Hilton Williams
2005-Dec-09 03:40 UTC
[Asterisk-Users] Queue routing - calls return to agent which previously handled call
Hi Is there a way to get incoming calls to go to the same agent that handled them previously, based on the Caller ID? This would be great for support / helpdesk, since the caller doesn't have to explain the whole problem to each agent. Does anyone know? We're using Asterisk@Home 1.5, with Asterisk 1.0.9, but I'd be interested to know even if it's in a more recent version of Asterisk. Regards Hilton Williams Datatex Dynamics CC Web site http://www.datatex.co.za/ Email to hilton@datatex.co.za Tel +27215924033 Fax +27215924077 The use of the Datatex e-mail facility is not permitted for the distribution of chain letters or offensive email of any nature whatsoever. Datatex hereby distances itself from and accepts no liability in respect of the unauthorised use of its e-mail facility or the sending of e-mail communications for other than strictly business purposes. Datatex furthermore disclaims liability for any unauthorised instruction for which permission was not granted. Any recipient of an unacceptable communication, a chain letter or offensive material of any nature is requested to report it to abuse@datatex.co.za. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.
Lenz
2005-Dec-09 06:39 UTC
[Asterisk-Users] Queue routing - calls return to agent which previously handled call
Hi, I don't think it is impossible, though not yet supported by Asterisk out-of-the-box. You could have a general queue plus a queue per each agent, and you would route the call to each agent based on the caller*id. This might end up spoiling the advantage of a queue, meaning that you might have three agents sitting idle and a fourth with three calls queued. It would be better to have different agents automatically open a "case ticket" based on the caller*id, so each agent sees the problem. Yours l. On Fri, 09 Dec 2005 11:40:03 +0100, Hilton Williams <hilton@datatex.co.za> wrote:> Hi > > Is there a way to get incoming calls to go to the same agent that > handled them previously, based on the Caller ID? This would be great > for support / helpdesk, since the caller doesn't have to explain the > whole problem to each agent. > > Does anyone know? > > We're using Asterisk@Home 1.5, with Asterisk 1.0.9, but I'd be > interested to know even if it's in a more recent version of Asterisk. > > Regards > Hilton Williams > > > > Datatex Dynamics CC > Web site http://www.datatex.co.za/ > Email to hilton@datatex.co.za > Tel +27215924033 > Fax +27215924077 > > The use of the Datatex e-mail facility is not permitted > for the distribution of chain letters or offensive email > of any nature whatsoever. Datatex hereby distances itself > from and accepts no liability in respect of the > unauthorised use of its e-mail facility or the sending of > e-mail communications for other than strictly business > purposes. Datatex furthermore disclaims liability for any > unauthorised instruction for which permission was not > granted. Any recipient of an unacceptable communication, > a chain letter or offensive material of any nature is > requested to report it to abuse@datatex.co.za.-- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it