueueName>) >> >> or dials extension for 'logout app': >> >> exten => 751,1,QueueLogout(<QueueName>). >> >> Caller ID capture could be used for agent phone number, possibly >> confirming number to agent. >> >> By the way, someone just posted a patch to Mark to allow dynamic >> joining and leaving of queues. The apps are called AddQueueMember and >> RemoveQueueMember by Paulo Manheimer. This functionality might be useful >> for our needs and would eliminate static queue member lists. >> >> Both actions should be recorded in CDR. >> >> If agent recieves call while logged in and call goes unanswered for >> a specified amount of times (specified per queue) agent is logged out >> and event is recorded in CDR. Notification through astman interface >> would be desireable as well for management purposes. >> >> When agent picks up phone and is not on a local interface, a >> per-queue option to ask for confirmation by pressing a DTMF digit. This >> tells queue that call will be handled by this agent. If not confirmed, a >> per-queue option to log agent out or skip and place agent at bottom of >> queue. (Not really necessary but I could see it being useful for agents >> working from home with kids.) >> >> Calls would be routed to the agent who took a call successfully >> longest ago. This would be the fairest way to distribute them to the >> busiest people. People on a call unrelated to that queue would maintain >> their position in the queue order unless they logged out. A busy agent >> could be making outbound calls and it would be unfair to penalize them >> for being unavailable due to outbound activity. Perhaps a per-queue >> choice for this. >> >> A per-queue specified delay after hanging up that would allow agent >> to get ready for the next incoming call. This might be deactivated by >> agent dialing 'ready app' or some other convenient way. >> >> That's about all I can think of for now. Please let me know what >> your thoughts are. Thanks! >> >> Jim Friedeck, CIO >> Carhill Enterprises >> >> >> Greg Vance wrote: >> > > >>> >Hi Jim, >>> > >>> >Per your discussions with Mark Spencer we are quoting the following for >> >>your>>> >development: >>> > >>> >1) Agents log into phone number >>> >2) Auto Log out >>> >3) Confirm answer >>> >4) Round-Robin >>> >5) Wrap up time >>> > >>> >Total development charge is $XXXX. Payment of 50% up front and 50% upon >>> >completion and approval of the project. >>> > >>> >Please give me a call if you have any questions. >>> > >>> > >>> >Greg Vance >>> >Digium >>> >256-428-6262 >>> >256-971-6890 (fax) >>> >gvance@digium.com >>> > >>> > >>> > >>> > >>> > >>> > >> >> >> >> > >
I have also contracted mark for some minor modifications to app_queue and
chan_agent
1) if you use a mixed environment of agents and devices on a single Q
I want the ring process terminated before the time out value in
queue.conf if the call is picked up
by anyone assigned to the Q (device or agent)
2) if all agents are online when a new call comes into a Q, the current q
logic will ring the devices for the timeout period
before cycling and attempting to assign the called to a logged in agent
,
I want the Q to attempt to assign a call to an agent as soon as they
hit the "*" key to hang up on the current call even
if the ring process has started on the devices
I also have some in line comments here see %TC
>To all who need more queue functionality,
> We are contracting Digium to enhance the queue app for our call center
needs. Please read the following >email conversation and give your ideas.
Unless a glaring omission is found in my specification we will have >them
start tomorrow (Wednesday). I may not have thought of something important.
It will be released to all >Asterisk users by Digium. Thanks for your time.
%TC THANK YOU JIM>>>
>>> If agent recieves call while logged in and call goes unanswered
for
>>> a specified amount of times (specified per queue) agent is logged
out
>>> and event is recorded in CDR. Notification through astman interface
>>> would be desireable as well for management purposes.
%TC
Can we just make sure that "specified amount of times " has a value 0
zero
meaning "forevever" to stop agents automagically beling logged out by
the
system
>>> When agent picks up phone and is not on a local interface, a
>>> per-queue option to ask for confirmation by pressing a DTMF digit.
This
>>> tells queue that call will be handled by this agent.
%TC
Can this option be a configuration of the agent.conf NOT queue.conf
seems to me that it is the agent who would like that discretion not the
queue
process that should enforce this rule
(I have already hacked this feature in chan_agent)
>>> If not confirmed, a
>>> per-queue option to log agent out or skip and place agent at bottom
of
>>> queue. (Not really necessary but I could see it being useful for
agents
>>> working from home with kids.)
