I have a automatic dialer today
This is a custom made automatic dialer based on asterisk realtime_queues.
When the agent is logged into the queue, the dialer will call a number from the table and put it to the first available agent
I addition the dialer will diale x number of call set by the parameter "call_ahead" in a table.
If there is no free agent, it will get a queue status "abandon"
I would like this process to be automated, so the call ahead is adding up, when more agents are logging in or the waittime is increasing.
Likewise I would like the call_ahead to decrease if the percent of abandon calls is rising above a setting.
So:
Long waiting time = more call ahead.
to many abandon = less call ahead..
I need 2 settings:
1)how many agent will sign in before increasing the call_ahead with one.
for example if the setting is 4 then 4 agent need to sign in before increasing the callahead with 1
2) abandon rate: a percent of abandon calls allowed before decreasing the Call_ahead with 1
There is a lot of other things going on in this program. The number is loaded from a webservice and so on, but that is other people taking care of.
your only job will be to tune the speed of the dialing