Gregory Malsack
2007-Dec-17 18:35 UTC
[asterisk-users] Queue calls drop to voicemail intermittantly
Can anyone tell me what might cause callers on hold in a queue to drop into agents voicemail boxes? -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20071217/ae6cba5a/attachment.htm
Robert Norton - SophMedia LLC
2007-Dec-17 18:45 UTC
[asterisk-users] Queue calls drop to voicemail intermittantly
Are the agents "ignoring" the calls while their ringing? -- Robert Norton SophMedia LLC Operations Manager Cell: 480-234-4312 Office: 480-626-5449 (x300) P.O. Box 7755 Tempe, AZ 85281 http://www.XStreamHost.com - Web Hosting http://www.SophMedia.com - Consulting & Web Development -- NOTICE: This e-mail (including all attachments) may contain confidential and privileged material for the sole use of the intended recipient(s). You, the recipient, are obligated to maintain it in the safe, secure, and confidential manner. Any review, use, distribution, disclosure, or copying by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please notify the sender by reply e-mail and delete, or destroy all copies of this message immediately. _____ From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Gregory Malsack Sent: Monday, December 17, 2007 11:36 AM To: asterisk-users at lists.digium.com Subject: [asterisk-users] Queue calls drop to voicemail intermittantly Can anyone tell me what might cause callers on hold in a queue to drop into agents voicemail boxes? -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20071217/3fb2bf0b/attachment.htm
Carlos Chavez
2007-Dec-17 19:02 UTC
[asterisk-users] Queue calls drop to voicemail intermittantly
On Mon, 2007-12-17 at 11:45 -0700, Robert Norton - SophMedia LLC wrote:> Are the agents ?ignoring? the calls while their ringing? > > > > -- > Robert Norton > SophMedia LLC Operations Manager > Cell: 480-234-4312 Office: 480-626-5449 (x300) > P.O. Box 7755 Tempe, AZ 85281 > http://www.XStreamHost.com - Web Hosting > http://www.SophMedia.com - Consulting & Web Development > >I had this problem. What was happening was that the timeout on the dial command for the extension where the agent is was lower than the time the queue waits for the agent to answer before returning the call to the queue. The voicemail timeout should be higher than the time the queue waits until the agent answers.>-- Telecomunicaciones Abiertas de M?xico S.A. de C.V. Carlos Ch?vez Prats Director de Tecnolog?a +52-55-91169161 ext 2001 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part Url : http://lists.digium.com/pipermail/asterisk-users/attachments/20071217/45527674/attachment.pgp
Tilghman Lesher
2007-Dec-17 20:21 UTC
[asterisk-users] Queue calls drop to voicemail intermittantly
On Monday 17 December 2007 12:35, Gregory Malsack wrote:> Can anyone tell me what might cause callers on hold in a queue to drop > into agents voicemail boxes?Probably you're putting "Local" channels into the queue. Any answer event at all generated by the Local channel, including one generated by Voicemail, is considered a pickup by the Queue app. Note that if you use the raw channel (SIP/IAX/Zap/whatever), then this will not happen when a queue member fails to answer their phone. Or create extensions that do not end in Voicemail for the use of Queue. -- Tilghman
Gregory Malsack
2007-Dec-19 01:06 UTC
[asterisk-users] Queue calls drop to voicemail intermittantly
That?s what I thought, but they all deny that they are pressing any buttons on the phone. From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Robert Norton - SophMedia LLC Sent: Monday, December 17, 2007 12:45 PM To: 'Asterisk Users Mailing List - Non-Commercial Discussion' Subject: Re: [asterisk-users] Queue calls drop to voicemail intermittantly Are the agents ?ignoring? the calls while their ringing? -- Robert Norton SophMedia LLC Operations Manager Cell: 480-234-4312 Office: 480-626-5449 (x300) P.O. Box 7755 Tempe, AZ 85281 HYPERLINK "http://www.XStreamHost.com"http://www.XStreamHost.com - Web Hosting HYPERLINK "http://www.SophMedia.com"http://www.SophMedia.com - Consulting & Web Development -- NOTICE: This e-mail (including all attachments) may contain confidential and privileged material for the sole use of the intended recipient(s). You, the recipient, are obligated to maintain it in the safe, secure, and confidential manner. Any review, use, distribution, disclosure, or copying by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please notify the sender by reply e-mail and delete, or destroy all copies of this message immediately. _____ From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Gregory Malsack Sent: Monday, December 17, 2007 11:36 AM To: asterisk-users at lists.digium.com Subject: [asterisk-users] Queue calls drop to voicemail intermittantly Can anyone tell me what might cause callers on hold in a queue to drop into agents voicemail boxes? No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.17.4/1188 - Release Date: 12/17/2007 2:13 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.17.4/1188 - Release Date: 12/17/2007 2:13 PM -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20071218/b3f2b1dc/attachment.htm
Gregory Malsack
2007-Dec-19 01:09 UTC
[asterisk-users] Queue calls drop to voicemail intermittantly
