Re: [asterisk-users] ACD problem
I am not sure I understand the required routing pattern, but I'm sure queues are your friends, as you can dynamically add and remove member and you can have a first-level queue easily move fall-through to another queue in case all members should be busy or none should be available. Plus by using queues you decouple the what you want to do from the who is doing it. 2013/4/10 Tommy Cooper tomcoope...@yahoo.com Hi, I am working on a small inbound call center solution that uses an ACD system. I might add an IVR system later on. I only have 2 extensions set up (extensions 1000 and 1001), I want the system to put new calls in a queue if both extensions are busy. I am currently subscribed with a SIP trunk provider and can successfully recieve calls. I want to design a system where customers can call my number, that call will then be directed to either extension 1000 or 1001. If both extensions are in use, I want that 3rd call to be queued. I don't think that the config below will direct calls to extension 1001 because the second line states that any incomming calls should be routed to extension 1000. How do I change this so that calls are directed to all of my exensions? extensions.conf [from-myprovider] exten = *DID number*,1,Answer exten = *DID number*,2,Dial(SIP/1000) exten = *DID number*,3,Queue(support) ;not sure if this line belongs here exten = *DID number*,4,Hangup queues.conf [general] [support] musicclass=default strategy=rrmemory joinempty=no leavewhenempty=yes ringinuse=no Member = SIP/1000 Member = SIP/1001 agent = 1000,1000 agent = 1001,1001 When using the current config the caller will listen to the 'music on hold' until the agent answers but calls are only being forwarded to extension 1000 as stated above -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Loway - home of QueueMetrics - http://queuemetrics.com Test-drive WombatDialer beta @ http://wombatdialer.com -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] ACD problem
Hi, I am working on a small inbound call center solution that uses an ACD system. I might add an IVR system later on. I only have 2 extensions set up (extensions 1000 and 1001), I want the system to put new calls in a queue if both extensions are busy. I am currently subscribed with a SIP trunk provider and can successfully recieve calls. I want to design a system where customers can call my number, that call will then be directed to either extension 1000 or 1001. If both extensions are in use, I want that 3rd call to be queued. I don't think that the config below will direct calls to extension 1001 because the second line states that any incomming calls should be routed to extension 1000. How do I change this so that calls are directed to all of my exensions? extensions.conf [from-myprovider] exten = *DID number*,1,Answer exten = *DID number*,2,Dial(SIP/1000) exten = *DID number*,3,Queue(support) ;not sure if this line belongs here exten = *DID number*,4,Hangup queues.conf [general] [support] musicclass=default strategy=rrmemory joinempty=no leavewhenempty=yes ringinuse=no Member = SIP/1000 Member = SIP/1001 agent = 1000,1000 agent = 1001,1001 When using the current config the caller will listen to the 'music on hold' until the agent answers but calls are only being forwarded to extension 1000 as stated above -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD problem
On 13-04-10 04:08 PM, Tommy Cooper wrote: Hi, I am working on a small inbound call center solution that uses an ACD system. I might add an IVR system later on. I only have 2 extensions set up (extensions 1000 and 1001), I want the system to put new calls in a queue if both extensions are busy. I am currently subscribed with a SIP trunk provider and can successfully recieve calls. I want to design a system where customers can call my number, that call will then be directed to either extension 1000 or 1001. If both extensions are in use, I want that 3rd call to be queued. I don't think that the config below will direct calls to extension 1001 because the second line states that any incomming calls should be routed to extension 1000. How do I change this so that calls are directed to all of my exensions? Forget dialling the phones directly, let the queue deal with it. Dump everything in to the queue, then just wait for somebody to answer. extensions.conf [from-myprovider] exten = *DID number*,1,Answer exten = *DID number*,2,Dial(SIP/1000) exten = *DID number*,3,Queue(support) ;not sure if this line belongs here exten = *DID number*,4,Hangup queues.conf [general] [support] musicclass=default strategy=rrmemory joinempty=no leavewhenempty=yes ringinuse=no Member = SIP/1000 Member = SIP/1001 agent = 1000,1000 agent = 1001,1001 When using the current config the caller will listen to the 'music on hold' until the agent answers but calls are only being forwarded to extension 1000 as stated above -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Paul Belanger | PolyBeacon, Inc. Jabber: paul.belan...@polybeacon.com | IRC: pabelanger (Freenode) Github: https://github.com/pabelanger | Twitter: https://twitter.com/pabelanger -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD problem
This line : exten = *DID number*,2,Dial(SIP/1000) is redundant and useless when you are already using Queues. So just remove it and it should work. What happen is, your dial-plan executes at 2nd priority DIAL a SIP extension 1000 .. produce a call and at hang-up finishes no Queue/ACD functionality is executed. On Thu, Apr 11, 2013 at 1:08 AM, Tommy Cooper tomcoope...@yahoo.com wrote: Hi, I am working on a small inbound call center solution that uses an ACD system. I might add an IVR system later on. I only have 2 extensions set up (extensions 1000 and 1001), I want the system to put new calls in a queue if both extensions are busy. I am currently subscribed with a SIP trunk provider and can successfully recieve calls. I want to design a system where customers can call my number, that call will then be directed to either extension 1000 or 1001. If both extensions are in use, I want that 3rd call to be queued. I don't think that the config below will direct calls to extension 1001 because the second line states that any incomming calls should be routed to extension 1000. How do I change this so that calls are directed to all of my exensions? extensions.conf [from-myprovider] exten = *DID number*,1,Answer exten = *DID number*,2,Dial(SIP/1000) exten = *DID number*,3,Queue(support) ;not sure if this line belongs here exten = *DID number*,4,Hangup queues.conf [general] [support] musicclass=default strategy=rrmemory joinempty=no leavewhenempty=yes ringinuse=no Member = SIP/1000 Member = SIP/1001 agent = 1000,1000 agent = 1001,1001 When using the current config the caller will listen to the 'music on hold' until the agent answers but calls are only being forwarded to extension 1000 as stated above -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Regards ** Muhammad Salman *** -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD problem outbound calls
Thank you for your prompt reply. I removed that redundant line and now
everything seems to work fine. Except outgoing calls that is, whenever i try to
call an outside number the phone rings, the user can even answer back but then
it hangs up after about 5 sec.
extensions.conf:
[sip-phone]
;This is the context setup for outgoing calls;exten =
_NXXX.,2,Set(CALLERID(name)=*my number*)
;exten = _NXXX.,3,Set(CALLERID(num)=*my number*)
;exten = _NXX,1,Dial(mailto:SIP/$%7bexten...@myprovider.com)
;exten = _3.,1,Answer
exten = _3.,1,Dial(SIP/myprovider/${EXTEN:1},60) ;This is the only line
that seems to work but the phone hangs up shortly after answering, as described
above
;exten = _3.,5,Hangup
;exten = _X.,1,Answer
;exten = _X.,2,Set(CALLERID(name)=*my number*)
;exten = _X.,3,Set(CALLERID(num)=*my number*)
;exten = _X.,4,Dial(SIP/${EXTEN}@myprovider,30,Tt)
;exten = _X.,5,Hangup
From: Salman Zafar msalman...@gmail.com
To: Tommy Cooper tomcoope...@yahoo.com; Asterisk Users Mailing List -
Non-Commercial Discussion asterisk-users@lists.digium.com
Sent: Wednesday, April 10, 2013 10:27 PM
Subject: Re: [asterisk-users] ACD problem
This line :
exten = *DID number*,2,Dial(SIP/1000) is redundant and useless when you are
already using Queues. So just remove it and it should work.
What happen is, your dial-plan executes at 2nd priority DIAL a SIP extension
1000 .. produce a call and at hang-up finishes no Queue/ACD functionality is
executed.
On Thu, Apr 11, 2013 at 1:08 AM, Tommy Cooper tomcoope...@yahoo.com wrote:
Hi,
I am working on a small inbound call center solution that uses an ACD system.
I might add an IVR system later on. I only have 2 extensions set up
(extensions 1000 and 1001), I want the system to put new calls in a queue if
both extensions are busy. I am currently subscribed with a SIP trunk provider
and can successfully recieve calls. I want to design a system where customers
can call my number, that call will then be directed to either extension 1000
or 1001. If both extensions are in use, I want that 3rd call to be queued.
I don't think that the config below will direct calls to extension 1001
because the second line states that any incomming calls should be routed to
extension 1000. How do I change this so that calls are directed to all of my
exensions?
