[Freeswitch-users] skill-based ACD

[Michael Collins]

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,
>

I would describe this scenario as "poor man's skills-based routing" - it's a
bit of a hack but if it works then great. It isn't truly skills-based
routing but it emulates some of the functionality of skills-based routing.
-MC
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