Syed Nasruddin wrote:> 1. 10 Call Center Agents. > > 2. All the calls coming in will ALWAYS be routed to specific 5 agents, > firstly. > > 4. IF ALL the first 5 agents are busy then ONLY then the call will be > routed to next 5 Agents.Set up two queues. Call Queue() on the first queue - corresponding to #1 - with a rather strict timeout. Fall back on the second queue. More sophisticated strategies require either the modification of the source code for app_queue, or custom queue implementation in AGI. -- Alex Balashov Evariste Systems Web : http://www.evaristesys.com/ Tel : (+1) (678) 954-0670 Direct : (+1) (678) 954-0671 Mobile : (+1) (706) 338-8599
Syed Nasruddin pisze:> > > > Hi All, > > > > I have this Call Center requirement to be implenetd: > > > > 1. 10 Call Center Agents. > > 2. All the calls coming in will ALWAYS be routed to specific 5 > agents, firstly. > > 4. IF ALL the first 5 agents are busy then ONLY then the call will be > routed to next 5 Agents. > > > > Kindly suggest some good easy strategy to handle this. >http://www.voip-info.org/wiki-Asterisk+call+queues read about "Penalties" should do the trick -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080804/998ac361/attachment.htm
Hi All, I have this Call Center requirement to be implenetd: 1. 10 Call Center Agents. 2. All the calls coming in will ALWAYS be routed to specific 5 agents, firstly. 4. IF ALL the first 5 agents are busy then ONLY then the call will be routed to next 5 Agents. Kindly suggest some good easy strategy to handle this. thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080804/f034f345/attachment.htm
On Mon, Aug 4, 2008 at 1:20 PM, Syed Nasruddin <nasruddin at ncel.com.pk> wrote:> Hi Thanks ALL for reply, > > If I use cascading queue will it do the trick?? The only problem is (as > mentioned in below example) if a call enters testq and get answered then > after hungup at the agent end only will the call will again enter the > next queue which is testq2 as in this example.?? > > Moreover if I keep penalty 1 for all the first 5 agents and penalty 2 or > higher for all the next 5 agents and implement ringall strategy will it > do the same effect?? > > exten => 1589,1,Answer > exten => 1589,2,Ringing > exten => 1589,3,Wait(2) > exten => 1589,4,Queue(testq|t|||45) > exten => 1589,5,Queue(testq2|t|||45) > exten => 1589,6,Hangup > > thanks in advance. > > Syed nasr > > > > -----Original Message----- > From: asterisk-users-bounces at lists.digium.com > [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Alex > Balashov > Sent: Monday, August 04, 2008 1:38 PM > To: Asterisk Users Mailing List - Non-Commercial Discussion > Subject: Re: [asterisk-users] Customized Queuing Strategy > > Syed Nasruddin wrote: > > >> 1. 10 Call Center Agents. >> >> 2. All the calls coming in will ALWAYS be routed to specific 5 > agents, >> firstly. >> >> 4. IF ALL the first 5 agents are busy then ONLY then the call will be >> routed to next 5 Agents. > > Set up two queues. Call Queue() on the first queue - corresponding to > #1 - with a rather strict timeout. Fall back on the second queue. > > More sophisticated strategies require either the modification of the > source code for app_queue, or custom queue implementation in AGI. > > -- > Alex Balashov > Evariste Systems > Web : http://www.evaristesys.com/ > Tel : (+1) (678) 954-0670 > Direct : (+1) (678) 954-0671 > Mobile : (+1) (706) 338-8599 > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > AstriCon 2008 - September 22 - 25 Phoenix, Arizona > Register Now: http://www.astricon.net > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > AstriCon 2008 - September 22 - 25 Phoenix, Arizona > Register Now: http://www.astricon.net > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >-- Atis Lezdins, VoIP Project Manager / Developer, atis at iq-labs.net Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835
Sorry for previous blank answer :) On Mon, Aug 4, 2008 at 1:20 PM, Syed Nasruddin <nasruddin at ncel.com.pk> wrote:> Hi Thanks ALL for reply, > > If I use cascading queue will it do the trick?? The only problem is (as > mentioned in below example) if a call enters testq and get answered then > after hungup at the agent end only will the call will again enter the > next queue which is testq2 as in this example.??Check the QUEUESTATUS variable: http://www.voip-info.org/wiki-Asterisk+cmd+Queue> > Moreover if I keep penalty 1 for all the first 5 agents and penalty 2 or > higher for all the next 5 agents and implement ringall strategy will it > do the same effect??Yes> > exten => 1589,1,Answer > exten => 1589,2,Ringing > exten => 1589,3,Wait(2) > exten => 1589,4,Queue(testq|t|||45)if ("${QUEUESTATUS"="") Hangup();> exten => 1589,5,Queue(testq2|t|||45) > exten => 1589,6,HangupRegards, Atis> > thanks in advance. > > Syed nasr > > > > -----Original Message----- > From: asterisk-users-bounces at lists.digium.com > [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Alex > Balashov > Sent: Monday, August 04, 2008 1:38 PM > To: Asterisk Users Mailing List - Non-Commercial Discussion > Subject: Re: [asterisk-users] Customized Queuing Strategy > > Syed Nasruddin wrote: > > >> 1. 