extensions.conf
[from-myprovider]
exten = *DID number*,1,Answer
exten = *DID number*,2,Dial(SIP/1000)
exten = *DID number*,3,Queue(support) ;not sure if this line belongs here
exten = *DID number*,4,Hangup
queues.conf
[general]
[support]
musicclass=default
strategy=rrmemory
joinempty=no
leavewhenempty=yes
ringinuse=no
Member = SIP/1000
Member = SIP/1001
agent = 1000,1000
agent = 1001,1001
When using the current config the caller will listen to the 'music on hold'
until the agent answers but calls are only being forwarded to extension 1000
as stated above
--
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**
Muhammad Salman
*** --
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Re: [asterisk-users] ACD problem
Hi, You can check extension status using chanisavail function. And extension is not free, you can divert your call to queue. http://www.voip-info.org/wiki/view/Asterisk+cmd+ChanIsAvail Regards, Bharat Lalcheta On Thu, Apr 11, 2013 at 1:38 AM, Tommy Cooper tomcoope...@yahoo.com wrote: Hi, I am working on a small inbound call center solution that uses an ACD system. I might add an IVR system later on. I only have 2 extensions set up (extensions 1000 and 1001), I want the system to put new calls in a queue if both extensions are busy. I am currently subscribed with a SIP trunk provider and can successfully recieve calls. I want to design a system where customers can call my number, that call will then be directed to either extension 1000 or 1001. If both extensions are in use, I want that 3rd call to be queued. I don't think that the config below will direct calls to extension 1001 because the second line states that any incomming calls should be routed to extension 1000. How do I change this so that calls are directed to all of my exensions? extensions.conf [from-myprovider] exten = *DID number*,1,Answer exten = *DID number*,2,Dial(SIP/1000) exten = *DID number*,3,Queue(support) ;not sure if this line belongs here exten = *DID number*,4,Hangup queues.conf [general] [support] musicclass=default strategy=rrmemory joinempty=no leavewhenempty=yes ringinuse=no Member = SIP/1000 Member = SIP/1001 agent = 1000,1000 agent = 1001,1001 When using the current config the caller will listen to the 'music on hold' until the agent answers but calls are only being forwarded to extension 1000 as stated above -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Bharat Lalcheta -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] ACD ASR
Is there a ready add-on to asterisk that will display the ACD/ASR per channel, source destination? Thanks. ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2009 - October 13 - 15 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD ASR
2009/10/14 B.Masoud @ SH i...@saudihome.com Is there a ready add-on to asterisk that will display the ACD/ASR per channel, source destination? Thanks. You can calculate by yourself with cdr's, its only statistics. ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2009 - October 13 - 15 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD ASR
B.Masoud @ SH wrote: Is there a ready add-on to asterisk that will display the ACD/ASR per channel, source destination? You asked this same question two weeks ago with the same subject. You got at least 5 answers. -- Iván Stepaniuk Alba Fotónica S. L. www.albafotonica.com ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2009 - October 13 - 15 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD, call barge, recording
On Wednesday 26 August 2009 00:30:57 Lee, John (Sydney) wrote: 1) Can ACD (Automatic Call Distribution) service work with asterisk, and how to set up ACD in asterisk ? You can (and it is better to) write your own code in Asterisk. I'm not sure why. The Queue app works fine. 2) How call barging can set up in asterisk ? There is a zap barge cmd - not sure if this is what you want. ChanSpy is probably what he wants. 3) How call recording can set up in asterisk? You can set up one-touch recording pretty easily. Note that that's in features.conf. If the OP wants to simply record all calls, using MixMonitor is probably a better solution. Please check voip-info.org Voip-info is often wrong, depends upon 3rd party modules not distributed with Asterisk, and leads to more confusion, rather than clarifying issues. -- Tilghman Teryl with Peter, Cottontail, Midnight, Thumper, Johnny (bunnies) and Harry, BB, George (dogs) ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2009 - October 13 - 15 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD, call barge, recording
On Wed, 26 Aug 2009, Tilghman Lesher wrote: Voip-info is often wrong, depends upon 3rd party modules not distributed with Asterisk, and leads to more confusion, rather than clarifying issues. All true, yet sometimes it is still the best resource. -- Thanks in advance, - Steve Edwards sedwa...@sedwards.com Voice: +1-760-468-3867 PST Newline Fax: +1-760-731-3000 ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2009 - October 13 - 15 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] ACD, call barge, recording
Hellow, i need the following requirements with asterisk : 1) Can ACD (Automatic Call Distribution) service work with asterisk, and how to set up ACD in asterisk ? 2) How call barging can set up in asterisk ? 3) How call recording can set up in asterisk? Thanks mahboob System Engr SSL ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2009 - October 13 - 15 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD, call barge, recording
1) Can ACD (Automatic Call Distribution) service work with asterisk, and how to set up ACD in asterisk ? You can (and it is better to) write your own code in Asterisk. 2) How call barging can set up in asterisk ? There is a zap barge cmd - not sure if this is what you want. 3) How call recording can set up in asterisk? You can set up one-touch recording pretty easily. Please check voip-info.org ___ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- AstriCon 2009 - October 13 - 15 Phoenix, Arizona Register Now: http://www.astricon.net asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
What about tagging calls with skills and then putting them all in one queue? Skill for agents would be declared in queues.conf just like penalties? member = Agent/1001,Sales,10 where Sales=skilland 10 = weight of skill for agent. Is that feasible? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of BJ Weschke Sent: Wednesday, November 21, 2007 6:16 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD functionality , Skills for agents Kyriakos wrote: It would be nice to add an option of choosing to answer the call with the longest waiting time, or answer randomly, or round robin, etc... Agreed, but, understand that each queue defined in app_queue is separate. The way the weights work is only by instructing a thread to go into another queue's data space (while holding a mutex lock to make sure multiple threads aren't walking on the same space) and make sure there aren't calls waiting where that queue has a higher weight than the one currently processing before it decides whether or not it can serve up calls to an available member. There is not one large, consolidated, pool of calls waiting for consideration when you are dealing with multiple queues in the current design of app_queue. As a result, true skills based routing with the existing app_queue is, difficult, at best. The queue application does a fairly good job for what most people need for it to do, but when you start getting into these more complex call/queue routing scenarios, you're defining a scope of requirements that the original app_queue just wasn't designed for. Features like queue weight were/are band aids to try to get you closer to the end run goal, but that band aid and others like it has come with its own costs as well (mutex deadlocks,etc) that many people here have complained about in the past. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
Hi, Örn Arnarson schrieb: I have often wondered the same thing. It seems to me to be random, or it works it out some way I am not familiar with. I have seen calls with wait time of 30 seconds get answered before calls with 30 minutes wait time from queues with equal weight. I can confirm it with asterisk 1.4.11 on debian/lenny. We tested it like that: - two queues with the same weight are configures - 2 agents are logged in both queues with strategy last recent - 5 test callers are in the queue - 1st caller gets an agent, the phone is ringing and we let time it out - the callers after him in the queue get agent but the first caller never But, as said, it happens randomly and is not easy to reproduce. But we do not have any solutions for that beside to use only one queue. Best Regards. Jan -- Jan-Hendrik Palic TNG - NETWORK MANAGEMENT GmbH Projensdorfer Str. 324, D-24106 Kiel, Germany mailto:[EMAIL PROTECTED] http://www.tng.de ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James FitzGibbon Sent: Tuesday, November 20, 2007 6:03 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD functionality , Skills for agents On Nov 20, 2007 10:16 AM, Kyriakos [EMAIL PROTECTED] wrote: I have a question regarding ACD for queues. What happens when I have 2 or more queues with same weight and each queue has a call in? How will it decide which call will be routed to the next available agent? Will it take the call with the longest waiting time in queue? If not how would I do this? Beware of queue weights. They have caused major problems in the past for many people on this list. As I understand it, enabling weights requires * to grab a lock on a large number of data structures related to queue state, which can cause performance slowdowns and crashes. I haven't seen reports of this recently, so it might be better in the later 1.4 releases, but at one time it was a sure-fire recipe for pain. Also can someone point me to resources for making a single queue with customer calls tagged with agent skills? What I mean is instead of having multiple queues Sales,Tech support, etc, have only a single queue with calls being tagged according to the customer's choice from IVR, so if a customer would choose SALES , the call would go into the queue with other calls but it would only be answered from agents with the skill SALES. This is something offered in other PBX systems like Avaya but im pretty sure it can be done on Asterisk, right? It probably could be, but it would make reporting pretty difficult, as the key fields in the queue log are the call id and the queue name. While you could use the QueueLog() application to stick extra data about the call (e.g the skill chosen from the IVR) into the queue log, that would appear in one line only and require post-processing to glue it together with the rest of the data for that call. I'm pretty sure it wouldn't mesh nicely with the reporting package I use (QueueMetrics). KM: I'm actually using the same package (Queuemetrics 1.4.2)! What I do for this is maintain queue (skill) membership in a database, then add the channels to the appropriate queues when the agents log on via a web page. Is there a particular reason you want to just have one queue? KM: Well no if the ACD would work properly. As I mentioned there have been calls that were waiting in queue for 20 minutes because ACD was distributing calls from the rest of the queues with less waiting time. KM. ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
Guys can someone answer how the ACD works when it needs to decide which call to take next from queues with equal weights? Does it take the call with the longest period of watiting or does it work randomly? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kyriakos Sent: Wednesday, November 21, 2007 11:08 AM To: 'Asterisk Users Mailing List - Non-Commercial Discussion' Subject: Re: [asterisk-users] ACD functionality , Skills for agents -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James FitzGibbon Sent: Tuesday, November 20, 2007 6:03 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD functionality , Skills for agents On Nov 20, 2007 10:16 AM, Kyriakos [EMAIL PROTECTED] wrote: I have a question regarding ACD for queues. What happens when I have 2 or more queues with same weight and each queue has a call in? How will it decide which call will be routed to the next available agent? Will it take the call with the longest waiting time in queue? If not how would I do this? Beware of queue weights. They have caused major problems in the past for many people on this list. As I understand it, enabling weights requires * to grab a lock on a large number of data structures related to queue state, which can cause performance slowdowns and crashes. I haven't seen reports of this recently, so it might be better in the later 1.4 releases, but at one time it was a sure-fire recipe for pain. Also can someone point me to resources for making a single queue with customer calls tagged with agent skills? What I mean is instead of having multiple queues Sales,Tech support, etc, have only a single queue with calls being tagged according to the customer's choice from IVR, so if a customer would choose SALES , the call would go into the queue with other calls but it would only be answered from agents with the skill SALES. This is something offered in other PBX systems like Avaya but im pretty sure it can be done on Asterisk, right? It probably could be, but it would make reporting pretty difficult, as the key fields in the queue log are the call id and the queue name. While you could use the QueueLog() application to stick extra data about the call (e.g the skill chosen from the IVR) into the queue log, that would appear in one line only and require post-processing to glue it together with the rest of the data for that call. I'm pretty sure it wouldn't mesh nicely with the reporting package I use (QueueMetrics). KM: I'm actually using the same package (Queuemetrics 1.4.2)! What I do for this is maintain queue (skill) membership in a database, then add the channels to the appropriate queues when the agents log on via a web page. Is there a particular reason you want to just have one queue? KM: Well no if the ACD would work properly. As I mentioned there have been calls that were waiting in queue for 20 minutes because ACD was distributing calls from the rest of the queues with less waiting time. KM. ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
