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[asterisk-users] Call Queue advise

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shadow431 at gmail.com
Guest

Posted: Mon Dec 09, 2013 6:48 pm Post subject: [asterisk-users] Call Queue advise

I have a call queue that rings about 15 users and they are wanting to set it up so that the last person to answer a call doesn't ring on the next incoming call. What would be the best way to handle this? I have been looking at the strategies and none of those seem to be right for this. My current thoughts are probably a macro that places a penalty on the user tell the next call is answered. Any advice for this would be greatly appreciated. Thanks, -Bryan Anderson

cwallace at lodgingcom...
Guest

Posted: Mon Dec 09, 2013 7:12 pm Post subject: [asterisk-users] Call Queue advise

On Mon, 9 Dec 2013 15:47:57 -0800
Bryan Anderson <shadow431@gmail.com> wrote:

Quote:

I have a call queue that rings about 15 users and they are wanting to
set it up so that the last person to answer a call doesn't ring on
the next incoming call.

What would be the best way to handle this? I have been looking at the
strategies and none of those seem to be right for this. My current
thoughts are probably a macro that places a penalty on the user tell
the next call is answered.

Any advice for this would be greatly appreciated.

Wouldn't the leastrecent strategy work for that? It wouldn't
absolutely forbid an agent from taking the next call, but it would make
sure every other agent had priority. You could also add a large wrap up
time, to ensure they never get a second call within a certain time
period.

--

C. Chad Wallace, B.Sc.
The Lodging Company
http://www.lodgingcompany.com/
OpenPGP Public Key ID: 0x262208A0

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shadow431 at gmail.com
Guest

Posted: Mon Dec 09, 2013 7:15 pm Post subject: [asterisk-users] Call Queue advise

yes but I believe that least recent would ring one agent at a time? If my understanding is incorrect please correct it. We are wanting to keep with multiple phones ring to ensure coverage.

Thanks,
Bryan

-Bryan Anderson

On Mon, Dec 9, 2013 at 4:11 PM, Chad Wallace <cwallace@lodgingcompany.com (cwallace@lodgingcompany.com)> wrote:

Quote:

On Mon, 9 Dec 2013 15:47:57 -0800
Bryan Anderson <shadow431@gmail.com (shadow431@gmail.com)> wrote:

Quote:

dan at keshercommunica...
Guest

Posted: Tue Dec 10, 2013 8:19 am Post subject: [asterisk-users] Call Queue advise

Quote:

yes but I believe that least recent would ring one agent at a time? If my understanding is incorrect please correct it. We are wanting to keep with multiple phones ring to ensure coverage.

From what I’ve seen, I don’t think this is possible. But maybe ask in the #asterisk channel on Freenode IRC.

dk at donkelly.biz
Guest

Posted: Tue Dec 10, 2013 8:31 am Post subject: [asterisk-users] Call Queue advise

Quote:

yes but I believe that least recent would ring one agent at a time? If my understanding is incorrect please correct it. We are wanting to keep with multiple phones ring to ensure coverage.

Quote:

From what I’ve seen, I don’t think this is possible. But maybe ask in the #asterisk channel on Freenode IRC.

Could ring the least-recent a couple times to provide workload balance, then ring everyone to make sure someone answers.

--Don

paul.belanger at polyb...
Guest

Posted: Tue Dec 10, 2013 9:51 pm Post subject: [asterisk-users] Call Queue advise

On 13-12-09 06:47 PM, Bryan Anderson wrote:

Quote:

I have a call queue that rings about 15 users and they are wanting to set
it up so that the last person to answer a call doesn't ring on the next
incoming call.

What would be the best way to handle this? I have been looking at the
strategies and none of those seem to be right for this. My current
thoughts are probably a macro that places a penalty on the user tell the
next call is answered.

Any advice for this would be greatly appreciated.

You have agents that log into a queue that don't want to get calls? Is
that what you are saying?

Options 1 - log the agent out, they don't get the next call.

Option 2 - Set up weights for your agents, as answer a new call,
increment then up so they don't get the next.

Either way, I see issues with the setup. Best ways is to rethink your
queue strategy and stop using ring all.

