I am planning to develop a inbound call center. My customer need skill based routing.
Also i am planning to develop premium customer feature in inbound callcenter.
how it works is if a customer calling first time, his all information will store in database.
a call 1234567890 ----> lands in asterisk pbx ------> connected with my agent 1000
a popup will display in desktop. all information will store in database. after that if he calls again he must connect with 1000.not with any other agent.
all agents are one queue. i have given roudrobin option there. 1000 to 1009 agents are there in that queue
also for skill based i want 1000 agent extension in both queue1 and queue2.
i know if i put 1000 in both will work but how the call will route.
thanks & regards