[Freeswitch-users] skill-based ACD

[Phillip Jones]

see here: *http://en.wikipedia.org/wiki/Skills_based_routing*

On Thu, Sep 17, 2009 at 4:42 PM, Phillip Jones <pjintheusa at gmail.com> wrote:

> >> My FS based ACD allows agents to log-in to multiple queues at once
>
> What is the difference between those queues? Does each q require that
> agents have a different skill? ie Agent A has skills x,y,z and queue 1,2,3
> have calls about x,y,z - there agent A logins to queue 1,2,3.
>
> 2009/9/17 Paweł Pierścionek <pawel at voiceworks.pl>
>
> Michael Collins pisze:
>> >
>> >
>> > On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <markmorreny at gmail.com
>> > <mailto:markmorreny at gmail.com>> wrote:
>> >
>> >     Hello
>> >
>> >     Has any tried setting up an ACD based on skillset?  The current
>> >     out-of-box version of fifo does not seem to support acd based on
>> >     agent skillset.  Does anyone have any experience in doing it with
>> >     some external scripting using lua or javascript?
>> >
>> >     I am interested in hearing how others may have done it as I am
>> >     trying to implement one myself.
>> >
>> >     thx,
>> >
>> >     mark
>> >
>> >
>> > I was curious about this myself. Even if someone has built a non-free
>> > skills-based ACD using FS I'd like to know about it.
>> > -MC
>> >
>> What is a skills-based ACD ?
>> My FS based ACD allows agents to log-in to multiple queues at once and
>> have different priority setting in each of the queues - does this count
>> as skills-based ?
>> It does not allow to limit the number of calls an agent can answer from
>> a queue daily nor does it allow to set distribution of calls to an agent
>> from his queues (other the by priority).
>>
>> Pawel,
>>
>>
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>
>
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