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
