Call Center Operation

[Rich1968]

Hello All,

I have a call center and Im trying to work out a call que.

I have 8 operators.

10000 records that need to be called.


I'm trying to create a query that will select the first record avilable from my table. when the next operator has completed his call do the same thing and so on without duplication of efforts.

Any help would be appreciated

Rich1968

 

[pbaldy]

You're going to need a field in the table that indicates whether the record needs to be called. Then when you query to get a call (restricting to those that need calling), you'd need to change that field so the next operator doesn't get the same record. I suppose you'll also need a way to change it back if the first operator can't complete the call or something.

 

[Rich1968]

Hey Pbaldy,

Thanks for the reply I have qry that calls the records that need to be called. I have added a field to the table of these records called RecHold.

So run a select query or a update query?

I've tried this a few times and can't seen to get it right...GRRRRRRRRRRRRRRRRR

I have reviewed record locking procedures in a form and presently studying that method.

Thanks
Rich

 

[gemma-the-husky]

first, you need a way of setting/retrieving the order in which you want the calls to be retrieved. this may be a timestamp, or some other key

then, have a flag that idenitifes alreadycalled records (ie not required again)

then you need to

a) retrieve the id of the next record you want

ie the first record in the table according to your sequence key, where the selected falg is false

b) then immediately set the flag to indicate it has now been selected, probably with the time and operator who took it

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if you want to be pernicketty, lock the table first before oyu do both these operations, but generally as this retrieval and update is almost instant it wont be a problem

its the logic of retrieval thats the thing

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note if you cancel the call, you might want to UNSET the called flag when the operator puts it back. this will need some care with coding

 

[Rich1968]

Hey Husky,

Thanks for the reply. I am working on a query that retrives 1 record at a time and locks it. I'm testing it this weekend.

Thanks
Rich