I have often wondered the same thing. It seems to me to be random, or it works it out some way I am not familiar with. I have seen calls with wait time of 30 seconds get answered before calls with 30 minutes wait time from queues with equal weight. It would be great if someone who actually knows could answer or explain. Best regards, Örn Arnarson On Nov 21, 2007 2:15 PM, Kyriakos [EMAIL PROTECTED] wrote: Guys can someone answer how the ACD works when it needs to decide which call to take next from queues with equal weights? Does it take the call with the longest period of watiting or does it work randomly? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kyriakos Sent: Wednesday, November 21, 2007 11:08 AM To: 'Asterisk Users Mailing List - Non-Commercial Discussion' Subject: Re: [asterisk-users] ACD functionality , Skills for agents -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James FitzGibbon Sent: Tuesday, November 20, 2007 6:03 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD functionality , Skills for agents On Nov 20, 2007 10:16 AM, Kyriakos [EMAIL PROTECTED] wrote: I have a question regarding ACD for queues. What happens when I have 2 or more queues with same weight and each queue has a call in? How will it decide which call will be routed to the next available agent? Will it take the call with the longest waiting time in queue? If not how would I do this? Beware of queue weights. They have caused major problems in the past for many people on this list. As I understand it, enabling weights requires * to grab a lock on a large number of data structures related to queue state, which can cause performance slowdowns and crashes. I haven't seen reports of this recently, so it might be better in the later 1.4 releases, but at one time it was a sure-fire recipe for pain. Also can someone point me to resources for making a single queue with customer calls tagged with agent skills? What I mean is instead of having multiple queues Sales,Tech support, etc, have only a single queue with calls being tagged according to the customer's choice from IVR, so if a customer would choose SALES , the call would go into the queue with other calls but it would only be answered from agents with the skill SALES. This is something offered in other PBX systems like Avaya but im pretty sure it can be done on Asterisk, right? It probably could be, but it would make reporting pretty difficult, as the key fields in the queue log are the call id and the queue name. While you could use the QueueLog() application to stick extra data about the call (e.g the skill chosen from the IVR) into the queue log, that would appear in one line only and require post-processing to glue it together with the rest of the data for that call. I'm pretty sure it wouldn't mesh nicely with the reporting package I use (QueueMetrics). KM: I'm actually using the same package (Queuemetrics 1.4.2)! What I do for this is maintain queue (skill) membership in a database, then add the channels to the appropriate queues when the agents log on via a web page. Is there a particular reason you want to just have one queue? KM: Well no if the ACD would work properly. As I mentioned there have been calls that were waiting in queue for 20 minutes because ACD was distributing calls from the rest of the queues with less waiting time. KM. ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
Kyriakos wrote: Guys can someone answer how the ACD works when it needs to decide which call to take next from queues with equal weights? Does it take the call with the longest period of watiting or does it work randomly? Whichever thread from the queue that does its processing first is the one that will get the next available member. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
It would be nice to add an option of choosing to answer the call with the longest waiting time, or answer randomly, or round robin, etc... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of BJ Weschke Sent: Wednesday, November 21, 2007 4:35 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD functionality , Skills for agents Kyriakos wrote: Guys can someone answer how the ACD works when it needs to decide which call to take next from queues with equal weights? Does it take the call with the longest period of watiting or does it work randomly? Whichever thread from the queue that does its processing first is the one that will get the next available member. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
Kyriakos wrote: It would be nice to add an option of choosing to answer the call with the longest waiting time, or answer randomly, or round robin, etc... Agreed, but, understand that each queue defined in app_queue is separate. The way the weights work is only by instructing a thread to go into another queue's data space (while holding a mutex lock to make sure multiple threads aren't walking on the same space) and make sure there aren't calls waiting where that queue has a higher weight than the one currently processing before it decides whether or not it can serve up calls to an available member. There is not one large, consolidated, pool of calls waiting for consideration when you are dealing with multiple queues in the current design of app_queue. As a result, true skills based routing with the existing app_queue is, difficult, at best. The queue application does a fairly good job for what most people need for it to do, but when you start getting into these more complex call/queue routing scenarios, you're defining a scope of requirements that the original app_queue just wasn't designed for. Features like queue weight were/are band aids to try to get you closer to the end run goal, but that band aid and others like it has come with its own costs as well (mutex deadlocks,etc) that many people here have complained about in the past. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] ACD functionality , Skills for agents
Hi all, I have a question regarding ACD for queues. What happens when I have 2 or more queues with same weight and each queue has a call in? How will it decide which call will be routed to the next available agent? Will it take the call with the longest waiting time in queue? If not how would I do this? Also can someone point me to resources for making a single queue with customer calls tagged with agent skills? What I mean is instead of having multiple queues Sales,Tech support, etc, have only a single queue with calls being tagged according to the customer's choice from IVR, so if a customer would choose SALES , the call would go into the queue with other calls but it would only be answered from agents with the skill SALES. This is something offered in other PBX systems like Avaya but im pretty sure it can be done on Asterisk, right? Thanks, Kyriakos Mavromichalis ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD functionality , Skills for agents
On Nov 20, 2007 10:16 AM, Kyriakos [EMAIL PROTECTED] wrote: I have a question regarding ACD for queues. What happens when I have 2 or more queues with same weight and each queue has a call in? How will it decide which call will be routed to the next available agent? Will it take the call with the longest waiting time in queue? If not how would I do this? Beware of queue weights. They have caused major problems in the past for many people on this list. As I understand it, enabling weights requires * to grab a lock on a large number of data structures related to queue state, which can cause performance slowdowns and crashes. I haven't seen reports of this recently, so it might be better in the later 1.4 releases, but at one time it was a sure-fire recipe for pain. Also can someone point me to resources for making a single queue with customer calls tagged with agent skills? What I mean is instead of having multiple queues Sales,Tech support, etc, have only a single queue with calls being tagged according to the customer's choice from IVR, so if a customer would choose SALES , the call would go into the queue with other calls but it would only be answered from agents with the skill SALES. This is something offered in other PBX systems like Avaya but im pretty sure it can be done on Asterisk, right? It probably could be, but it would make reporting pretty difficult, as the key fields in the queue log are the call id and the queue name. While you could use the QueueLog() application to stick extra data about the call (e.g the skill chosen from the IVR) into the queue log, that would appear in one line only and require post-processing to glue it together with the rest of the data for that call. I'm pretty sure it wouldn't mesh nicely with the reporting package I use (QueueMetrics). What I do for this is maintain queue (skill) membership in a database, then add the channels to the appropriate queues when the agents log on via a web page. Is there a particular reason you want to just have one queue? -- j. ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD Queue LOG RINGNOANSWER Content 0
Looks like a reject, as it continues to hunt to the next agent. I think it is a busy. Although I thought the queue shouldn't try an agent that is in use. Thanks BJ Doug -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of BJ Weschke Sent: Monday, November 12, 2007 5:06 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD Queue LOG RINGNOANSWER Content 0 Yes. That's supposed to to be the timeout value. In the case where it's 0 are you seeing a call reject or something else? asterisk wrote: In my queue log I see that on the RINGNOANSWER Event I get different content. Some events soe the ring timeout (15000). Other events show 0. Other yet show 1000 Doens anyone know what 0 means? Did it try to ring the phone, but it was busy? Thanks Doug ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD Queue LOG RINGNOANSWER Content 0
On 11/12/07, asterisk [EMAIL PROTECTED] wrote: In my queue log I see that on the RINGNOANSWER Event I get different content. Some events soe the ring timeout (15000). Other events show 0. Other yet show 1000 Doens anyone know what 0 means? Did it try to ring the phone, but it was busy? For my internal reporting, I consider 0 or 1000 to be the result of a phone being on DND. Since all the time values in the log are rounded to the nearest 1000, I speculate that 0 is a rejection in 500ms and 1000 is a rejection in the 500 to 1499 ms range. I figure unless someone is hovering over the ignore button on a softphone, they aren't going to be able to click it so fast that Asterisk registers it as RINGNOANSWER|1000. Likewise, RINGNOANSWER|2 is (for me, given timeout=20 in queues.conf) a failure to pick up a presented call. Everything from 2000 through 19000 I treat as a manual ignore triggered by the agent. So far, the reports I generate based on these rules seem to make sense to the managers reading them. -- j. ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD Queue LOG RINGNOANSWER Content 0
Cool thanks James... Doug From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James FitzGibbon Sent: Tuesday, November 13, 2007 9:56 AM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] ACD Queue LOG RINGNOANSWER Content 0 On 11/12/07, asterisk [EMAIL PROTECTED] wrote: In my queue log I see that on the RINGNOANSWER Event I get different content. Some events soe the ring timeout (15000). Other events show 0. Other yet show 1000 Doens anyone know what 0 means? Did it try to ring the phone, but it was busy? For my internal reporting, I consider 0 or 1000 to be the result of a phone being on DND. Since all the time values in the log are rounded to the nearest 1000, I speculate that 0 is a rejection in 500ms and 1000 is a rejection in the 500 to 1499 ms range. I figure unless someone is hovering over the ignore button on a softphone, they aren't going to be able to click it so fast that Asterisk registers it as RINGNOANSWER|1000. Likewise, RINGNOANSWER|2 is (for me, given timeout=20 in queues.conf) a failure to pick up a presented call. Everything from 2000 through 19000 I treat as a manual ignore triggered by the agent. So far, the reports I generate based on these rules seem to make sense to the managers reading them. -- j. ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] ACD Queue LOG RINGNOANSWER Content 0
In my queue log I see that on the RINGNOANSWER Event I get different content. Some events soe the ring timeout (15000). Other events show 0. Other yet show 1000 Doens anyone know what 0 means? Did it try to ring the phone, but it was busy? Thanks Doug ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD Queue LOG RINGNOANSWER Content 0
Yes. That's supposed to to be the timeout value. In the case where it's 0 are you seeing a call reject or something else? asterisk wrote: In my queue log I see that on the RINGNOANSWER Event I get different content. Some events soe the ring timeout (15000). Other events show 0. Other yet show 1000 Doens anyone know what 0 means? Did it try to ring the phone, but it was busy? Thanks Doug ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD Queues Agents logout
I didn't want to send the Agent thru the whoule AgentCallbackLogin rutine just to _log off_. This does not make really sense to me. thank for your answer anyway. Kai Here is what I do... Exten=777,1,AgentCallbackLogin() ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD Queues Agents logout
hmm looks nicer than mine:
exten = *2002,1,System(asterisk -rx \
agent logoff Agent/ ${AGENTBYCALLERID_${CALLERID}})
exten = *2002,2,Playback(agent-loggedoff)
exten = *2002,3,Hangup
thx for your suggestion, i think i will integrate your solution
regard
KAI
Anthony Rodgers schrieb:
Hi Kai,
This is what we do:
[agent-login]
exten = s,1,NoOp(${AgentUser})
exten =
s,2,AddQueueMember(${AgentContext}|${AgentChannel}|${AgentPenalty})
exten = s,3,Wait(1)
exten = s,4,Playback(agent-loginok)
exten = s,5,Hangup
exten = s,103,RemoveQueueMember(${AgentContext}|${AgentChannel})
exten = s,104,Wait(1)
exten = s,105,Playback(agent-loggedoff)
exten = s,106,Hangup
A.