10 Call Center Agents. >> >> 2. All the calls coming in will ALWAYS be routed to specific 5 > agents, >> firstly. >> >> 4. IF ALL the first 5 agents are busy then ONLY then the call will be >> routed to next 5 Agents. > > Set up two queues. Call Queue() on the first queue - corresponding to > #1 - with a rather strict timeout. Fall back on the second queue. > > More sophisticated strategies require either the modification of the > source code for app_queue, or custom queue implementation in AGI. > > -- > Alex Balashov > Evariste Systems > Web : http://www.evaristesys.com/ > Tel : (+1) (678) 954-0670 > Direct : (+1) (678) 954-0671 > Mobile : (+1) (706) 338-8599 > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > AstriCon 2008 - September 22 - 25 Phoenix, Arizona > Register Now: http://www.astricon.net > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > AstriCon 2008 - September 22 - 25 Phoenix, Arizona > Register Now: http://www.astricon.net > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >-- Atis Lezdins, VoIP Project Manager / Developer, atis at iq-labs.net Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835
Hi Thanks ALL for reply, If I use cascading queue will it do the trick?? The only problem is (as mentioned in below example) if a call enters testq and get answered then after hungup at the agent end only will the call will again enter the next queue which is testq2 as in this example.?? Moreover if I keep penalty 1 for all the first 5 agents and penalty 2 or higher for all the next 5 agents and implement ringall strategy will it do the same effect?? exten => 1589,1,Answer exten => 1589,2,Ringing exten => 1589,3,Wait(2) exten => 1589,4,Queue(testq|t|||45) exten => 1589,5,Queue(testq2|t|||45) exten => 1589,6,Hangup thanks in advance. Syed nasr -----Original Message----- From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Alex Balashov Sent: Monday, August 04, 2008 1:38 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Customized Queuing Strategy Syed Nasruddin wrote:> 1. 10 Call Center Agents. > > 2. All the calls coming in will ALWAYS be routed to specific 5agents,> firstly. > > 4. IF ALL the first 5 agents are busy then ONLY then the call will be > routed to next 5 Agents.Set up two queues. Call Queue() on the first queue - corresponding to #1 - with a rather strict timeout. Fall back on the second queue. More sophisticated strategies require either the modification of the source code for app_queue, or custom queue implementation in AGI. -- Alex Balashov Evariste Systems Web : http://www.evaristesys.com/ Tel : (+1) (678) 954-0670 Direct : (+1) (678) 954-0671 Mobile : (+1) (706) 338-8599 _______________________________________________ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2008 - September 22 - 25 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Use penalties and you will be done in two minutes. Try not to reload while calls are queued. Thanks, Steve T On Mon, Aug 4, 2008 at 7:59 AM, Syed Nasruddin <nasruddin at ncel.com.pk> wrote:> > > > > Dear Atis, > > I am running in to syntax problem. Sorry only beginner level experience > of conditional checking: > >> exten => 1589,1,Answer >> exten => 1589,2,Ringing >> exten => 1589,3,Wait(2) >> exten => 1589,4,Queue(testq|t|||45) > > if ("${QUEUESTATUS"="") Hangup(); since I want to hangup if the caller > has already been catered by an agent and the caller hasnt hanged up, so > what status value should I look for. Moreover syntax of above > conditional statement is complete or something missin: > > if ("${QUEUESTATUS"="") Hangup(); > > if above condition fails then the control must move to below lines > rather then getting hanged up. > >> exten => 1589,5,Queue(testq2|t|||45) >> exten => 1589,6,Hangup > > > Thanks > > Syed nasr > > > -----Original Message----- > From: asterisk-users-bounces at lists.digium.com > [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Atis > Lezdins > Sent: Monday, August 04, 2008 2:29 PM > To: Asterisk Users Mailing List - Non-Commercial Discussion > Subject: Re: [asterisk-users] Customized Queuing Strategy > > Sorry for previous blank answer :) > > On Mon, Aug 4, 2008 at 1:20 PM, Syed Nasruddin <nasruddin at ncel.com.pk> > wrote: >> Hi Thanks ALL for reply, >> >> If I use cascading queue will it do the trick?? The only problem is > (as >> mentioned in below example) if a call enters testq and get answered > then >> after hungup at the agent end only will the call will again enter the >> next queue which is testq2 as in this example.?? > > Check the QUEUESTATUS variable: > http://www.voip-info.org/wiki-Asterisk+cmd+Queue > >> >> Moreover if I keep penalty 1 for all the first 5 agents and penalty 2 > or >> higher for all the next 5 agents and implement ringall strategy will > it >> do the same effect?? > > Yes > >> >> exten => 1589,1,Answer >> exten => 1589,2,Ringing >> exten => 1589,3,Wait(2) >> exten => 1589,4,Queue(testq|t|||45) > > if ("${QUEUESTATUS"="") Hangup(); > >> exten => 1589,5,Queue(testq2|t|||45) >> exten => 1589,6,Hangup > > Regards, > Atis > > > >> >> thanks in advance. >> >> Syed nasr >> >> >> >> -----Original Message----- >> From: asterisk-users-bounces at lists.digium.com >> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Alex >> Balashov >> Sent: Monday, August 04, 2008 1:38 PM >> To: Asterisk Users Mailing List - Non-Commercial Discussion >> Subject: Re: [asterisk-users] Customized Queuing Strategy >> >> Syed Nasruddin wrote: >> >> >>> 1. 