asterisk users - Mar 2008 - callers in queue passed to agents who accept only one call at a time

I have a queue I configured as "strict" and a cron
script I use to QueueAdd and QueueRemove agents
according to my company's requirements. Usually I have
2 or 3 agents at a time and the ring strategy is
ringall.

These agents use non-open-source Windows softphones
that do not let you configure it so that if they're on
the phone, a second call will be rejected (agent
busy). Instead, it's as if they had call waiting and
incoming calls keep popping up while they're
conversating with the first caller and they would like
to avoid this.

I guess the easiest solution would be to find an
open-source or free softphone that can be configured
to accept only one call at a time (currently using
SJphone).

Another solution would be if I could tell the Queue()
application that if an agent is InUse then don't pass
the call.

Still another yet more delicate solution would be to
have a custom script "receive" manager events related
to the queue which in turn replies with an agi
command. For example, whenever an agent answers a call
I think that an event such as QueueMemberStatus can be
triggered (although I don't know how). If the custom
script could receive this event in realtime then it
would run an agi command such as
QueueRemove(busyagent...). When the agent is free
again I suppose the same event is triggered and the
custom script can QueueAdd(freeagent...).

Could anyone please give me some pointers on this?

Thanks!

Vieri




     
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On Thu, Mar 27, 2008 at 6:32 PM, Vieri <rentorbuy at yahoo.com>
wrote:
> I have a queue I configured as "strict" and a cron
>  script I use to QueueAdd and QueueRemove agents
>  according to my company's requirements. Usually I have
>  2 or 3 agents at a time and the ring strategy is
>  ringall.
>
>  These agents use non-open-source Windows softphones
>  that do not let you configure it so that if they're on
>  the phone, a second call will be rejected (agent
>  busy). Instead, it's as if they had call waiting and
>  incoming calls keep popping up while they're
>  conversating with the first caller and they would like
>  to avoid this.
>
>  I guess the easiest solution would be to find an
>  open-source or free softphone that can be configured
>  to accept only one call at a time (currently using
>  SJphone).
>
>  Another solution would be if I could tell the Queue()
>  application that if an agent is InUse then don't pass
>  the call.
>
>  Still another yet more delicate solution would be to
>  have a custom script "receive" manager events related
>  to the queue which in turn replies with an agi
>  command. For example, whenever an agent answers a call
>  I think that an event such as QueueMemberStatus can be
>  triggered (although I don't know how). If the custom
>  script could receive this event in realtime then it
>  would run an agi command such as
>  QueueRemove(busyagent...). When the agent is free
>  again I suppose the same event is triggered and the
>  custom script can QueueAdd(freeagent...).
>
>  Could anyone please give me some pointers on this?
In queues.conf set ringinuse=no
Also make sure that you don't use realtime sip peers (or use
rtcachefriends with that). Probably you also need call-limit set to
any value in sip.conf

For more info see
http://www.voip-info.org/wiki-Asterisk+config+sip.conf

Regards,
Atis


-- 
Atis Lezdins,
VoIP Project Manager / Developer,
atis at iq-labs.net
Skype: atis.lezdins
Cell Phone: +371 28806004
Cell Phone: +1 800 7300689
Work phone: +1 800 7502835

calllimit in sip.conf and you are done

Vieri escribi?:
> I have a queue I configured as "strict" and a cron
> script I use to QueueAdd and QueueRemove agents
> according to my company's requirements. Usually I have
> 2 or 3 agents at a time and the ring strategy is
> ringall.
>
> These agents use non-open-source Windows softphones
> that do not let you configure it so that if they're on
> the phone, a second call will be rejected (agent
> busy). Instead, it's as if they had call waiting and
> incoming calls keep popping up while they're
> conversating with the first caller and they would like
> to avoid this.
>
> I guess the easiest solution would be to find an
> open-source or free softphone that can be configured
> to accept only one call at a time (currently using
> SJphone).
>
> Another solution would be if I could tell the Queue()
> application that if an agent is InUse then don't pass
> the call.
>
> Still another yet more delicate solution would be to
> have a custom script "receive" manager events related
> to the queue which in turn replies with an agi
> command. For example, whenever an agent answers a call
> I think that an event such as QueueMemberStatus can be
> triggered (although I don't know how). If the custom
> script could receive this event in realtime then it
> would run an agi command such as
> QueueRemove(busyagent...). When the agent is free
> again I suppose the same event is triggered and the
> custom script can QueueAdd(freeagent...).
>
> Could anyone please give me some pointers on this?
>
> Thanks!
>
> Vieri
>
>
>
>
>      
____________________________________________________________________________________
> Looking for last minute shopping deals?  
> Find them fast with Yahoo! Search. 
http://tools.search.yahoo.com/newsearch/category.php?category=shopping
>
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