%TC
again should this not be an agent.conf issue. also can we make sure
the flag allows for
1-skip & don't change agent place in Q
2-skip & force to bottom of the Q
3-log them out>>> Calls would be routed to the agent who took a call successfully
>>> longest ago. This would be the fairest way to distribute them to
the
>>> busiest people. People on a call unrelated to that queue would
maintain
>>> their position in the queue order unless they logged out. A busy
agent
>>> could be making outbound calls and it would be unfair to penalize
them
>>> for being unavailable due to outbound activity. Perhaps a per-queue
>>> choice for this.
>>>
>>> A per-queue specified delay after hanging up that would allow
agent
>>> to get ready for the next incoming call. This might be deactivated
by
>>> agent dialing 'ready app' or some other convenient way.
%TC
again is this not realy a configuration item for the agent not the queue
process ???
Have you considered how statistics for things like abandon rate will be kept? How about service level stats, i.e. how many calls were abandoned in the first 10s, 20s, 30s, etc. Also, most call center managers want information on average hold time and longest call on hold for several time periods. Other functionality that's useful in a call center environment is whisper alerts. This is a tone that is played into the agents ear before a call is assigned to them, allowing them to stay offhook the entire day instead of having to hang up the phone and have it ring for every call. -----Original Message----- From: Jim Friedeck Sent: Tue 7/1/2003 9:11 AM To: asterisk-users@lists.digium.com Cc: Subject: [Asterisk-Users] Enhanced queue app To all who need more queue functionality, We are contracting Digium to enhance the queue app for our call center needs. Please read the following email conversation and give your ideas. Unless a glaring omission is found in my specification we will have them start tomorrow (Wednesday). I may not have thought of something important. It will be released to all Asterisk users by Digium. Thanks for your time. Jim Friedeck, CIO Carhill Enterprises ------------------------------ Hi Jim, Martin has review the specification you have sent and it is in line with what we originally quoted. We can get started on the modification right away. Lead time for the project is 1-2 weeks. Best Regards, Greg Vance Digium 256-428-6262 256-971-6890 (fax) gvance@digium.com ----- Original Message ----- From: "Jim Friedeck" <asterisk@carhil.com> To: "Greg Vance" <gvance@digium.com> Sent: Thursday, June 26, 2003 4:19 PM Subject: Re: >> Greg, >> Just to be clear. >> >> Agent picks up phone and dials extension to 'login app': >> >> exten => 750,1,QueueLogin(<QueueName>) >> >> or dials extension for 'logout app': >> >> exten => 751,1,QueueLogout(<QueueName>). >> >> Caller ID capture could be used for agent phone number, possibly >> confirming number to agent. >> >> By the way, someone just posted a patch to Mark to allow dynamic >> joining and leaving of queues. The apps are called AddQueueMember and >> RemoveQueueMember by Paulo Manheimer. This functionality might be useful >> for our needs and would eliminate static queue member lists. >> >> Both actions should be recorded in CDR. >> >> If agent recieves call while logged in and call goes unanswered for >> a specified amount of times (specified per queue) agent is logged out >> and event is recorded in CDR. Notification through astman interface >> would be desireable as well for management purposes. >> >> When agent picks up phone and is not on a local interface, a >> per-queue option to ask for confirmation by pressing a DTMF digit. This >> tells queue that call will be handled by this agent. If not confirmed, a >> per-queue option to log agent out or skip and place agent at bottom of >> queue. (Not really necessary but I could see it being useful for agents >> working from home with kids.) >> >> Calls would be routed to the agent who took a call successfully >> longest ago. This would be the fairest way to distribute them to the >> busiest people. People on a call unrelated to that queue would maintain >> their position in the queue order unless they logged out. A busy agent >> could