asterisk users - Oct 2006 - average waiting time in a queue

Hello all,

we want to use asterisk queues for a call center application. Depending on
the average waiting time in a queue, we want to make a decision to either
enqueue a call or transfer it to another site.

Are the applications available to query the average waiting time of a queue,
if possible for a configurable time frame?

Thanks and Regards

Markus

mbodbg@gmx.net wrote:
> Hello all,
>
> we want to use asterisk queues for a call center application. Depending on
> the average waiting time in a queue, we want to make a decision to either
> enqueue a call or transfer it to another site.
>
> Are the applications available to query the average waiting time of a
queue,
> if possible for a configurable time frame?
>
> Thanks and Regards
>
> Markus
>
>   
You can use the queue timeout feauture to go to the next priority in 
your dialplan which would then be a dial to another site.  I have never 
tried to use variables in the timeout.  I figured if an agent does not 
pickup in two minutes on average, they abandon so we send the calls to 
the other site at a timeout of 1min 50sec. 

This was a nasty way of doing what we needed until we implemented much 
better queue functionality.

Thanks,
Steve