That is the same thing I thought as well. However the queue is set to an 18 second timeout and the voicemail is set to a 20 second timeout. I'll increase the voicemail timeout so there is a little more play there just to see if that helps. -----Original Message----- From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Carlos Chavez Sent: Monday, December 17, 2007 1:03 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Queue calls drop to voicemail intermittantly On Mon, 2007-12-17 at 11:45 -0700, Robert Norton - SophMedia LLC wrote:> Are the agents ?ignoring? the calls while their ringing? > > > > -- > Robert Norton > SophMedia LLC Operations Manager > Cell: 480-234-4312 Office: 480-626-5449 (x300) P.O. Box 7755 Tempe, AZ > 85281 http://www.XStreamHost.com - Web Hosting > http://www.SophMedia.com - Consulting & Web Development > >I had this problem. What was happening was that the timeout on the dial command for the extension where the agent is was lower than the time the queue waits for the agent to answer before returning the call to the queue. The voicemail timeout should be higher than the time the queue waits until the agent answers.>-- Telecomunicaciones Abiertas de M?xico S.A. de C.V. Carlos Ch?vez Prats Director de Tecnolog?a +52-55-91169161 ext 2001 No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.17.4/1188 - Release Date: 12/17/2007 2:13 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.17.4/1188 - Release Date: 12/17/2007 2:13 PM
Gregory Malsack
2007-Dec-19 01:16 UTC
[asterisk-users] Queue calls drop to voicemail intermittantly
I would use extensions, but they want the agents logging in and out of the queue so they can pull reports on when the agents are waiting for calls. The channels that are assigned to the queues are "Agent/????". -----Original Message----- From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Tilghman Lesher Sent: Monday, December 17, 2007 2:21 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Queue calls drop to voicemail intermittantly On Monday 17 December 2007 12:35, Gregory Malsack wrote:> Can anyone tell me what might cause callers on hold in a queue to drop > into agents voicemail boxes?Probably you're putting "Local" channels into the queue. Any answer event at all generated by the Local channel, including one generated by Voicemail, is considered a pickup by the Queue app. Note that if you use the raw channel (SIP/IAX/Zap/whatever), then this will not happen when a queue member fails to answer their phone. Or create extensions that do not end in Voicemail for the use of Queue. -- Tilghman _______________________________________________ --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 No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.17.4/1188 - Release Date: 12/17/2007 2:13 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.17.4/1188 - Release Date: 12/17/2007 2:13 PM
Kev S
2008-Mar-05 21:54 UTC
[asterisk-users] Asterisk in the call center - how do you do it?
I was going to ask the same thing today as i am looking for better and more
efficient ways to run a call centre using asterisk!
Look forward to some responses.
Kev
-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Ade Vickers
Sent: Thursday, 6 March 2008 8:27 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: [asterisk-users] Asterisk in the call center - how do you do it?
Hi folks,
If you are running a call centre (large or small) using Asterisk, I'd be
interested to know how you log your agents in & out:
E.g.
- Do you use AgentLogin (to force calls onto the agents, perhaps)?
- Do you still use AgentCallbackLogin?
- If you use AddQueueMember, are you
- running it through the agent's phones (i.e. in the dialplan)?
- through a manager interface & some software (homebrew or otherwise)?
- Do you allow agent hot-desking?
- if so, how do you determine which agent is logged in at which desk at
what time?
- how do you deal with authentication, or don't you bother?
It'd also be useful if you could tell me what version of Asterisk you're
using.
And, finally, a pure fishing expedition:
- What kind of reporting (if any) do you currently get out of the Asterisk,
and are you happy with it?
The reason I'm asking this stuff is because since 2003 I've been working
on
an ACD reporting product for Nortel Meridians (and, more recently, Avaya and
Cisco systems, although that's all early days); and I'm thinking that as
Asterisk gains a toe-hold in the call centre market, there maybe a market
for this reporting tool for Asterisk users too. The only downside is I just
know that my client (who owns the IPR) will never allow the s/w to be
opensourced, or even available for free :( But I guess I shouldn't be too
unhappy, as it puts the bread & butter on my table too...
All the above said - I should add that I'm a complete convert to Asterisk,
&
use it daily (albeit at a fairly low & simplistic level), e.g. I've only
just got around to using a queue on my main POTS line, so I can login at any
of the 4 Asterisk boxes I use around Europe, without having horridly
complicated dialplans...
Many thanks in advance for any responses,
Ade.
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: 04/03/2008
21:46
_______________________________________________
-- 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
--
This message has been scanned for viruses and
dangerous content by Mail Call antivirus software, and is
believed to be clean.
Matt Florell
2008-Mar-06 03:25 UTC
[asterisk-users] Asterisk in the call center - how do you do it?
Here is the sipsak string I use: /usr/local/bin/sipsak -M -O desktop -B "MESSAGE HERE" -r 5060 -s sip:phone at 192.168.1.10 Where "MESSAGE HERE" shows up on the Snom phone display after this is sent. Of course this is just an example, in the application messages are posted on the phone display dynamically by the server depending on agent status. MATT--- On 3/5/08, Rob Hillis <rob at hillis.dyndns.org> wrote:> Interesting. Which type of SIP packet did you send? > > The method Paul is referring to below is a page you get GET with certain > parameters to reconfigure the phone via HTTP... > > > > Matt Florell wrote: > > I have done integrations with sipsak to do this with Snom phones as well: > > http://sipsak.org/ > > > > MATT--- > > > > On 3/5/08, Paul Hales <pdhales at optusnet.com.au> wrote: > > > >> And we found (recently) that if you send the right http packet to a snom > >> phone you can make the screen say "Agent 155" rather than the extension > >> number. :) > >> > >> PaulH > >> > >> > > > _______________________________________________ > -- 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 >