asterisk users - Oct 2003 - Even Newer Patch to app_queue with skillbased strategy

I made a post a few days ago with a patch to the queue to allow you to insert 
a penalty value in dynamic queue adding.
 
http://asterisk.650dialup.com
 
 
Since then, I decided I would make a whole new strategy called
'skillbased'
 
I added a new option skillmask to the Queue appl and the 
AddQueueMember func as well as the queues.conf
 
basicly if the skillmask of the queuemember is & (bitwise anded) against the
mask
of the call on the queue If they match then you can take the call and it boils
down to
the penalty value (ringall) if not you are not even considered for the call.
 
I used long as the variable so you can get a good deal of bits in a mask (int
can have 32)
 
For anyone not familiar with this concept see unix chmod that uses an octal 
and the bits 1,2,4  
 
For the queue skillmask just keep multing the number by 2 
 
 
1 = sales 
2 = tech level 1 
4 = tech level 2
8 = tech level 3
16 = advanced problems 
32 = coperate
 
 
to allow a queue member to be allowed to take the call just add up 
all the numbers that go with his skills and set that as his skillmask
 
 
to set the call just use prompts to caculate what kind of call it is 
and feed that skill bit to the Queue 
exten => 1,1,Queue,skillqueue||1 ; 1 is for sales skill
 
 
 
 
 
 
 
 


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> and the bits 1,2,4
>
> For the queue skillmask just keep multing the number by 2
>
>
> 1 = sales
> 2 = tech level 1
> 4 = tech level 2
> 8 = tech level 3
> 16 = advanced problems
> 32 = coperate
>
>
> to allow a queue member to be allowed to take the call just add up
> all the numbers that go with his skills and set that as his skillmask
I suggest looking at ast_get_group() for an easy way to do what you're
trying to do here with the group numbers.  Your ideas are great though :)

Mark

> and the bits 1,2,4
>
> For the queue skillmask just keep multing the number by 2
>
>
> 1 = sales
> 2 = tech level 1
> 4 = tech level 2
> 8 = tech level 3
> 16 = advanced problems
> 32 = coperate
>
>
> to allow a queue member to be allowed to take the call just add up
> all the numbers that go with his skills and set that as his skillmask
I suggest looking at ast_get_group() for an easy way to do what you're
trying to do here with the group numbers.  Your ideas are great though 
:)

Mark

 
I did encounter the groups but I was encountering some difficulty with the
metric
when I added a group into a queue it always seemed to win the metric battle 
despite the penalty.  
 
Something I have been playing with is taking the penalty and using it to rank
the queue
members by regenerating queues.conf every 1 hour with every agent defined
seperatly
and each with a different penalty so , in the case of sales, using the cdr and
some carefully planned relations between sales records and a database I would
calculate the
efficiency of the sales team every 1 hour and redraw the queue moving the best
performers to the top.
 
My motivation for the skillbased routing comes more from a tech support
requirement
than a sales one.  My intention is to make a database of agents with the various
skills
they possess all wrapped up into that 1 numeric representation.
 
My examples would have better suited me if they demonstrated this better
 
1 = email expert
2 = unix expert
4 = windows expert  (huh?)
7 = hardware specialist
 
Then when a call comes in and after a few questions you determine the call
requires the attention of someone who understands unix issues 
 
One would pass the value 2 as the skillmask allowing any agent with 
the 'unix' bit set (a.k.a. 2) to take the call.
 
 
Also I want to implement dynamic queue addition using this concept
so an AGI can be used to query your agent id then make several
calls to AddQueueMember and report your current skillset via the skillmask
parameter.
 
I know asterisk has an app for talking to pg and so forth but what I like the
most about
it is it's similarity to 'legos' so I try and follow that mentality
where you dont make
features for it you make interfaces to hang your features.  just like lego only
provides
you with a pile of bricks and  a few specialized ones such as motor lights etc..
 
 
 
  
 
 
 
 
 
 


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