On Jul 20, 2006, at 6:26 AM, Kai Ober wrote:
Okay, I think i have missed something:
When i use AgentCallbackLogin*(||*007) the agent is logged in, fine.
But how do i log OUT.
okay there is a timout,
autologoff=time
but how can an agent explicit log off?
regards
Kai
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[asterisk-users] ACD Queues Agents logout
Here is what I do... Exten=777,1,AgentCallbackLogin() Yup, thats it! use your agent id and password, and then enter your dialable number. I say dialable number because you can basically dial any phone number. We have agents that call a toll free number and login to their home phones, pretty sweet! This has to be in the right context to allow this though. Jordan Novak Communications Technician ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] ACD Queues Agents logout
Hi Kai,
This is what we do:
[agent-login]
exten = s,1,NoOp(${AgentUser})
exten =
s,2,AddQueueMember(${AgentContext}|${AgentChannel}|${AgentPenalty})
exten = s,3,Wait(1)
exten = s,4,Playback(agent-loginok)
exten = s,5,Hangup
exten = s,103,RemoveQueueMember(${AgentContext}|${AgentChannel})
exten = s,104,Wait(1)
exten = s,105,Playback(agent-loggedoff)
exten = s,106,Hangup
A.
On Jul 20, 2006, at 6:26 AM, Kai Ober wrote:
Okay, I think i have missed something:
When i use AgentCallbackLogin*(||*007) the agent is logged in, fine.
But how do i log OUT.
okay there is a timout,
autologoff=time
but how can an agent explicit log off?
regards
Kai
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[asterisk-users] ACD Queues Agents logout
Okay, I think i have missed something: When i use AgentCallbackLogin*(||*007) the agent is logged in, fine. But how do i log OUT. okay there is a timout, autologoff=time but how can an agent explicit log off? regards Kai ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] ACD rejected calls with out going to Voicemail
I have an ACD asterisk system running, and if a call gets put through to an agent and they hit the reject key (if they are busy), it puts the call to their voicemail. I would like the call to stay in the queue and try another agent. Is this possible? Thanks for your help. Dean. ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD Distributed Scenario....
We need to make sure that all queue applications run on the correct system that the user agents that own the queue application are registered to. So when a server fails and the user agents register with their secondary server (which will always be configured to be the same server for those related agents) the queue application is running on that server and routed to correctly by it's peers. Enters DUNDi: Working scenario: 1) Configured 3 contexts, referenced by DUNDi, to manage which server is the primary, secondary, and tertiary server for each given queue. So: a. UA1, 2, and 3 register with Astbox1 as their primary server b. Their registration tables refer to Astbox2 as their secondary registration server and Astbox3 as their tertiary registration server c. Agents are logging into the queue1 via UA1, 2, and 3 d. Queue1's dial plan logic is in the same context on all boxes e. Queue1's dial plan logic is referred to via 3 different DUNDi contexts weighted according to which server is the primary, secondary, and tertiary host server for the user agents (UA1,2, and 3) f.So queue1, assigned the phone number of 5551212, is assigned to the Primary DUNDi context on Astbox1 with the weight of 0 g. Then queue1 is assigned to the secondary DUNDi context on Astbox2 with the weight of 100 and to the tertiary DUNDi context on Astbox3 with the weight of 200 h. So let's say we make a call from an User Agent on Astbox2 to 5551212 i. When determining which server to terminate a call to 5551212 on we do a local lookup first on Astbox2 to see if the primary server for that number happens to be the server performing the routing logic... if so, we directly route the call to that queue on the local server j.In this case Astbox2 does not refer to queue1 in the primary DUNDi context, Astbox1 refers to queue1 in it's primary context, so we do a DUNDi lookup to find the next server we should route the call to k. Due to weighting, we receive the IP of Astbox1 as the first DUNDi destination and the IP of Astbox3 as a second DUNDi destination serving that queue and we route the call to the first destination IP l. Everything is fine... but when the primary server fails (Astbox1) and the the secondary server happens to be the box that is routing the call (Astbox2) there is a logic gap we need help addressing 2) Logic gap we need to address a. UA1, 2, and 3 normally register with Astbox1 as their primary server but it has now failed b. So UA1, 2, and 3 now register with Astbox2 c. Due to queue1's routing logic, that the agents assigned to UA1, 2, and 3 log into, residing in the same context on all boxes we are able to handle calls to that context on Astbox2 (please refer to our statement in 1.d through 1.g to re-paraphrase the queue and agent relationship) d. So let's say we make a call from a user agent Astbox2 to 5551212 e. When determining which server to terminate a call to 5551212 on we do a local lookup first on Astbox2 to see if the primary context shows that number as local (queue1)... if so, we directly route the call to that queue on the local server f.In this case it is not because the context we are referring to (PRIMARY) does not reside on Astbox2 with 5551212 in it's context so we do a DUNDi lookup to find the next server we should route the call to g. Due to weighting and the fact that Astbox1 has failed, we receive the IP of Astbox3 as the only DUNDi destination serving that queue (HERE IS THE PROBLEM --- Astbox3 is tertiary... the box during this failed condition that has the highest weight is the box doing the lookups (Astbox2) along with Astbox2 is the box that the destination agents of the queue are now registered with) h. If we could actually query to find the weight of the DUNDi returned lookup we could add logic to the scripting to determine if it is the Primary server with a weight of 0. i. If not we could add some logic to see if the server we are on happens to be the secondary j.If so the call would then remain on that box k. If not we could then route to the returned IP address from the DUNDi lookup ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD Light on Phone?
Hi, Is there anyway I can make a softkey light on a sip phone (aastra 9133i) light up when the agent is logged into a queue? Even if I have to do it via some call in a dialplan. I guess the question is more... what command do I need to send to a sip phone to turn a light on a softkey on/off? ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
Hello, Can you provide a patch from your special branch for asterisk-1.2.3 ? can you post a how-to ? Even these features won't be include in th main branche a patch should be available. Regards harry --- BJ Weschke [EMAIL PROTECTED] a écrit : On 1/25/06, Douglas Garstang [EMAIL PROTECTED] wrote: I've tried that. Setting acd-login-logout and acd-agent-available to 1 causes the appearance to automatically log in when the phones comes up, and stays up the entire time. I'll have another shot it in a bit tho maybe I missed something before. You need the code on that special branch in conjunction with the config setting in order for it to work. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 1/26/06, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello, Can you provide a patch from your special branch for asterisk-1.2.3 ? can you post a how-to ? Even these features won't be include in th main branche a patch should be available. Harry - There is a patch available against /trunk, not 1.2.3. As I said in an earlier email, it will take a little more work to produce a patch that compiles correctly against 1.2.3 as the code has changed a good bit. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Please to post a patch for asterisk-1.2.3 for polycom_acd_functions . Regards harry --- Douglas Garstang [EMAIL PROTECTED] a écrit : Oo I thought that this was a Polycom limitation, rather than an Asterisk one. Your saying that the Polycom phones would receive SIP signalling that would allow them to dynamically update the appearance display to show if an appearance had a logged in agent or not? -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 24, 2006 12:14 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 1/24/06, Douglas Garstang [EMAIL PROTECTED] wrote: Why do you need a patch? We have ACD/Asterisk 1.2.1 working well with Polycom IP phones. Haven't done much with 1.2.2 yet. Is there some sort of issue? About the only thing that doesn't work is the appearances don't display the login/logout status with the icon of an agent in an ACD Queue. Everything else seems fine. There's a branch against /trunk of Asterisk that does have this working. It's at http://svn.digium.com/svn/asterisk/team/bweschke/polycom_acd_functions/ -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 1/24/06, Douglas Garstang [EMAIL PROTECTED] wrote: Thanks, but there's an avail/unavail button on the Polycom phones? I dn't think so. We've been able to log agents in and out with the phones for a long time... I'm referring to the agent status being displayed on the graphic display next to the call appearance. I know what you're referring to. We're speaking about the same thing. Set acd-login-logout and acd-agent-available to 1 in your Polycom config files and then once your agent is successfully logged in, you'll see one of the soft buttons change to avail/unavail for the agent that is logged in. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
I've tried that. Setting acd-login-logout and acd-agent-available to 1 causes the appearance to automatically log in when the phones comes up, and stays up the entire time. I'll have another shot it in a bit tho maybe I missed something before. -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 25, 2006 3:15 AM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 1/24/06, Douglas Garstang [EMAIL PROTECTED] wrote: Thanks, but there's an avail/unavail button on the Polycom phones? I dn't think so. We've been able to log agents in and out with the phones for a long time... I'm referring to the agent status being displayed on the graphic display next to the call appearance. I know what you're referring to. We're speaking about the same thing. Set acd-login-logout and acd-agent-available to 1 in your Polycom config files and then once your agent is successfully logged in, you'll see one of the soft buttons change to avail/unavail for the agent that is logged in. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 1/25/06, Douglas Garstang [EMAIL PROTECTED] wrote: I've tried that. Setting acd-login-logout and acd-agent-available to 1 causes the appearance to automatically log in when the phones comes up, and stays up the entire time. I'll have another shot it in a bit tho maybe I missed something before. You need the code on that special branch in conjunction with the config setting in order for it to work. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Ah ok. Swt. :) -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Wed 1/25/2006 6:04 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Cc: Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 1/25/06, Douglas Garstang [EMAIL PROTECTED] wrote: I've tried that. Setting acd-login-logout and acd-agent-available to 1 causes the appearance to automatically log in when the phones comes up, and stays up the entire time. I'll have another shot it in a bit tho maybe I missed something before. You need the code on that special branch in conjunction with the config setting in order for it to work. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users winmail.dat___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD with polycom ip phones
