[cisco-voip] CUxAC queue handling

[Beck, Andre]

Hi,

at a customer using CUBAC for some weeks now, two questions arose:

1) Under heavy load (a full E1 PRI sinking into a queue, with up to 30
   calls waiting), some long-waiting calls suddenly didn't bubble up
   to the top any more. While there were a lot of calls waiting for
   a shorter time, scrolling down the queue revealed some entries that
   were already waiting for 25min or times close to that. The operators
   simply didn't notice first, as they are used to the longest waiting
   calls being always on top (unless calls from other, priorized queues
   would preempt them). While I was struggling to prepare for making
   a screen shot, the whole issue disappeared as suddenly as it came,
   and sorting was back to normal - the excessively long waiting calls
   were gone and the order was correct again. I don't know whether the
   callers just gave up or the operators picked them manually from the
   middle of the queue, though.
   Anyone ever seen this in CUBAC (or another CUxAC)?

2) Queue entry coloring is currently hardcoded to show internal numbers
   in blue, while external numbers get a red background. That seems to
   disturb operators at this customer more than it helps them, and they
   ask why it doesn't color the entries by queue instead. They have three
   queues, a high-traffic low-priority queue and two rather low-traffic,
   but important ones. While the important calls pop up on top, they would
   like more visual feedback so they even might put a current caller on
   hold in order to answer a priority call. Colorized entries, especially
   if the queue color would be configurable, would help a lot with this.
   They have noticed that the "All Queues" selector already has an icon
   visualizing multiple queues as individually colored entities, so they
   assumed that could be configured in some way - but I didn't find anything
   helpful yet. Maybe it's on a roadmap? If not, maybe it's a good idea
   to consider the feature? The console is already configured to show
   routing information, so the name of the queue is displayed in the list.
   IMO that would be the text that could easily be colored in a unique
   way, ideally with user-configurable colors.

TIA,
Andre.
-- 
                    Cool .signatures are so 90s...

-> Andre Beck    +++ ABP-RIPE +++      IBH IT-Service GmbH, Dresden <-