I have the following idea in mind and wonder if there is anybody around volunteering for this kind of proejct:
A DotNetNuke based Call Queue Module.
DotNetNuke is an amazing ASP.Net based webapplication framework. This swyx-forum website is completely build with DotNetNuke. As site builder / administrator / webmaster or how ever you call the guy being in charge for the website) you don't need to program everything by your own. There are hundreds of already available modules like forums, blogs, wikis and so on available. You just drag and drop them on the page you want to have them, configure them and you're done. And best of all: it is open source !
So, the idea is to provide a dnn call queue module that can be used in intranets to visualize and administrate call queue within a SwyxWare. As webmaster of an intranet you only have to place this new module on a page and configure it.
I have already added a project ECR :: Call Queue to this site. This project uses it's own queue management within a database and already includes some very simple ASP website for visualization.
As the current version of SwyxWare QueueManager lacks some needed functionality I would suggest the following:
Step 1:
Bringing the ECR :: Call Queue project as soon as possible up to date and extending it's functionality similar to what is alreaday possible with SwyxWare QueueManager.
Step 2:
After SwyxWare's QueueManager has been extended replace the ECR :: Call Queue below the dnn module by the QueueManager.
This is what I have in mind as functionality:
- list all calls (if current user is in configured dnn user role being allowed to view this)
- pick calls from the queue (if current user is in configured dnn user role being allowed to do this)
- modify ranking of a call (move up, move down, move top, move bottom)
- the call record within the queue table will have a tag field, to take a string as additional information for a single call.
(this string might be a trouble ticket id being dtmf recorded previously) - when displaying the queue list the tag fields can be used to generate a special link, e.g. for opening a trouble ticket
- the user who has picked a call from the queue will get this call displayed in his own call list, including the tag link to
be able to open a trouble ticket after the call has already vanished from the queue list. - remove one or all calls from the queue (if current user is in configured dnn user role being allowed to do this)
for removed calls the timeout will simply expired so that they end up in the "timeout" route within the call routing - close the queue temporarily (on mouse click, configured date and timespan) (if current user is in configured dnn user role being allowed to do this)
there would be just a flag within the queue config record showing the "closed" state so the call routing could handle this
So, hope this makes all sense to you ? Any toughts ? Any suggestions ? Any volunteers ?
cu, Tom.