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rentorbuy at yahoo.com
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 Posted: Thu Mar 27, 2008 11:32 am Post subject: [asterisk-users] callers in queue passed to agents who accep |
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I have a queue I configured as "strict" and a cron
script I use to QueueAdd and QueueRemove agents
according to my company's requirements. Usually I have
2 or 3 agents at a time and the ring strategy is
ringall.
These agents use non-open-source Windows softphones
that do not let you configure it so that if they're on
the phone, a second call will be rejected (agent
busy). Instead, it's as if they had call waiting and
incoming calls keep popping up while they're
conversating with the first caller and they would like
to avoid this.
I guess the easiest solution would be to find an
open-source or free softphone that can be configured
to accept only one call at a time (currently using
SJphone).
Another solution would be if I could tell the Queue()
application that if an agent is InUse then don't pass
the call.
Still another yet more delicate solution would be to
have a custom script "receive" manager events related
to the queue which in turn replies with an agi
command. For example, whenever an agent answers a call
I think that an event such as QueueMemberStatus can be
triggered (although I don't know how). If the custom
script could receive this event in realtime then it
would run an agi command such as
QueueRemove(busyagent...). When the agent is free
again I suppose the same event is triggered and the
custom script can QueueAdd(freeagent...).
Could anyone please give me some pointers on this?
Thanks!
Vieri
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atis at iq-labs.net
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| Posted: Thu Mar 27, 2008 6:59 pm Post subject: [asterisk-users] callers in queue passed to agents who accep |
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On Thu, Mar 27, 2008 at 6:32 PM, Vieri <rentorbuy at yahoo.com> wrote:
| Quote: | I have a queue I configured as "strict" and a cron
script I use to QueueAdd and QueueRemove agents
according to my company's requirements. Usually I have
2 or 3 agents at a time and the ring strategy is
ringall.
These agents use non-open-source Windows softphones
that do not let you configure it so that if they're on
the phone, a second call will be rejected (agent
busy). Instead, it's as if they had call waiting and
incoming calls keep popping up while they're
conversating with the first caller and they would like
to avoid this.
I guess the easiest solution would be to find an
open-source or free softphone that can be configured
to accept only one call at a time (currently using
SJphone).
Another solution would be if I could tell the Queue()
application that if an agent is InUse then don't pass
the call.
Still another yet more delicate solution would be to
have a custom script "receive" manager events related
to the queue which in turn replies with an agi
command. For example, whenever an agent answers a call
I think that an event such as QueueMemberStatus can be
triggered (although I don't know how). If the custom
script could receive this event in realtime then it
would run an agi command such as
QueueRemove(busyagent...). When the agent is free
again I suppose the same event is triggered and the
custom script can QueueAdd(freeagent...).
Could anyone please give me some pointers on this?
|
In queues.conf set ringinuse=no
Also make sure that you don't use realtime sip peers (or use
rtcachefriends with that). Probably you also need call-limit set to
any value in sip.conf
For more info see
http://www.voip-info.org/wiki-Asterisk+config+sip.conf
Regards,
Atis
--
Atis Lezdins,
VoIP Project Manager / Developer,
atis at iq-labs.net
Skype: atis.lezdins
Cell Phone: +371 28806004
Cell Phone: +1 800 7300689
Work phone: +1 800 7502835 |
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rentorbuy at yahoo.com
Guest
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| Posted: Fri Mar 28, 2008 8:33 am Post subject: [asterisk-users] callers in queue passed to agents who accep |
|
|
--- Atis Lezdins <atis at iq-labs.net> wrote:
| Quote: | On Thu, Mar 27, 2008 at 6:32 PM, Vieri
<rentorbuy at yahoo.com> wrote:
| Quote: | I have a queue I configured as "strict" and a cron
script I use to QueueAdd and QueueRemove agents
according to my company's requirements. Usually I
|
have
| Quote: | 2 or 3 agents at a time and the ring strategy is
ringall.
These agents use non-open-source Windows
|
softphones
| Quote: | that do not let you configure it so that if
|
they're on
| Quote: | the phone, a second call will be rejected (agent
busy). Instead, it's as if they had call waiting
|
and
| Quote: | incoming calls keep popping up while they're
conversating with the first caller and they would
|
like
| Quote: | to avoid this.
I guess the easiest solution would be to find an
open-source or free softphone that can be
|
configured
| Quote: | to accept only one call at a time (currently
|
using
| Quote: | SJphone).
Another solution would be if I could tell the
|
Queue()
| Quote: | application that if an agent is InUse then don't
|
pass
| Quote: | the call.
Still another yet more delicate solution would be
|
to
| Quote: | have a custom script "receive" manager events
|
related
| Quote: | to the queue which in turn replies with an agi
command. For example, whenever an agent answers a
|
call
| Quote: | I think that an event such as QueueMemberStatus
|
can be
| Quote: | triggered (although I don't know how). If the
|
custom
| Quote: | script could receive this event in realtime then
|
it
| Quote: | would run an agi command such as
QueueRemove(busyagent...). When the agent is free
again I suppose the same event is triggered and
|
the
| Quote: | custom script can QueueAdd(freeagent...).
Could anyone please give me some pointers on
|
this?
In queues.conf set ringinuse=no
Also make sure that you don't use realtime sip peers
(or use
rtcachefriends with that). Probably you also need
call-limit set to
any value in sip.conf
|
Thanks Atis and Rodrigo.
However, I can't use ringinuse=no in queues.conf
because I'm running 1.2.27 (or is there a
backport/patch?).
If I use call-limit=1 then I get all sorts of problems
(see
http://lists.digium.com/pipermail/asterisk-users/2008-March/208558.html
)
Besides, call-limit=1 would not allow the agent to do
attended transfers.
I guess I'm forced to upgrade to 1.4 although there
have been several instability issues lately, even on
this mailing list.
Vieri
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