Skill Based Routing

Asterisk Asterisk Support
1

HI, has anyone tried skill based routing on your queue setup? Here’s the scenario, I have 5 agents.

**skills or specialties = priority 1 / priority 2

agent 1 = mac
agent 2 = linux
agent 3 = linux
agent 4 = mac / linux
agent 5 = linux / mac

When agent 1 is busy, next call should go to agent 4. But when both agent 1 and 4 is busy (both have priority skill for MAC), call should go to agent 5 (can accept calls for MAC) because it has priority 2 for MAC. Is this possible?

Thanks in advance, your ideas and inputs are valuable.

2

Asterisk doesn’t really have skills based routing yet, but you can do the same thing with multiple queues. Each queue being a skill. Below you will find my interpretation of your requirements. In your example, agent 4 and 5 are members of both queues, but have their penalties set appropriately.

queues.conf
[general]
autofill=yes

[linux]
; Put whatever other queue options you want here
strategy=rrmemory
member => Agent/agent2,1
member => Agent/agent3,1
member => Agent/agent4,3
member => Agent/agent5,2

[mac]
; Put whatever other queue options you want here
strategy=rrmemory
member => Agent/agent1,1
member => Agent/agent4,2
member => Agent/agent5,3

3

Hi
PLz go & search on Voip-infor with same topic u get complete example.www.voip-info.org
sorry i cant provide u complete link.

Amit

4

Thanks davevg, i was actually doing the same settings as you did. DO you think rrmemory is the best strategy here rather than leastrecent? I have the same idea but still having seconds thoughts.

Anyway, i’ve read a lot on voip-info, no answers…

5

The strategy you pick should be the one that hands out the callers to the agents in the way that you’d prefer. I work with a similar setup although on a much larger scale and we mostly use rrmemory. But in our case the strategy doesn’t matter much when you don’t have agents that are idle often.