10 Call Center Agents. >>> >>> 2. All the calls coming in will ALWAYS be routed to specific 5 >> agents, >>> firstly. >>> >>> 4. IF ALL the first 5 agents are busy then ONLY then the call will be >>> routed to next 5 Agents. >> >> Set up two queues. Call Queue() on the first queue - corresponding to >> #1 - with a rather strict timeout. Fall back on the second queue. >> >> More sophisticated strategies require either the modification of the >> source code for app_queue, or custom queue implementation in AGI. >> >> -- >> Alex Balashov >> Evariste Systems >> Web : http://www.evaristesys.com/ >> Tel : (+1) (678) 954-0670 >> Direct : (+1) (678) 954-0671 >> Mobile : (+1) (706) 338-8599 >> >> _______________________________________________ >> -- Bandwidth and Colocation Provided by http://www.api-digital.com -- >>> > > -- > Atis Lezdins, > VoIP Project Manager / Developer, > atis at iq-labs.net > Skype: atis.lezdins > Cell Phone: +371 28806004 > Cell Phone: +1 800 7300689 > Work phone: +1 800 7502835
Dear Atis, I am running in to syntax problem. Sorry only beginner level experience of conditional checking:> exten => 1589,1,Answer > exten => 1589,2,Ringing > exten => 1589,3,Wait(2) > exten => 1589,4,Queue(testq|t|||45)if ("${QUEUESTATUS"="") Hangup(); since I want to hangup if the caller has already been catered by an agent and the caller hasnt hanged up, so what status value should I look for. Moreover syntax of above conditional statement is complete or something missin: if ("${QUEUESTATUS"="") Hangup(); if above condition fails then the control must move to below lines rather then getting hanged up.> exten => 1589,5,Queue(testq2|t|||45) > exten => 1589,6,HangupThanks Syed nasr -----Original Message----- From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Atis Lezdins Sent: Monday, August 04, 2008 2:29 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Customized Queuing Strategy Sorry for previous blank answer :) On Mon, Aug 4, 2008 at 1:20 PM, Syed Nasruddin <nasruddin at ncel.com.pk> wrote:> Hi Thanks ALL for reply, > > If I use cascading queue will it do the trick?? The only problem is(as> mentioned in below example) if a call enters testq and get answeredthen> after hungup at the agent end only will the call will again enter the > next queue which is testq2 as in this example.??Check the QUEUESTATUS variable: http://www.voip-info.org/wiki-Asterisk+cmd+Queue> > Moreover if I keep penalty 1 for all the first 5 agents and penalty 2or> higher for all the next 5 agents and implement ringall strategy willit> do the same effect??Yes> > exten => 1589,1,Answer > exten => 1589,2,Ringing > exten => 1589,3,Wait(2) > exten => 1589,4,Queue(testq|t|||45)if ("${QUEUESTATUS"="") Hangup();> exten => 1589,5,Queue(testq2|t|||45) > exten => 1589,6,HangupRegards, Atis> > thanks in advance. > > Syed nasr > > > > -----Original Message----- > From: asterisk-users-bounces at lists.digium.com > [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Alex > Balashov > Sent: Monday, August 04, 2008 1:38 PM > To: Asterisk Users Mailing List - Non-Commercial Discussion > Subject: Re: [asterisk-users] Customized Queuing Strategy > > Syed Nasruddin wrote: > > >> 1. 10 Call Center Agents. >> >> 2. All the calls coming in will ALWAYS be routed to specific 5 > agents, >> firstly. >> >> 4. IF ALL the first 5 agents are busy then ONLY then the call will be >> routed to next 5 Agents. > > Set up two queues. Call Queue() on the first queue - corresponding to > #1 - with a rather strict timeout. Fall back on the second queue. > > More sophisticated strategies require either the modification of the > source code for app_queue, or custom queue implementation in AGI. > > -- > Alex Balashov > Evariste Systems > Web : http://www.evaristesys.com/ > Tel : (+1) (678) 954-0670 > Direct : (+1) (678) 954-0671 > Mobile : (+1) (706) 338-8599 > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > AstriCon 2008 - September 22 - 25 Phoenix, Arizona > Register Now: http://www.astricon.net > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > AstriCon 2008 - September 22 - 25 Phoenix, Arizona > Register Now: http://www.astricon.net > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >-- Atis Lezdins, VoIP Project Manager / Developer, atis at iq-labs.net Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835 _______________________________________________ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2008 - September 22 - 25 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users