Hello Can we find a patch for asterisk-1.2.2 in order to test ACD with polycom phones ? Regards Harry ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Why do you need a patch? We have ACD/Asterisk 1.2.1 working well with Polycom IP phones. Haven't done much with 1.2.2 yet. Is there some sort of issue? About the only thing that doesn't work is the appearances don't display the login/logout status with the icon of an agent in an ACD Queue. Everything else seems fine. Doug. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 24, 2006 9:46 AM To: asterisk-users@lists.digium.com Subject: [Asterisk-Users] ACD with polycom ip phones Hello Can we find a patch for asterisk-1.2.2 in order to test ACD with polycom phones ? Regards Harry ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 1/24/06, Douglas Garstang [EMAIL PROTECTED] wrote: Why do you need a patch? We have ACD/Asterisk 1.2.1 working well with Polycom IP phones. Haven't done much with 1.2.2 yet. Is there some sort of issue? About the only thing that doesn't work is the appearances don't display the login/logout status with the icon of an agent in an ACD Queue. Everything else seems fine. There's a branch against /trunk of Asterisk that does have this working. It's at http://svn.digium.com/svn/asterisk/team/bweschke/polycom_acd_functions/ -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Oo I thought that this was a Polycom limitation, rather than an Asterisk one. Your saying that the Polycom phones would receive SIP signalling that would allow them to dynamically update the appearance display to show if an appearance had a logged in agent or not? -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 24, 2006 12:14 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 1/24/06, Douglas Garstang [EMAIL PROTECTED] wrote: Why do you need a patch? We have ACD/Asterisk 1.2.1 working well with Polycom IP phones. Haven't done much with 1.2.2 yet. Is there some sort of issue? About the only thing that doesn't work is the appearances don't display the login/logout status with the icon of an agent in an ACD Queue. Everything else seems fine. There's a branch against /trunk of Asterisk that does have this working. It's at http://svn.digium.com/svn/asterisk/team/bweschke/polycom_acd_functions/ -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 1/24/06, Douglas Garstang [EMAIL PROTECTED] wrote: Oo I thought that this was a Polycom limitation, rather than an Asterisk one. Your saying that the Polycom phones would receive SIP signalling that would allow them to dynamically update the appearance display to show if an appearance had a logged in agent or not? Yes. They do, and the branch there should allow that functionality to work. You can log agents in and out with the phones now and you can also pause/unpause them from the queues using the avail/unavail button. This branch/feature is in production presently at one of our call center clients so I wouldn't necessarily call it alpha quality any longer, but I think it still needs some fundamental touchup work before it could be considered to get merged into the /trunk codebase. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Thanks, but there's an avail/unavail button on the Polycom phones? I dn't think so. We've been able to log agents in and out with the phones for a long time... I'm referring to the agent status being displayed on the graphic display next to the call appearance. -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 24, 2006 3:45 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 1/24/06, Douglas Garstang [EMAIL PROTECTED] wrote: Oo I thought that this was a Polycom limitation, rather than an Asterisk one. Your saying that the Polycom phones would receive SIP signalling that would allow them to dynamically update the appearance display to show if an appearance had a logged in agent or not? Yes. They do, and the branch there should allow that functionality to work. You can log agents in and out with the phones now and you can also pause/unpause them from the queues using the avail/unavail button. This branch/feature is in production presently at one of our call center clients so I wouldn't necessarily call it alpha quality any longer, but I think it still needs some fundamental touchup work before it could be considered to get merged into the /trunk codebase. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD announce-holdtime
Has anyone gotten announce-holdtime in queues.conf to work? Doesn't seem to matter what combination of options I use, I can't get this particular setting to do what the docs say. Thanks. Doug. ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD announce-holdtime
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Douglas Garstang Has anyone gotten announce-holdtime in queues.conf to work? Doesn't seem to matter what combination of options I use, I can't get this particular setting to do what the docs say. I have: [123] wrapuptime=30 timeout=30 strategy=rrmemory retry=20 queue-youarenext=queue-youarenext queue-thereare=queue-thereare queue-thankyou=queue-thankyou queue-callswaiting=queue-callswaiting music=default monitor-join=yes monitor-format=wav49 maxlen=0 leavewhenempty=no joinempty=yes context= announce-holdtime=yes announce-frequency=90 and it works (in italian too!) Mimmus ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 12/19/05, Kevin P. Fleming [EMAIL PROTECTED] wrote: Matthew wrote: For the uninitiated among us (myself included) what is ACD login/logout support? The Polycom phones can send XML NOTIFY messages to signal to the server the agent is logged in/out/paused. I know of no documentation on the messages (although they don't look that hard to parse), but nobody has come up with any sort of architecture that would allow chan_sip to do something useful with the messages. For all those interested, there's now a working implementation of Polycom Agent login/logout integration with the Asterisk agent infrastructure on mantis. We'll be adding avail/unavail in the next few days. Testing assistance is greatly appreciated! http://bugs.digium.com/view.php?id=6119 -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
Hello, Polycom phones send SUBSCRIBE message for login . Harry --- BJ Weschke [EMAIL PROTECTED] a écrit : On 12/18/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello, Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? Like the Park button functionality that was recently figured out here with Polycom phones, I'd bet ACD login/logout functionality is probably also able to be done with Asterisk. It's just a matter of understanding what the phone is sending and what it's expecting back for correct interoperability. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger. Appelez le monde entier à partir de 0,012 /minute ! Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Hello Douglas, You can enable ACD in sip.cfg and phone.cfg of the polycom phones. Polycom send SUBSCRIBE to server . Harry --- Douglas Garstang [EMAIL PROTECTED] a écrit : You can configure Asterisk to log an agent in/out of an ACD Queue with AgentCallBacklogin, AddAgent etc, just like with any other phone. The Polycom themselves don't seem to display any sort of visual indicater that an appearance is logged in/out however, which is dissapointing. I'm sure you could write an AGI script to fire upon dialling of a number that could play a sound file indicating as such. -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Mon 12/19/2005 7:43 PM To: [EMAIL PROTECTED]; Asterisk Users Mailing List - Non-Commercial Discussion Cc: Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 12/18/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello, Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? Like the Park button functionality that was recently figured out here with Polycom phones, I'd bet ACD login/logout functionality is probably also able to be done with Asterisk. It's just a matter of understanding what the phone is sending and what it's expecting back for correct interoperability. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 12/20/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello Douglas, You can enable ACD in sip.cfg and phone.cfg of the polycom phones. Polycom send SUBSCRIBE to server . Harry --- Douglas Garstang [EMAIL PROTECTED] a écrit : You can configure Asterisk to log an agent in/out of an ACD Queue with AgentCallBacklogin, AddAgent etc, just like with any other phone. The Polycom themselves don't seem to display any sort of visual indicater that an appearance is logged in/out however, which is dissapointing. I'm sure you could write an AGI script to fire upon dialling of a number that could play a sound file indicating as such. -Original Message- So, in theory, if the agent channel had a hint extension and provided device state updates based on whether the agent was logged in or out, this would probably work then as the buddy watch feature does now with the Polycoms. This is probably worth some further investigation. :) -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
So, in theory, if the agent channel had a hint extension and provided device state updates based on whether the agent was logged in or out, this would probably work then as the buddy watch feature does now with the Polycoms. This is probably worth some further investigation. What about app_queue.so if hint is added in extension.conf? I sent a post to Polycom . Harry ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger. Appelez le monde entier à partir de 0,012 /minute ! Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Hints and queues are different things. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Tuesday, December 20, 2005 6:03 AM To: BJ Weschke Cc: asterisk-users@lists.digium.com; [EMAIL PROTECTED] Subject: Re: [Asterisk-Users] ACD with polycom ip phones So, in theory, if the agent channel had a hint extension and provided device state updates based on whether the agent was logged in or out, this would probably work then as the buddy watch feature does now with the Polycoms. This is probably worth some further investigation. What about app_queue.so if hint is added in extension.conf? I sent a post to Polycom . Harry ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger. Appelez le monde entier à partir de 0,012 EUR/minute ! Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
The hint extension, in conjunction with Polycom's buddy feature, allows you to have a busy lamp field against appearances. As far as I know, it isn't connected with Asterisk ACD queues in any way. It would be nice if there was some way to get a graphical icon showing when an agent was logged in though. -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Tuesday, December 20, 2005 5:44 AM To: [EMAIL PROTECTED]; Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 12/20/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello Douglas, You can enable ACD in sip.cfg and phone.cfg of the polycom phones. Polycom send SUBSCRIBE to server . Harry --- Douglas Garstang [EMAIL PROTECTED] a écrit : You can configure Asterisk to log an agent in/out of an ACD Queue with AgentCallBacklogin, AddAgent etc, just like with any other phone. The Polycom themselves don't seem to display any sort of visual indicater that an appearance is logged in/out however, which is dissapointing. I'm sure you could write an AGI script to fire upon dialling of a number that could play a sound file indicating as such. -Original Message- So, in theory, if the agent channel had a hint extension and provided device state updates based on whether the agent was logged in or out, this would probably work then as the buddy watch feature does now with the Polycoms. This is probably worth some further investigation. :) -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
