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[asterisk-users] Newbie Queue: tricky problem with MOH


 
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Guest
PostPosted: Thu May 08, 2008 3:25 am    Post subject: [asterisk-users] Newbie Queue: tricky problem with MOH Reply with quote
I have this simple queue for the reception set up such that the console
queue has only one agent.
I checked the number in the queue and if there is someone there, I play
back a "busy & please be patient" message and then join the call to the
queue.

If there is no one in the queue, the caller will go directly into the
queue and the receptionist phone will ring. This looks fine but while
the call is waiting for the receptionist to pick it up, the caller will
actually hear Music on Hold instead of just ring ring ring. This is
undesirable.

exten =>
7100,n(rcl_off_opn),Set(rcv_que_num=${QUEUE_WAITING_COUNT(console)})
exten => 7100,n,GotoIf($[${rcv_que_num} = 0]?rcl_que_jon:)
exten => 7100,n,Playback(rc-busy)
exten => 7100,n(rcl_que_jon),Queue(console)
exten => 7100,n,Wait(2)
exten => 7100,n,HangUp()

So, the issue is MOH is good for the 2nd and subsequent callers but not
for the first caller who should just hear ring ring ring until the
receptionist picks up the call.

Any thoughts?
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atis at iq-labs.net
Guest
PostPosted: Thu May 08, 2008 4:04 am    Post subject: [asterisk-users] Newbie Queue: tricky problem with MOH Reply with quote
On Thu, May 8, 2008 at 11:25 AM, Lee, John (Sydney)
<John.Lee at compuware.com> wrote:
Quote:
I have this simple queue for the reception set up such that the console
queue has only one agent.
I checked the number in the queue and if there is someone there, I play
back a "busy & please be patient" message and then join the call to the
queue.

If there is no one in the queue, the caller will go directly into the
queue and the receptionist phone will ring. This looks fine but while
the call is waiting for the receptionist to pick it up, the caller will
actually hear Music on Hold instead of just ring ring ring. This is
undesirable.

exten =>
7100,n(rcl_off_opn),Set(rcv_que_num=${QUEUE_WAITING_COUNT(console)})
exten => 7100,n,GotoIf($[${rcv_que_num} = 0]?rcl_que_jon:)
exten => 7100,n,Playback(rc-busy)
exten => 7100,n(rcl_que_jon),Queue(console)
exten => 7100,n,Wait(2)
exten => 7100,n,HangUp()

Queue(console,r)

would do what you want, but so you would need to have two entry points to queue.

Regards,
Atis

Quote:

So, the issue is MOH is good for the 2nd and subsequent callers but not
for the first caller who should just hear ring ring ring until the
receptionist picks up the call.

Any thoughts?

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gordon+asterisk at dro...
Guest
PostPosted: Thu May 08, 2008 5:02 am    Post subject: [asterisk-users] Newbie Queue: tricky problem with MOH Reply with quote
On Thu, 8 May 2008, Lee, John (Sydney) wrote:

Quote:
I have this simple queue for the reception set up such that the console
queue has only one agent.
I checked the number in the queue and if there is someone there, I play
back a "busy & please be patient" message and then join the call to the
queue.

If there is no one in the queue, the caller will go directly into the
queue and the receptionist phone will ring. This looks fine but while
the call is waiting for the receptionist to pick it up, the caller will
actually hear Music on Hold instead of just ring ring ring. This is
undesirable.

exten =>
7100,n(rcl_off_opn),Set(rcv_que_num=${QUEUE_WAITING_COUNT(console)})
exten => 7100,n,GotoIf($[${rcv_que_num} = 0]?rcl_que_jon:)
exten => 7100,n,Playback(rc-busy)
exten => 7100,n(rcl_que_jon),Queue(console)
exten => 7100,n,Wait(2)
exten => 7100,n,HangUp()

So, the issue is MOH is good for the 2nd and subsequent callers but not
for the first caller who should just hear ring ring ring until the
receptionist picks up the call.

Any thoughts?

How about (pseudoish code here)

exten => 7100,1,Dial(${consolePhone},,${dialFlags})
exten => 7100,n,GotoIf($[${DIALSTATUS}=BUSY]?queueHell)
exten => 7100,n,Hangup()

exten => 7100,n(queueHell),Answer()
; Do queue count & message playback here ...
; Actually, just playback the message as the console *is* busy at this point
exten => 7100,n,Queue(console)

You'll need to make sure the console phone has call-waiting disabled, else
the phone itself will queue calls... (depending on the phone type!)

Gordon
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Guest
PostPosted: Thu May 08, 2008 7:52 pm    Post subject: [asterisk-users] Newbie Queue: tricky problem with MOH Reply with quote
Quote:

Queue(console,r)

would do what you want, but so you would need to have two entry points
to
Quote:
queue.

Thanks Atis. Your suggestion did magic!
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