- All Implemented Interfaces:
- RankFunction
public class RoutFuncMinCallQueue
extends Object
implements RankFunction
Implements a routing function based on the documentation of a Cisco router (2008).
This routing function is to be used with the policy OVERFLOWANDPRIORITY routing policy.
Waiting queues are at agent groups. A call can wait only at 1 queue and cannot change queue.
Calls can have priority, but this affects only the calls in the same queue.
The implemented rule function is : Minimum Calls in Queue per Position (Min C/Q).
When a call must enter a waiting queue (because no free agent is available), the call
chooses the queue with the minimum ratio of : number of call waiting / number of agents in group.
When there is a tie between different groups, the tie breaking rule is :
1) choose the group with the lowest priority rank, 2) if there are still ties, select randomly
within those groups.
When free agents are available, the call choose the group based on its preference rank and the agent
based on longest in idle-time.
Property numberList named "queueRanks" must be declared for each call type in the conditional routing.
- Author:
- Wyean Chan