be making outbound calls and it would be unfair to penalize them >> for being unavailable due to outbound activity. Perhaps a per-queue >> choice for this. >> >> A per-queue specified delay after hanging up that would allow agent >> to get ready for the next incoming call. This might be deactivated by >> agent dialing 'ready app' or some other convenient way. >> >> That's about all I can think of for now. Please let me know what >> your thoughts are. Thanks! >> >> Jim Friedeck, CIO >> Carhill Enterprises >> >> >> Greg Vance wrote: >> > > >>> >Hi Jim, >>> > >>> >Per your discussions with Mark Spencer we are quoting the following for >> >> your >>> >development: >>> > >>> >1) Agents log into phone number >>> >2) Auto Log out >>> >3) Confirm answer >>> >4) Round-Robin >>> >5) Wrap up time >>> > >>> >Total development charge is $XXXX. Payment of 50% up front and 50% upon >>> >completion and approval of the project. >>> > >>> >Please give me a call if you have any questions. >>> > >>> > >>> >Greg Vance >>> >Digium >>> >256-428-6262 >>> >256-971-6890 (fax) >>> >gvance@digium.com >>> > >>> > >>> > >>> > >>> > >>> > >> >> >> >> > > _______________________________________________ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/ms-tnef Size: 9350 bytes Desc: not available Url : http://lists.digium.com/pipermail/asterisk-users/attachments/20030701/ee644895/attachment.bin
There was one option I tried to add, and failed at :( While a call is in the queue, every XXX seconds play a message. All agents are still helping other callers, please continue to hold, or press *1 to leave a message. Also, tell the person their position in the queue. You are currently caller #XXX. On Tuesday, July 1, 2003, at 10:11 AM, Jim Friedeck wrote:> To all who need more queue functionality, > We are contracting Digium to enhance the queue app for our call > center needs. Please read the following email conversation and give > your ideas. Unless a glaring omission is found in my specification we > will have them start tomorrow (Wednesday). I may not have thought of > something important. It will be released to all Asterisk users by > Digium. Thanks for your time. > > Jim Friedeck, CIO > Carhill Enterprises > > ------------------------------ > > Hi Jim, > > Martin has review the specification you have sent and it is in line > with > what we originally quoted. We can get started on the modification > right > away. Lead time for the project is 1-2 weeks. > > Best Regards, > > Greg Vance > Digium > 256-428-6262 > 256-971-6890 (fax) > gvance@digium.com > > > ----- Original Message ----- From: "Jim Friedeck" <asterisk@carhil.com> > To: "Greg Vance" <gvance@digium.com> > Sent: Thursday, June 26, 2003 4:19 PM > Subject: Re: > > > >>> Greg, >>> Just to be clear. >>> >>> Agent picks up phone and dials extension to 'login app': >>> >>> exten => 750,1,QueueLogin(<QueueName>) >>> >>> or dials extension for 'logout app': >>> >>> exten => 751,1,QueueLogout(<QueueName>). >>> >>> Caller ID capture could be used for agent phone number, possibly >>> confirming number to agent. >>> >>> By the way, someone just posted a patch to Mark to allow dynamic >>> joining and leaving of queues. The apps are called AddQueueMember and >>> RemoveQueueMember by Paulo Manheimer. This functionality might be >>> useful >>> for our needs and would eliminate static queue member lists. >>> >>> Both actions should be recorded in CDR. >>> >>> If agent recieves call while logged in and call goes unanswered >>> for >>> a specified amount of times (specified per queue) agent is logged out >>> and event is recorded in CDR. Notification through astman interface >>> would be desireable as well for management purposes. >>> >>> When agent picks up phone and is not on a local interface, a >>> per-queue option to ask for confirmation by pressing a DTMF digit. >>> This >>> tells queue that call will be handled by this agent. If not >>> confirmed, a >>> per-queue option to log agent out or skip and place agent at bottom >>> of >>> queue. (Not really necessary but I could see it being useful for >>> agents >>> working from home with kids.) >>> >>> Calls would be routed to the agent who took a call successfully >>> longest ago. This