[SFtrack] Commented: (XECS-1502) allow ACD queues to be prioritized
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http://track.sipfoundry.org/browse/XECS-1502?page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel#action_30245
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Pawel Pierscionek commented on XECS-1502:
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I love solving my own feature requests ;)
Attached is my first attempt at hacking sipXacd priority queuing.
After applying the patch sipXacd starts respecting queue priority as defined in
each agents context. When agent is in mulitple queues each time he/she ends a
call he/she is handed over no to all of the queues in non deterministic way
(current code) but each queue is given a chance to route a call to the agent in
sequence defined in sipXconfig.
In principle the agent availability status is propagated only to the first
queue on the list and if the agent has nothing to do on the queue than the next
queue in line is notified of this agent status.
There might be a race condition as the agent's queue list is traversed in a
queue thread no agent thread but I've found no way that queue list update and
agent status update can happen at the "same" time.
To avoid calls getting stuck forever in lower priority queues one now MUST use
overflow queues with time limits - eg to promote calls to higher priority
queues.
> allow ACD queues to be prioritized
> ----------------------------------
>
> Key: XECS-1502
> URL: http://track.sipfoundry.org/browse/XECS-1502
> Project: sipXecs
> Issue Type: Improvement
> Components: ACD
> Reporter: Michael Haag
> Attachments: acdprioritypatch.txt
>
>
> as per salesforce case 4212, https://na4.salesforce.com/50060000004UcIw,
> here's a request from Pawel at Halo in Poland:
> "Is there any way I can have an ACD queue priority in sipXecs? I have agents
> in multiple queues and would like them to answer calls from the priority
> queue first - then from low priority queues. Moving queues up and down in
> sipXconfig in context of an agent does nothing."
> One way to do what he wants may be to do add a new queue Call Routing Scheme,
> based on a new definable agent attribute called "priority".
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