[Freeswitch-users] skill-based ACD

[Michael Collins]

On Thu, Sep 17, 2009 at 4:13 PM, Phillip Jones <pjintheusa at gmail.com> wrote:

> 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?
>

Per Tony's post:

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

So it's a matter of setting up the routing on the calls and the priorities
that the agents are allowed to answer.
-MC
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