would be the fairest way to distribute them to the >>> busiest people. People on a call unrelated to that queue would >>> maintain >>> their position in the queue order unless they logged out. A busy >>> agent >>> could be making outbound calls and it would be unfair to penalize >>> them >>> for being unavailable due to outbound activity. Perhaps a per-queue >>> choice for this. >>> >>> A per-queue specified delay after hanging up that would allow >>> agent >>> to get ready for the next incoming call. This might be deactivated by >>> agent dialing 'ready app' or some other convenient way. >>> >>> That's about all I can think of for now. Please let me know what >>> your thoughts are. Thanks! >>> >>> Jim Friedeck, CIO >>> Carhill Enterprises >>> >>> >>> Greg Vance wrote: >>> >> >>>> >Hi Jim, >>>> > >>>> >Per your discussions with Mark Spencer we are quoting the >>>> following for >>> > your > >>>> >development: >>>> > >>>> >1) Agents log into phone number >>>> >2) Auto Log out >>>> >3) Confirm answer >>>> >4) Round-Robin >>>> >5) Wrap up time >>>> > >>>> >Total development charge is $XXXX. Payment of 50% up front and >>>> 50% upon >>>> >completion and approval of the project. >>>> > >>>> >Please give me a call if you have any questions. >>>> > >>>> > >>>> >Greg Vance >>>> >Digium >>>> >256-428-6262 >>>> >256-971-6890 (fax) >>>> >gvance@digium.com >>>> > >>>> > >>>> > >>>> > >>>> > >>>> > >>> >>> >>> >> > > _______________________________________________ > Asterisk-Users mailing list > Asterisk-Users@lists.digium.com > http://lists.digium.com/mailman/listinfo/asterisk-users
>Will try to change to this: > >Agent picks up phone and dials extension to 'login app': > > exten => 750,1,QueueLogin(<QueueName>, wrap-up-time) > >This would allow for quick agents to log into a queue for faster >processing and allow slower processing for slow agents. An agent would >simply log out if more time was needed. I could not think of a quick way >to cancel wrap-up waiting.Not bad, maybe we could also have QueueLogin, take an additional parm to flag if they want dtmf tone to accept the call for example you could have something like this to allow individual arbitrary times wrap-times and choice of dtmf acceptance or not exten => 750,1,QueueLogin(<QueueName>, wrap-up-time, dtmf-accept) exten => 750XX,1,QueueLogin(<QueueName>, ${EXTEN:3}, dtmf-accept) exten => 850,1,QueueLogin(<QueueName>, wrap-up-time, dtmf-no-accept) exten => 850XX,1,QueueLogin(<QueueName>, ${EXTEN:3}, dtmf-no-accept)
>Does anyone know of an Asterisk function that will report how many calls >are on hold in a queue?I gave a small patch to mark that is in cvs that returns a count value when the manager events for join Q & leave Q are fired
Would it be more flexible to approach this differently, with a dtmf to
indicate that the agent is done with wrap up?
So they get off a call and can wrap up the call for as long as
necessary, and then hit "*" or something that marks them as available
again rather than working against a timer to get a call wrapped up in 30
seconds or something, or shorting the timer because its "always to
long"
or something?
Just my $.02 on the topic.
Ben
-----Original Message-----
From: Jim Friedeck [mailto:asterisk@carhil.com]
Sent: Tuesday, July 01, 2003 3:52 PM
To: asterisk-users@lists.digium.com
Subject: Re: [Asterisk-Users] Enhanced queue app
Mark,
How hard would it be to write a simple app to cancel wrap-up via an
extension? Like dialing *99 to short- out the remaining wrap-up time?
Jim Friedeck
---------------------------
Mark Spencer wrote:
>Should wrap up time be something associated with a queue, or with an
>agent?
>
>Mark
>
>On Tue, 1 Jul 2003, Jim Friedeck wrote:
>
>
>
>>Will try to change to this:
>>
>>Agent picks up phone and dials extension to 'login app':
>>
>> exten => 750,1,QueueLogin(<QueueName>, wrap-up-time)
>>
>>This would allow for quick agents to log into a queue for faster
>>processing and allow slower processing for slow agents. An agent would
>>simply log out if more time was needed. I could not think of a quick
>>way to cancel wrap-up waiting. Our Inter-Tel has a programmable
>>wrap-up cancel button. I don't think this would be very easy on POTS
>>phones. Any ideas?