Harry, This will log an appearance in permanently. ie while the phone is active. There is no way to log an appearance in or out that has the acd feature enabled against it (that I know of). -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Tuesday, December 20, 2005 4:10 AM To: Douglas Garstang Cc: asterisk-users@lists.digium.com Subject: RE: [Asterisk-Users] ACD with polycom ip phones Hello Douglas, You can enable ACD in sip.cfg and phone.cfg of the polycom phones. Polycom send SUBSCRIBE to server . Harry --- Douglas Garstang [EMAIL PROTECTED] a écrit : You can configure Asterisk to log an agent in/out of an ACD Queue with AgentCallBacklogin, AddAgent etc, just like with any other phone. The Polycom themselves don't seem to display any sort of visual indicater that an appearance is logged in/out however, which is dissapointing. I'm sure you could write an AGI script to fire upon dialling of a number that could play a sound file indicating as such. -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Mon 12/19/2005 7:43 PM To: [EMAIL PROTECTED]; Asterisk Users Mailing List - Non-Commercial Discussion Cc: Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 12/18/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello, Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? Like the Park button functionality that was recently figured out here with Polycom phones, I'd bet ACD login/logout functionality is probably also able to be done with Asterisk. It's just a matter of understanding what the phone is sending and what it's expecting back for correct interoperability. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD with polycom ip phones (resent)
Hello, Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? Regards Harry ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
[EMAIL PROTECTED] wrote: Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? For the uninitiated among us (myself included) what is ACD login/logout support? Thanks, Matthew ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
Matthew wrote: For the uninitiated among us (myself included) what is ACD login/logout support? The Polycom phones can send XML NOTIFY messages to signal to the server the agent is logged in/out/paused. I know of no documentation on the messages (although they don't look that hard to parse), but nobody has come up with any sort of architecture that would allow chan_sip to do something useful with the messages. ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
When ACD is used the queues and agents are configured so agents have to send agent id and password to become available in a queue . Harry --- Matthew matthew@zeut.net a écrit : [EMAIL PROTECTED] wrote: Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? For the uninitiated among us (myself included) what is ACD login/logout support? Thanks, Matthew ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On Mon, 2005-12-19 at 07:21 -0600, Kevin P. Fleming wrote: Matthew wrote: For the uninitiated among us (myself included) what is ACD login/logout support? The Polycom phones can send XML NOTIFY messages to signal to the server the agent is logged in/out/paused. I know of no documentation on the messages (although they don't look that hard to parse), but nobody has come up with any sort of architecture that would allow chan_sip to do something useful with the messages. Could chan_sip simply start executing the DP at a particular extension ?? or would that require the existence of a channel, which there isn't really since it is just XML not RTP??? I've often wondered about this, but since I've never seen any docs, nor anyone else talk about it, I just assumed it wasn't implemented and moved along... Though it certainly does seem like it would be quite handy, if anyone needs some debug info, or someone to test it on etc, I'd be able to do that much Regards, Adam ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
So we have to add a context like this to login/logout agents. I add 4 agent in a queue with roundrobin strategy . What's going on if the first available agent don't answer the call ? Asterisk-1.2 [agents] ;Agent Login exten= 501,1,AgentCallbackLogin(||[EMAIL PROTECTED]) ;Agent Logout exten= 502,1,AgentCallbackLogin(||l) Regards Harry --- Kevin P. Fleming [EMAIL PROTECTED] a écrit : Matthew wrote: For the uninitiated among us (myself included) what is ACD login/logout support? The Polycom phones can send XML NOTIFY messages to signal to the server the agent is logged in/out/paused. I know of no documentation on the messages (although they don't look that hard to parse), but nobody has come up with any sort of architecture that would allow chan_sip to do something useful with the messages. ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
Adam Goryachev wrote: Could chan_sip simply start executing the DP at a particular extension ?? or would that require the existence of a channel, which there isn't really since it is just XML not RTP??? chan_sip _could_ do anything at all. However, since these are not INVITE requests, starting something in the dialplan seems a bit out of place. However, it's probably the most likely way that this could be implemented. However, there does not appear to be any standard (RFC or otherwise) behind these messages (although they could be SIP-B, I haven't checked), so adding this functionality will be both a bit ugly and also very vendor-specific. ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
Which standard for ACD login/logout ? --- Kevin P. Fleming [EMAIL PROTECTED] a écrit : Adam Goryachev wrote: Could chan_sip simply start executing the DP at a particular extension ?? or would that require the existence of a channel, which there isn't really since it is just XML not RTP??? chan_sip _could_ do anything at all. However, since these are not INVITE requests, starting something in the dialplan seems a bit out of place. However, it's probably the most likely way that this could be implemented. However, there does not appear to be any standard (RFC or otherwise) behind these messages (although they could be SIP-B, I haven't checked), so adding this functionality will be both a bit ugly and also very vendor-specific. ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD with polycom ip phones
On 12/18/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello, Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? Like the Park button functionality that was recently figured out here with Polycom phones, I'd bet ACD login/logout functionality is probably also able to be done with Asterisk. It's just a matter of understanding what the phone is sending and what it's expecting back for correct interoperability. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD with polycom ip phones
You can configure Asterisk to log an agent in/out of an ACD Queue with AgentCallBacklogin, AddAgent etc, just like with any other phone. The Polycom themselves don't seem to display any sort of visual indicater that an appearance is logged in/out however, which is dissapointing. I'm sure you could write an AGI script to fire upon dialling of a number that could play a sound file indicating as such. -Original Message- From: BJ Weschke [mailto:[EMAIL PROTECTED] Sent: Mon 12/19/2005 7:43 PM To: [EMAIL PROTECTED]; Asterisk Users Mailing List - Non-Commercial Discussion Cc: Subject: Re: [Asterisk-Users] ACD with polycom ip phones On 12/18/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hello, Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? Like the Park button functionality that was recently figured out here with Polycom phones, I'd bet ACD login/logout functionality is probably also able to be done with Asterisk. It's just a matter of understanding what the phone is sending and what it's expecting back for correct interoperability. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD with polycom ip phones
Hello, Polycom ip soundpoint support ACD login/logout . Can we configure asterisk with polycom ACD support? Regards Harry ___ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com ___ --Bandwidth and Colocation provided by Easynews.com -- Asterisk-Users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
Tom Rymes wrote: That's a good idea, but it does not help when the agent receives a call from the queue. If an agent has call-waiting enabled (at least on our 7940 Ciscos...) the queue will send another incoming call while the agent is still on the phone withthe last call sent to them from the queue. Is that not the case? Have I misconfigured something? The Queue should not be sending a call to an agent that is marked as paused, that is what the pause was desigined for. Are you using more than 1 queue with the same agent ? Tom Julian On Oct 16, 2005, at 3:28 AM, Julian Lyndon-Smith wrote: Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a very nice feature to have. The queue shouldn't pass a call to an agent if they are already on a call from the queue, but an incoming call from another internal extension, or even a DID ought to be able to get through. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
Hello, are you using Asteriks agents or dialing straight to extensions? because if you are using agents for incoming calls and then you dial straight out of Asterisk, Asterisk will not know that the agent is busy. One possible workaround would be to make a call to the agent using a .call file, so that the agent is busy and the queue system recognizes it. (It's just an idea, I have never tried this) Thanks l. On Sun, 16 Oct 2005 04:04:02 +0200, J Thomas [EMAIL PROTECTED] wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
Julian Lyndon-Smith wrote: Tom Rymes wrote: That's a good idea, but it does not help when the agent receives a call from the queue. If an agent has call-waiting enabled (at least on our 7940 Ciscos...) the queue will send another incoming call while the agent is still on the phone withthe last call sent to them from the queue. Is that not the case? Have I misconfigured something? The Queue should not be sending a call to an agent that is marked as paused, that is what the pause was desigined for. Are you using more than 1 queue with the same agent ? When accepting a call from the queue, what mechanism is there to pause the queue member? Yes, it's possible to pause the agent when she places an outbound call or when recieving a direct-dialed or extention-dialed call, but how do you pause the agent when she accepts a call from the queue? To the OP: We too use Cisco 7940s for our office, and what I ended up doing, was turning off call waiting completely, then using the first line appearance for the user's actual extension, and the second line appearance for the call queue. It's just as annoying as call waiting without getting slammed by queue calls. -- Troy Settle Pulaski Networks http://www.psknet.com 866.477.5638 ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
Using Asterisk agents. Not recognizing that an agent has made an outgoing call IS THE PROBLEM. Only workaround I see is to take the agent out of queue on all outgoing (and direct dialed incoming) calls and put him back in the queue at the completion of the call. That seems too kloodgy. Hence the proper behavior has to come through feature request only. -- jt On Mon, 2005-10-17 at 04:30, Lenz wrote: Hello, are you using Asteriks agents or dialing straight to extensions? because if you are using agents for incoming calls and then you dial straight out of Asterisk, Asterisk will not know that the agent is busy. One possible workaround would be to make a call to the agent using a .call file, so that the agent is busy and the queue system recognizes it. (It's just an idea, I have never tried this) Thanks l. ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
Ah, ok, I see what you are getting at. However, could you not run a macro on connection (to the agents device) that then pauses the queue member so that no more calls will come through until they are unpaused ? Julian. Troy Settle wrote: Julian Lyndon-Smith wrote: Tom Rymes wrote: That's a good idea, but it does not help when the agent receives a call from the queue. If an agent has call-waiting enabled (at least on our 7940 Ciscos...) the queue will send another incoming call while the agent is still on the phone withthe last call sent to them from the queue. Is that not the case? Have I misconfigured something? The Queue should not be sending a call to an agent that is marked as paused, that is what the pause was desigined for. Are you using more than 1 queue with the same agent ? When accepting a call from the queue, what mechanism is there to pause the queue member? Yes, it's possible to pause the agent when she places an outbound call or when recieving a direct-dialed or extention-dialed call, but how do you pause the agent when she accepts a call from the queue? To the OP: We too use Cisco 7940s for our office, and what I ended up doing, was turning off call waiting completely, then using the first line appearance for the user's actual extension, and the second line appearance for the call queue. It's just as annoying as call waiting without getting slammed by queue calls. ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
