[Freeswitch-users] skill-based ACD

[Phillip Jones]

I would be interested in this too....

Concerning mod_fifo - can you restrict an agent to a slot. So lets say DNIS
A is for product A and DNIS B product B - some agents know both - some know
just 1 product  -  would that be possible?

On Thu, Sep 17, 2009 at 3:17 PM, Anthony Minessale <
anthony.minessale at gmail.com> wrote:

> 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
>>
>>
>>
>> _______________________________________________
>> FreeSWITCH-users mailing list
>> FreeSWITCH-users at lists.freeswitch.org
>> http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
>> UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
>> http://www.freeswitch.org
>>
>>
>
>
> --
> Anthony Minessale II
>
> FreeSWITCH http://www.freeswitch.org/
> ClueCon http://www.cluecon.com/
> Twitter: http://twitter.com/FreeSWITCH_wire
>
> AIM: anthm
> MSN:anthony_minessale at hotmail.com <MSN%3Aanthony_minessale at hotmail.com>
> GTALK/JABBER/PAYPAL:anthony.minessale at gmail.com<PAYPAL%3Aanthony.minessale at gmail.com>
> IRC: irc.freenode.net #freeswitch
>
> FreeSWITCH Developer Conference
> sip:888 at conference.freeswitch.org <sip%3A888 at conference.freeswitch.org>
> iax:guest at conference.freeswitch.org/888
> googletalk:conf+888 at conference.freeswitch.org<googletalk%3Aconf%2B888 at conference.freeswitch.org>
> pstn:213-799-1400
>
> _______________________________________________
> FreeSWITCH-users mailing list
> FreeSWITCH-users at lists.freeswitch.org
> http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
> UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
> http://www.freeswitch.org
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.freeswitch.org/pipermail/freeswitch-users/attachments/20090917/b6811f77/attachment-0002.html