>>
>>Jim Friedeck
>>
>>--------------------------------------
>>
>>TC wrote:
>>
>>
>>
>>>I have also contracted mark for some minor modifications to
app_queue
>>>and chan_agent
>>>1) if you use a mixed environment of agents and devices on a single
Q>>> I want the ring process terminated before the time out value in
>>>queue.conf if the call is picked up
>>> by anyone assigned to the Q (device or agent)
>>>2) if all agents are online when a new call comes into a Q, the
>>>current q logic will ring the devices for the timeout period
>>> before cycling and attempting to assign the called to a logged in
>>>agent ,
>>> I want the Q to attempt to assign a call to an agent as soon as
>>>they hit the "*" key to hang up on the current call even
>>> if the ring process has started on the devices
>>>
>>>I also have some in line comments here see %TC
>>>
>>>
>>>
>>>
>>>
>>>>To all who need more queue functionality,
>>>>We are contracting Digium to enhance the queue app for our call
>>>>center
>>>>
>>>>
>>>>
>>>>
>>>needs. Please read the following >email conversation and give
your
>>>ideas. Unless a glaring omission is found in my specification we
will
>>>have >them start tomorrow (Wednesday). I may not have thought of
>>>something important. It will be released to all >Asterisk users
by
>>>Digium. Thanks for your time. %TC THANK YOU JIM
>>>
>>>
>>>
>>>
>>>>>> If agent recieves call while logged in and call goes
unanswered
>>>>>>for a specified amount of times (specified per queue)
agent is
>>>>>>logged out and event is recorded in CDR. Notification
through
>>>>>>astman interface would be desireable as well for
management
>>>>>>purposes.
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>%TC
>>>Can we just make sure that "specified amount of times "
has a value 0
>>>zero meaning "forevever" to stop agents automagically
beling logged
>>>out by the system
>>>
>>>
>>>
>>>
>>>
>>>>>> When agent picks up phone and is not on a local
interface, a
>>>>>>per-queue option to ask for confirmation by pressing a
DTMF digit.
>>>>>>This tells queue that call will be handled by this
agent.
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>%TC
>>>Can this option be a configuration of the agent.conf NOT queue.conf
>>>seems to me that it is the agent who would like that discretion not
>>>the queue process that should enforce this rule
>>>(I have already hacked this feature in chan_agent)
>>>
>>>
>>>
>>>
>>>
>>>>>>If not confirmed, a
>>>>>>per-queue option to log agent out or skip and place
agent at
>>>>>>bottom of queue. (Not really necessary but I could see
it being
>>>>>>useful for agents working from home with kids.)
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>%TC
>>>again should this not be an agent.conf issue. also can we make sure
>>>the flag allows for 1-skip & don't change agent place in Q
>>>2-skip & force to bottom of the Q
>>>3-log them out
>>>
>>>
>>>
>>>
>>>>>> Calls would be routed to the agent who took a call
successfully
>>>>>>longest ago. This would be the fairest way to distribute
them to
>>>>>>the busiest people. People on a call unrelated to that
queue would
>>>>>>maintain their position in the queue order unless they
logged out.
>>>>>>A busy agent could be making outbound calls and it would
be unfair
>>>>>>to penalize them for being unavailable due to outbound
activity.
>>>>>>Perhaps a per-queue choice for this.
>>>>>>
>>>>>> A per-queue specified delay after hanging up that
would allow
>>>>>>agent to get ready for the next incoming call. This
might be
>>>>>>deactivated by agent dialing 'ready app' or some
other convenient
>>>>>>way.
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>%TC
>>>again is this not realy a configuration item for the agent not the
>>>queue process ???
>>>
>>>
>>>_______________________________________________
>>>Asterisk-Users mailing list
>>>Asterisk-Users@lists.digium.com
>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>
>>>
>>>
>>>
>>>
>>>
>>_______________________________________________
>>Asterisk-Users mailing list
>>Asterisk-Users@lists.digium.com
>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>
>>
>>
>
>_______________________________________________
>Asterisk-Users mailing list
>Asterisk-Users@lists.digium.com
>http://lists.digium.com/mailman/listinfo/asterisk-users
>
>
>
>
_______________________________________________
Asterisk-Users mailing list
Asterisk-Users@lists.digium.com
http://lists.digium.com/mailman/listinfo/asterisk-users