Yes, but if an agent is connected through the Agent module even on an outboiund call, * will consider it unavailable and therefore will not route calls to it, as if the agent was answering some inbound call. Just my $0.02 :-) l. On Mon, 17 Oct 2005 14:01:27 +0200, J Thomas [EMAIL PROTECTED] wrote: Using Asterisk agents. Not recognizing that an agent has made an outgoing call IS THE PROBLEM. Only workaround I see is to take the agent out of queue on all outgoing (and direct dialed incoming) calls and put him back in the queue at the completion of the call. That seems too kloodgy. Hence the proper behavior has to come through feature request only. -- jt On Mon, 2005-10-17 at 04:30, Lenz wrote: Hello, are you using Asteriks agents or dialing straight to extensions? because if you are using agents for incoming calls and then you dial straight out of Asterisk, Asterisk will not know that the agent is busy. One possible workaround would be to make a call to the agent using a .call file, so that the agent is busy and the queue system recognizes it. (It's just an idea, I have never tried this) Thanks l. -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
So, I'm looking into using PauseQueueMember and unpause queuemember How the heck to you get Unpause to run, no matter what, after the call is over? The g argument to Dial only works when the called party hangs up. Using the h extension appears to be doing nothing... Is there any way we could add a feature to the pausequeuemember that basically says As long as this channel is open, this member is paused so that way when they hang up they are unpaused automatically? Julian Lyndon-Smith wrote: Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a very nice feature to have. The queue shouldn't pass a call to an agent if they are already on a call from the queue, but an incoming call from another internal extension, or even a DID ought to be able to get through. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Rock River InternetCorey Frang 202 W. State St, 8th Floor [EMAIL PROTECTED] Rockford, IL 61101 815-968-9888 Ext. 2205 USA fax 968-6888 ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
Given the current state of queues, it does not seem possible to stop ACD calls coming to a busy agent who has made an outgoing call. Looks like feature request is the right way to go for this. I am going to post this on dev mailing list too before making a feature request in case we have missed something. -- jt On Mon, 2005-10-17 at 15:20, Corey Frang wrote: So, I'm looking into using PauseQueueMember and unpause queuemember How the heck to you get Unpause to run, no matter what, after the call is over? The g argument to Dial only works when the called party hangs up. Using the h extension appears to be doing nothing... Is there any way we could add a feature to the pausequeuemember that basically says As long as this channel is open, this member is paused so that way when they hang up they are unpaused automatically? Julian Lyndon-Smith wrote: Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a very nice feature to have. The queue shouldn't pass a call to an agent if they are already on a call from the queue, but an incoming call from another internal extension, or even a DID ought to be able to get through. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
You must specify topqm and upqm what interface you're attempting to pause and unpause. It will not figure that out based on what interface the channel that called the app in the dial plan might have used. On 10/17/05, Corey Frang [EMAIL PROTECTED] wrote: So, I'm looking into using PauseQueueMember and unpause queuememberHow the heck to you get Unpause to run, no matter what, after the call is over?The g argument to Dial only works when the called party hangs up.Using the h extension appears to be doing nothing...Is there any way we could add a feature to the pausequeuemember that basically says As long as this channel is open, this member is pausedsothat way when they hang up they are unpaused automatically?Julian Lyndon-Smith wrote: Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a verynice feature to have. The queue shouldn't pass a call to an agent ifthey are already on a call from the queue, but an incoming call fromanother internal extension, or even a DID ought to be able to getthrough. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit:http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users--Rock River InternetCorey Frang 202 W. State St, 8th Floor [EMAIL PROTECTED]Rockford, IL 61101815-968-9888 Ext. 2205USA fax 968-6888 ___--Bandwidth and Colocation sponsored by Easynews.com --Asterisk-Users mailing list Asterisk-Users@lists.digium.comhttp://lists.digium.com/mailman/listinfo/asterisk-usersTo UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
It is possible. I do it here and at many other client installs. Please post your configuration so we can see why it's not working for you. On 17 Oct 2005 15:31:46 -0400, J Thomas [EMAIL PROTECTED] wrote: Given the current state of queues, it does not seem possible to stop ACDcalls coming to a busy agent who has made an outgoing call. Looks like feature request is the right way to go for this. I am goingto post this on dev mailing list too before making a feature request incase we have missed something.-- jtOn Mon, 2005-10-17 at 15:20, Corey Frang wrote: So, I'm looking into using PauseQueueMember and unpause queuemember How the heck to you get Unpause to run, no matter what, after the call is over? The g argument to Dial only works when the called party hangs up. Using the h extension appears to be doing nothing... Is there any way we could add a feature to the pausequeuemember that basically says As long as this channel is open, this member is paused sothat way when they hang up they are unpaused automatically? Julian Lyndon-Smith wrote: Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a verynice feature to have. The queue shouldn't pass a call to an agent ifthey are already on a call from the queue, but an incoming call fromanother internal extension, or even a DID ought to be able to getthrough. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___--Bandwidth and Colocation sponsored by Easynews.com --Asterisk-Users mailing listAsterisk-Users@lists.digium.comhttp://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit:http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
PauseQueueMember works fine, they just never get unpaused if they hang up the call... BJ Weschke wrote: You must specify topqm and upqm what interface you're attempting to pause and unpause. It will not figure that out based on what interface the channel that called the app in the dial plan might have used. On 10/17/05, Corey Frang [EMAIL PROTECTED] wrote: So, I'm looking into using PauseQueueMember and unpause queuemember How the heck to you get Unpause to run, no matter what, after the call is over? The "g" argument to Dial only works when the called party hangs up. Using the "h" extension appears to be doing nothing... Is there any way we could add a feature to the "pausequeuemember" that basically says "As long as this channel is open, this member is paused" sothat way when they hang up they are unpaused automatically? Julian Lyndon-Smith wrote: Have you tried the "PauseQueueMember" application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a verynice feature to have. The queue shouldn't pass a call to an agent ifthey are already on a call from the queue, but an incoming call fromanother internal extension, or even a DID ought to be able to getthrough. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Rock River InternetCorey Frang 202 W. State St, 8th Floor [EMAIL PROTECTED] Rockford, IL 61101815-968-9888 Ext. 2205 USA fax 968-6888 ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users No virus found in this incoming message. Checked by AVG Anti-Virus. Version: 7.0.344 / Virus Database: 267.12.2/137 - Release Date: 10/16/2005 -- Rock River InternetCorey Frang 202 W. State St, 8th Floor [EMAIL PROTECTED] Rockford, IL 61101 815-968-9888 Ext. 2205 USA fax 968-6888 ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list
Re: [Asterisk-Users] ACD calls to busy agents
JT, yes.
Here's how I've done it before for other clients:
On the dialout portion I've changed the dial plan to:
exten = _1NXXNXX,1,GotoIf($[${LEN(${$[AGENTBYCALLERID_${CALLERIDNUM}]})} 2]?2:3)exten = _1NXXNXX,2,PauseQueueMember(|Agent/${$[AGENTBYCALLERID_${CALLERIDNUM}]})exten = _1NXXNXX,3,Dial(SIP/SIP PEER/${EXTEN},,Tg)
exten = _1NXXNXX,4,ForkCDR()
What that's basically saying is that if the calling number is also logged in as an agent, go ahead and pause that queue member in all queues that they belong toand then make the call. I'm doing the GotoIf because there are other extensions in that same context that may not be logged in as agents and I don't want to make that pqm call (though there's no real harm in doing so, it'll just tell you there's no Interface as specified) with.
Then, in that same context, you put the following in the h extension
exten = h,1,ForkCDR()exten = h,2,GotoIf($[${LEN(${$[AGENTBYCALLERID_${CALLERIDNUM}]})} 2]?3:4)exten = h,3,UnPauseQueueMember(|Agent/${$[AGENTBYCALLERID_${CALLERIDNUM}]})exten = h,4,NoOp(Done!)
ForkCDR is important because if you don't do it you're going to find that the original CDR that used to contain the destination number in it, now contains only the 'h' extension in it. You could also use ResetCDR(w) here. Your choice really. ForkCDR will fork the one CDR into two preserving the original dial information, and then you may choose to do a NoCDR() or just deal with the additional CDR generated to the 'h' extension by ignoring it when you parse CDRs.
Hope this helps.
BJ
On 17 Oct 2005 18:28:02 -0400, J Thomas [EMAIL PROTECTED] wrote:
Hi BJ,Here are the relevant conf files:Agens.conf [general] persistentagents=yes
[agents] agent = 8011,,Internet1 agent = 8012,,Sonia agent = 8013,,FilippoQueues.conf [internetq] music=default strategy=rrmemory
retry = 20 timeout = 21 announce-frequency = 30 announce-holdtime = yes announce-round-seconds = 10 member = Agent/8011 member = Agent/8012 member = Agent/8013
Relevant lines from extensions.conf: exten = 5000,1,AgentCallbackLogin() [internet-working] exten = s,1,SetAccount(internet) exten = s,2,Queue(internetq|t|||360)
Now an agent, say Sonia, (her SIP extension is 8012 too) calls 5000 andlogins as agent 8012.When she is on an ACD call, she does not receive another ACD call. Verygood.However when she makes an outgoing call, she still receives ACD call.
Should I be doing something differently?-- jtOn Mon, 2005-10-17 at 15:55, BJ Weschke wrote:It is possible. I do it here and at many other client installs.
Please post your configuration so we can see why it's not working for you. On 17 Oct 2005 15:31:46 -0400, J Thomas [EMAIL PROTECTED] wrote:
Given the current state of queues, it does not seem possible to stop ACD calls coming to a busy agent who has made an outgoing call. Looks like feature request is the right way to go for this. I
am going to post this on dev mailing list too before making a feature request in case we have missed something. -- jt On Mon, 2005-10-17 at 15:20, Corey Frang wrote:
So, I'm looking into using PauseQueueMember and unpause queuemember How the heck to you get Unpause to run, no matter what, after the call
is over? The g argument to Dial only works when the called party hangs up. Using the h extension appears to be doing nothing...
