[Freeswitch-users] skill-based ACD

[Anthony Minessale]

I can tell you from years of painful experience, don't use asterisk for
queues.
see http://www.freeswitch.org/node/117

You don't have to use FS, but please don't let the asterisk siren lure you
to the rocks.

mod_fifo is like a tool with basic functions you can exploit however you
wish, it does not try to do high level
features because those are best left in external logic.


mod_fifo has priorities which means each individual fifo is really an array
of 10 fifos
when you set the priority you are choosing which index in the array to
insert the caller.
when an agent belongs to a queue he drills down the array from 0-9 so you
could for instance put everyone in 5 by default and put more
important people in 0 so they always go to the front

when you assign an agent to take calls off hook you can set a fifo_pop_order
variable that tells you which array indexes to service and in what order.
so if you pretend slot 1 is for general problems and slot 2 is for hard
problems you can put one agent in 1,2 and a more stupid agent in just 1

*shrug*



On Thu, Sep 17, 2009 at 1:56 PM, Christian Jensen <
Christian.Jensen at teligence.net> wrote:

>  This would be a fantastic addition – my company is currently looking to
> Asterisk as a potential candidate for this if FS can’t do it.
>
>
>
> I want FS to win of course J
>
>
>
> *Christian Jensen*
> Software Development Manager
>
> Back Office
>   ------------------------------
>
> *From:* freeswitch-users-bounces at lists.freeswitch.org [mailto:
> freeswitch-users-bounces at lists.freeswitch.org] *On Behalf Of *Michael
> Collins
> *Sent:* Thursday, September 17, 2009 11:20 AM
> *To:* freeswitch-users at lists.freeswitch.org
> *Subject:* Re: [Freeswitch-users] skill-based ACD
>
>
>
>
>
> On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <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
>
>
>
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>


-- 
Anthony Minessale II

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