Hi, I have a requirement, which I am not sure whether it can be implemented. I had done some searches but didnt find an answer to this. Kindly let me know if some one has an idea to implement this: I have two Queues - Sales & Booking I have 12 Agents who are added to both the queues Suppose there are 12 calls in the Booking Queue, and 6 calls in the Sales Queue. Only 8 calls in the Booking Queue should hit the Agents and the other 4 calls should remain in hold. 4 calls in the Sales Queue should hit the other 4 agents and the other 2 call should be in hold. Means at a time a maximum of 8 Booking calls only should hit the agents and 4 Sales Calls only should hit the agents. If number of logged in agents are less, proportionally the number of call limit should be reduced. For example, if there are only 10 agents, 7 Booking Calls should hit and 3 Sales calls should hit. The idea is that all agents should be able to answer calls in both queues in rotation. Otherwise its possible to add some agents to booking queue and other agents to sales queue. But thats not what is required. Kindly help if there is some idea to implement this. Regards Shanavaz. -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20130617/bb83b402/attachment.htm>
On 17 June 2013 11:02, Shanavaz E A <shanavazea at yahoo.com> wrote:> Hi, > > I have a requirement, which I am not sure whether it can be implemented. I > had done some searches but didnt find an answer to this. Kindly let me know > if some one has an idea to implement this: > >I am not aware of an existing way to do this. By default, Asterisk does not appear to be able to dynamically change the priority of a queue, which seems to be what you are after. On one of my systems I implemented the patch at https://issues.asterisk.org/jira/browse/ASTERISK-17570 which, although it does not do exactly what you are after, it does help a great deal. Basically it dynamically increases the priority of callers based on their hold time across all queues, so that for a given agent they will be presented with the call having the longest wait time across all the queues they are a member of. This has made a big difference to our avg hold time, as queues are no longer competing against one anther for available agents. Hope this helps. -Barry Flanagan I have two Queues - Sales & Booking> I have 12 Agents who are added to both the queues > > Suppose there are 12 calls in the Booking Queue, and 6 calls in the Sales > Queue. > > Only 8 calls in the Booking Queue should hit the Agents and the other 4 > calls should remain in hold. > 4 calls in the Sales Queue should hit the other 4 agents and the other 2 > call should be in hold. > > Means at a time a maximum of 8 Booking calls only should hit the agents > and 4 Sales Calls only should hit the agents. > > If number of logged in agents are less, proportionally the number of call > limit should be reduced. For example, if there are only 10 agents, 7 > Booking Calls should hit and 3 Sales calls should hit. The idea is that all > agents should be able to answer calls in both queues in rotation. Otherwise > its possible to add some agents to booking queue and other agents to sales > queue. But thats not what is required. > > Kindly help if there is some idea to implement this. > > Regards > Shanavaz. > > -- > _____________________________________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > New to Asterisk? Join us for a live introductory webinar every Thurs: > http://www.asterisk.org/hello > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >-------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20130618/ac59de36/attachment.htm>
You should have different sets of agents logged in to different queues and you should have a monitor to move them from one queue to the other based on incoming traffic. l. 2013/6/17 Shanavaz E A <shanavazea at yahoo.com>> Hi, > > I have a requirement, which I am not sure whether it can be implemented. I > had done some searches but didnt find an answer to this. Kindly let me know > if some one has an idea to implement this: > > I have two Queues - Sales & Booking > I have 12 Agents who are added to both the queues > > Suppose there are 12 calls in the Booking Queue, and 6 calls in the Sales > Queue. > > Only 8 calls in the Booking Queue should hit the Agents and the other 4 > calls should remain in hold. > 4 calls in the Sales Queue should hit the other 4 agents and the other 2 > call should be in hold. > > Means at a time a maximum of 8 Booking calls only should hit the agents > and 4 Sales Calls only should hit the agents. > > If number of logged in agents are less, proportionally the number of call > limit should be reduced. For example, if there are only 10 agents, 7 > Booking Calls should hit and 3 Sales calls should hit. The idea is that all > agents should be able to answer calls in both queues in rotation. Otherwise > its possible to add some agents to booking queue and other agents to sales > queue. But thats not what is required. > > Kindly help if there is some idea to implement this. > > Regards > Shanavaz. > > -- > _____________________________________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > New to Asterisk? Join us for a live introductory webinar every Thurs: > http://www.asterisk.org/hello > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >-- Loway - home of QueueMetrics - http://queuemetrics.com Test-drive WombatDialer beta @ http://wombatdialer.com -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20130618/b6d1617f/attachment.htm>