Is there any way we could add a feature to the pausequeuemember that basically says As long as this channel is open, this member
is paused sothat way when they hang up they are unpaused automatically? Julian Lyndon-Smith wrote:
Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial()
call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other
calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH
Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is
really possible given the current Queue app, but this would be a verynice feature to have. The queue shouldn't pass a call to an
agent ifthey are already on a call from the queue, but an incoming call fromanother internal extension, or even a DID ought to be able
to getthrough. Consider this a feature request? Tom
On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any
solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is
rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on
the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in
unnecessary delay in answering that call. Taking out call waiting is
Re: [Asterisk-Users] ACD calls to busy agents
Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a very nice feature to have. The queue shouldn't pass a call to an agent if they are already on a call from the queue, but an incoming call from another internal extension, or even a DID ought to be able to get through. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
That's a good idea, but it does not help when the agent receives a call from the queue. If an agent has call-waiting enabled (at least on our 7940 Ciscos...) the queue will send another incoming call while the agent is still on the phone withthe last call sent to them from the queue. Is that not the case? Have I misconfigured something? Tom On Oct 16, 2005, at 3:28 AM, Julian Lyndon-Smith wrote: Have you tried the PauseQueueMember application in the dialplan ? If the agent makes an outbound call, before the dial() call PauseQueuemember - and UnPauseQueuemember when the call is complete. The system should not then send any agent calls through, but all other calls (direct / internal) should come through. This is in 1.2b1 and CVS-HEAD. HTH Julian. Tom Rymes wrote: I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a very nice feature to have. The queue shouldn't pass a call to an agent if they are already on a call from the queue, but an incoming call from another internal extension, or even a DID ought to be able to get through. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD calls to busy agents
One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD calls to busy agents
Have you tried the incominglimit parameter (or did she)? I have found this to work pretty well when limiting the number of calls. After monitoring the full log, I saw that incoming calls where incrementing or decrementing the active call parameter for SIP agents. By limiting the number of calls that the phone extension/user can accept at one time limited the calls going to an agent. I am still trying to figure out how to jump out of the dialplan when a call comes into queue -- if anyone has any suggestions for that, it would be greatly appreciated. But in any event, for similar situations, limiting the number of calls for a SIP agent seems to help in the calls coming in on top of another. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of J Thomas Sent: Saturday, October 15, 2005 7:04 PM To: asterisk-users@lists.digium.com Subject: [Asterisk-Users] ACD calls to busy agents One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD calls to busy agents
Setting incominglimit = 1 does not really solve the problem as I had already mentioned. That practically takes away the call waiting and will block all incoming calls including direct dialed calls. She does not want that. Moreover, incominglimit is deprecated too. -- jt On Sat, 2005-10-15 at 22:05, Jason Walker wrote: Have you tried the incominglimit parameter (or did she)? I have found this to work pretty well when limiting the number of calls. After monitoring the full log, I saw that incoming calls where incrementing or decrementing the active call parameter for SIP agents. By limiting the number of calls that the phone extension/user can accept at one time limited the calls going to an agent. I am still trying to figure out how to jump out of the dialplan when a call comes into queue -- if anyone has any suggestions for that, it would be greatly appreciated. But in any event, for similar situations, limiting the number of calls for a SIP agent seems to help in the calls coming in on top of another. -Original Message- ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD calls to busy agents
I don't know how to make this happen, and I don't even think it is really possible given the current Queue app, but this would be a very nice feature to have. The queue shouldn't pass a call to an agent if they are already on a call from the queue, but an incoming call from another internal extension, or even a DID ought to be able to get through. Consider this a feature request? Tom On Oct 15, 2005, at 10:04 PM, J Thomas wrote: One of my friends is facing this problems and I could not find any solution to that. Hence this post. In her Asterisk PBX, she has programmed about 10 agents, and strategy is rrmemory. Everything works fine. When an agent has received an ACD call, another call is not presented to him as long as he is on the ACD call. However when an agent has made an outgoing call, he is still presented another ACD call when his turn comes. This results in unnecessary delay in answering that call. Taking out call waiting is not an option, as an agent can also get a direct dialed call, and he should be able to pick up that call even when he is on another call. Is there a way so that a busy agent (whether busy because of an incoming call, or outgoing call) is not presented another ACD call? Thanks, -- jt ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD/queues question
Hello Pedro, you should do this using agent priority groups; this way first all low priority agents are filled, then another group is used up. Thanks l. On Wed, 12 Oct 2005 19:30:43 +0200, Pedro Nunes [EMAIL PROTECTED] wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD/queues question
On Thu, 13 Oct 2005 00:39:06 +0200, Tom Rymes [EMAIL PROTECTED] wrote: What we have done is to set up a single queue that all calls come into. For the agents that we want to be our Front Line (i.e.: Customer Service Reps), we give them a penalty of 0. Our Overflow group (i.e.: Customer service reps who are also dealing with walk-in customers and therefore should not be bothered unless we're really busy) gets a penalty of 1, and our Last Resort (i.e.: Everyone else) people get a penalty of 2. That way, all of the calls are answered by our front line people, unless they are all busy/unavailable. Then, and only then, the calls start going to our overflow people, and if they are also all unavailable, the calls go to our last resort people. Seeing as how we have more than 23 people between the three groups, there should technically be no waiting on hold in the queue, even with the PRI saturated. I don't know if this is what you are looking for, but it works extremely well for us. To whomever coded this feature, THANK YOU! As QM supports per service group call flow analysis, I have helped a number of call centers worldwide in setting up this feature together with the adoption of QM and I can say everybody was quite satisfied with it, as much as you can put up with the added problems of running the Agents module. l. -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD/queues question
Thanks, That will fix my problem... And agent skills, is that possible too?? Thanks again Pedro Nunes -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lorenzo Emilitri Sent: quinta-feira, 13 de Outubro de 2005 8:17 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD/queues question Hello Pedro, you should do this using agent priority groups; this way first all low priority agents are filled, then another group is used up. Thanks l. On Wed, 12 Oct 2005 19:30:43 +0200, Pedro Nunes [EMAIL PROTECTED] wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes -- Loway Research - Home of QueueMetrics http://queuemetrics.loway.it ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD/queues question
Thanks, That will fix my problem... And agent skills, is that possible too?? Thanks again Pedro Nunes -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tom Rymes Sent: quarta-feira, 12 de Outubro de 2005 23:39 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] ACD/queues question On Oct 12, 2005, at 1:30 PM, Pedro Nunes wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes What we have done is to set up a single queue that all calls come into. For the agents that we want to be our Front Line (i.e.: Customer Service Reps), we give them a penalty of 0. Our Overflow group (i.e.: Customer service reps who are also dealing with walk-in customers and therefore should not be bothered unless we're really busy) gets a penalty of 1, and our Last Resort (i.e.: Everyone else) people get a penalty of 2. That way, all of the calls are answered by our front line people, unless they are all busy/unavailable. Then, and only then, the calls start going to our overflow people, and if they are also all unavailable, the calls go to our last resort people. Seeing as how we have more than 23 people between the three groups, there should technically be no waiting on hold in the queue, even with the PRI saturated. I don't know if this is what you are looking for, but it works extremely well for us. To whomever coded this feature, THANK YOU! To set this up, just edit the queues.conf file and add the penalty to each agent's member = line like this: ; Front-line - Penalty of 0 member = 100,0 ; Overflow - Penalty of 1 member = 101,1 ;Last Resort - Penalty of 2 member = 102,2 Hope that proves useful to someone Tom ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] ACD/queues question
Just remember to set your phone in the group with the highest possible priority :) On Thu, 2005-10-13 at 09:36 +0100, Pedro Nunes wrote: Thanks, That will fix my problem... And agent skills, is that possible too?? Thanks again Pedro Nunes -- Trixter http://www.0xdecafbad.com Bret McDanel UK +44 870 340 4605 Germany +49 801 777 555 3402 US +1 360 207 0479 or +1 516 687 5200 FreeWorldDialup: 635378 signature.asc Description: This is a digitally signed message part ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD/queues question
Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD/queues question
On Oct 12, 2005, at 1:30 PM, Pedro Nunes wrote: Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk?? Thanks in advance Pedro Nunes What we have done is to set up a single queue that all calls come into. For the agents that we want to be our Front Line (i.e.: Customer Service Reps), we give them a penalty of 0. Our Overflow group (i.e.: Customer service reps who are also dealing with walk-in customers and therefore should not be bothered unless we're really busy) gets a penalty of 1, and our Last Resort (i.e.: Everyone else) people get a penalty of 2. That way, all of the calls are answered by our front line people, unless they are all busy/unavailable. Then, and only then, the calls start going to our overflow people, and if they are also all unavailable, the calls go to our last resort people. Seeing as how we have more than 23 people between the three groups, there should technically be no waiting on hold in the queue, even with the PRI saturated. I don't know if this is what you are looking for, but it works extremely well for us. To whomever coded this feature, THANK YOU! To set this up, just edit the queues.conf file and add the penalty to each agent's member = line like this: ; Front-line - Penalty of 0 member = 100,0 ; Overflow - Penalty of 1 member = 101,1 ;Last Resort - Penalty of 2 member = 102,2 Hope that proves useful to someone Tom ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] [ACD]AgentCallBackLogin
Dear Friends, Iam useing the latest CVS-HEAD of the asterisk when i use the agentcallbacklogin for the Agent side apart from the password it is askeing the new location ? and its not accepting the any extension it gives the error message like this i could not able to found any related information in voip-info.org Your views in this regard will be highly appreciated. with regards rk Send a rakhi to your brother, buy gifts and win attractive prizes. Log on to http://in.promos.yahoo.com/rakhi/index.html ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD Login
How do I login to an ACD queue? I have [EMAIL PROTECTED]. I know I can set static agents, but I have employees that work different departments each day.___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] acd with mysql or ast_data support
Hi, I am using ACD, i.e. application Queue(). Is there a way to use mysql for the configuration file? Thanks, Richard ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] ACD Methods
Can anyone point me in the right direction of info regarding ACD methods available in Asterisk. As far as I can see there are time based ring strategies available but I cannot find any info regarding skills based routing or queue priorities. Also do the current time based ring strategies work globally. What I mean by this is if an agent is a member of more than one queue then would the ACD algorithm take this into account before deciding to allocate another call ? Any help would be much appreciated. Regards Ed ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] ACD Methods
On Thu, 19 May 2005, Marshall, Ed wrote: Can anyone point me in the right direction of info regarding ACD methods available in Asterisk. As far as I can see there are time based ring strategies available but I cannot find any info regarding skills based routing or queue priorities. I don't think there is skill based routing in the standard acd queue mechanism. We have implemented a matching framework as an addon to the alternative queue implementation icd. We use it for a kind of skill based routing. A rework of the existing acd system seens to be in the works. At the moment the framework in app_acd makes it very hard to implement alternative strategies or a lot of other things one would want to add. Peter ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