--
Paul Belanger | PolyBeacon, Inc.
Jabber: paul.belanger@polybeacon.com | IRC: pabelanger (Freenode)
Github: https://github.com/pabelanger | Twitter:
https://twitter.com/pabelanger

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_____________________________________________________________________
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cwallace at lodgingcom...
Guest

Posted: Wed Dec 11, 2013 1:22 pm Post subject: [asterisk-users] Call Queue advise

On Mon, 9 Dec 2013 16:15:14 -0800
Bryan Anderson <shadow431@gmail.com> wrote:

Quote:

On Mon, Dec 9, 2013 at 4:11 PM, Chad Wallace
<cwallace@lodgingcompany.com>wrote:

Quote:

On Mon, 9 Dec 2013 15:47:57 -0800
Bryan Anderson <shadow431@gmail.com> wrote:

Quote:

I have a call queue that rings about 15 users and they are
wanting to set it up so that the last person to answer a call
doesn't ring on the next incoming call.

Quote:

yes but I believe that least recent would ring one agent at a time?
If my understanding is incorrect please correct it. We are wanting
to keep with multiple phones ring to ensure coverage.

Yes, you're right. It seems your solution (setting a penalty after
they get a call) is probably the only one--unless, as has been
suggested, you rethink your requirements. You could also remove them
from the queue or pause them instead of changing their penalty.

--

C. Chad Wallace, B.Sc.
The Lodging Company
http://www.lodgingcompany.com/
OpenPGP Public Key ID: 0x262208A0

--
_____________________________________________________________________
-- Bandwidth and Colocation Provided by http://www.api-digital.com --
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shadow431 at gmail.com
Guest

Posted: Wed Dec 11, 2013 2:34 pm Post subject: [asterisk-users] Call Queue advise

ok thanks. The problem isn't agents not wanting to get calls. Then they just wont answer. Some slower to answer users are complaining the people are "not working" to be able to answer the call quicker.

@Paul Belanger - Option two is where I am thinking but I am trying to figure out the best way to do so. my current thought is a Macro the queue runs at the answer of a call.

Currently agents do not log in and out. That is slatted for roll out after a few more hires to that team.

Thanks,
-Bryan Anderson

On Wed, Dec 11, 2013 at 10:22 AM, Chad Wallace <cwallace@lodgingcompany.com (cwallace@lodgingcompany.com)> wrote:

Quote:

On Mon, 9 Dec 2013 16:15:14 -0800
Bryan Anderson <shadow431@gmail.com (shadow431@gmail.com)> wrote:

Quote:

On Mon, Dec 9, 2013 at 4:11 PM, Chad Wallace
<cwallace@lodgingcompany.com (cwallace@lodgingcompany.com)>wrote:

Quote:

On Mon, 9 Dec 2013 15:47:57 -0800
Bryan Anderson <shadow431@gmail.com (shadow431@gmail.com)> wrote:

Quote:

I have a call queue that rings about 15 users and they are
wanting to set it up so that the last person to answer a call
doesn't ring on the next incoming call.

Quote:

yes but I believe that least recent would ring one agent at a time?
If my understanding is incorrect please correct it. We are wanting
to keep with multiple phones ring to ensure coverage.

lenz.loway at gmail.com
Guest

Posted: Tue Dec 17, 2013 11:49 am Post subject: [asterisk-users] Call Queue advise

Most likely the feature can be obtained with the wrap-up time or
pausing the agent. I agree on removing ring-all if possible (Though a
number of clients want it in smaller set-ups, and I know there is
nothing you can do to make them change their mind).

2013/12/11 Paul Belanger <paul.belanger@polybeacon.com>:

Quote:

On 13-12-09 06:47 PM, Bryan Anderson wrote:

Quote:

I have a call queue that rings about 15 users and they are wanting to set
it up so that the last person to answer a call doesn't ring on the next
incoming call.

What would be the best way to handle this? I have been looking at the
strategies and none of those seem to be right for this. My current
thoughts are probably a macro that places a penalty on the user tell the
next call is answered.

Any advice for this would be greatly appreciated.

You have agents that log into a queue that don't want to get calls? Is that
what you are saying?

Options 1 - log the agent out, they don't get the next call.

Option 2 - Set up weights for your agents, as answer a new call, increment
then up so they don't get the next.

Either way, I see issues with the setup. Best ways is to rethink your queue
strategy and stop using ring all.

--
Paul Belanger | PolyBeacon, Inc.
Jabber: paul.belanger@polybeacon.com | IRC: pabelanger (Freenode)
Github: https://github.com/pabelanger | Twitter:
https://twitter.com/pabelanger

--
_____________________________________________________________________
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To UNSUBSCRIBE or update options visit:
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--
Loway - home of QueueMetrics - http://queuemetrics.com
Try the WombatDialer auto-dialer @ http://wombatdialer.com

--
_____________________________________________________________________
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