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defiance

2004-Aug-24 10:27 UTC

[Asterisk-Users] call queue help

Guys I am having some serious issues with my call queue and Management
is breathing down my neck pretty bad, and I am running out of ideas. 

I have a single queue for my tech support department. I originally was
using the AgentCallbackLogin for them and it tested out great on our
testing weekends, but it hasn't worked out since. It would only let one
of them take calls at a time, no matter what I set the ring strategy to.

So I set an extension up to do a dynamic login for them, this worked out
for about a day or so and it has started doing the same thing. Plus it
drops calls sometimes too. I don't have a dropped call problem anywhere
else in the company so I am assuming it is the queue. Can't find
anything strange (to me) in the logs, but they aren't the easiest on the
eyes.

So basically I need my queue to let all 4 of my tech guys login and take
calls, and not drop the calls they do get. 

Thanks in advance,
Chris Locke

Andrew Thompson

2004-Aug-24 12:55 UTC

head link

[Asterisk-Users] call queue help

defiance wrote:> Guys I am having some serious issues with my call queue and
> Management is breathing down my neck pretty bad, and I am running out
> of ideas.  
> 
> I have a single queue for my tech support department. I originally
> was using the AgentCallbackLogin for them and it tested out great on
> our testing weekends, but it hasn't worked out since. It would only
> let one of them take calls at a time, no matter what I set the ring
> strategy to.    
> 
> So I set an extension up to do a dynamic login for them, this worked
> out for about a day or so and it has started doing the same thing.
> Plus it drops calls sometimes too. I don't have a dropped call
> problem anywhere else in the company so I am assuming it is the
> queue. Can't find anything strange (to me) in the logs, but they
> aren't the easiest on the eyes.     
> 
> So basically I need my queue to let all 4 of my tech guys login and
> take calls, and not drop the calls they do get. 
How about posting us some .conf files?

-----
Andrew Thompson
http://aktzero.com/

defiance

2004-Aug-24 14:31 UTC

head link

[Asterisk-Users] call queue help

On Tue, 2004-08-24 at 14:55, Andrew Thompson wrote:> How about posting us some .conf files?
> 
> -----
> Andrew Thompson
> http://aktzero.com/

Here ya go...


[extensions.conf]

[general]

static=yes       ; These two lines prevent the command-line interface
writeprotect=yes ; from overwriting the config file. Leave them here.

[bogon-calls]

exten => _.,1,Congestion 

[incoming]



exten => s,1,Wait,2 ; Allow for PRI to grab info in facility
exten => s,2,BackGround(new-greeting)
exten => s,3,BackGround(new-mainmenu) 
exten => s,4,Wait,5
exten => s,5,BackGround(new-mainmenu)
exten => s,6,Wait,5
exten => s,7,Hangup


exten => 0,1,Goto(s,2)

exten => 1,1,SetCallerID(Toll Free No Cpub)
exten => 1,2,AGI(openclose.agi)
exten => 1,3,GotoIf($[${STATUS} = closed]?6:4)
exten => 1,4,GotoIf($[${STATUS} = holiday]?8:10)
exten => 1,5,Goto(1,10)
exten => 1,6,BackGround(nighttime-greeting)
exten => 1,7,Hangup
exten => 1,8,BackGround(holiday-greeting)
exten => 1,9,Hangup
exten => 1,10,Goto(tech-context,s,1)

exten => 2,1,Wait,1
exten => 2,2,SetCallerID(TimeIPS)
exten => 2,3,AGI(openclose.agi)
exten => 2,4,GotoIf($[${STATUS} = closed]?7:5)
exten => 2,5,GotoIf($[${STATUS} = holiday]?9:11)
exten => 2,6,Goto(2,11)
exten => 2,7,BackGround(nighttime-greeting)
exten => 2,8,Hangup
exten => 2,9,BackGround(holiday-greeting)
exten => 2,10,Hangup
exten => 2,11,Goto(time-ips-sales,s,1)

exten => 5,1,Wait,1
exten => 5,2,SetCallerID(Sales)
exten => 5,3,AGI(openclose.agi)
exten => 5,4,GotoIf($[${STATUS} = closed]?7:5)
exten => 5,5,GotoIf($[${STATUS} = holiday]?9:11)
exten => 5,6,Goto(5,11)
exten => 5,7,BackGround(nighttime-greeting)
exten => 5,8,Hangup
exten => 5,9,BackGround(holiday-greeting)
exten => 5,10,Hangup
exten => 5,11,Goto(sales-context,s,1)

exten => 7,1,Wait,1
exten => 7,2,Goto(2,1)

include => from-sip
include => tech-context
include => time-ips-sales
include => sales context

[sales]

exten => s,1,Wait,1
exten => s,2,SetCallerID(Sales)
exten => s,3,AGI(openclose.agi)
exten => s,4,GotoIf($[${STATUS} = closed]?7:5)
exten => s,5,GotoIf($[${STATUS} = holiday]?9:11)
exten => s,6,Goto(1,11)
exten => s,7,BackGround(nighttime-greeting)
exten => s,8,Goto(1,28)
exten => s,9,BackGround(holiday-greeting)
exten => s,10,Goto(1,28)
exten => s,11,Dial(SIP/3085,15|m)
exten => s,12,Dial(SIP/3082,15|m)
exten => s,13,Dial(SIP/3006,15|m)
exten => s,14,Dial(IAX2/3007,20|m)
exten => s,15,Background(sales-hold)
exten => s,16,WaitMusicOnHold(60)
exten => s,17,Dial(SIP/3085,15|m)
exten => s,18,Dial(SIP/3082,15|m)
exten => s,19,Dial(SIP/3006,15|m)
exten => s,20,Dial(IAX2/3007,20|m)
exten => s,21,Background(sales-hold)
exten => s,22,WaitMusicOnHold(60)
exten => s,23,Dial(SIP/3085,15|m)
exten => s,24,Dial(SIP/3082,15|m)
exten => s,25,Dial(SIP/3006,15|m)
exten => s,26,Dial(IAX2/3007,20|m)
exten => s,27,Voicemail(u3082)
exten => s,28,Hangup
include => from-sip

[tech]

exten => s,1,Wait,2 ; Allow for PRI to grab info in facility
exten => s,2,SetCallerID(Toll CPUB/Modem)
exten => s,3,AGI(openclose.agi)
exten => s,4,GotoIf($[${STATUS} = closed]?7:5)
exten => s,5,GotoIf($[${STATUS} = holiday]?9:11)
exten => s,6,Goto(s,10)
exten => s,7,BackGround(nighttime-greeting)
exten => s,8,Goto(s,14)
exten => s,9,BackGround(holiday-greeting)
exten => s,10,Goto(s,14)
exten => s,11,BackGround(greeting)
exten => s,12,Playback(tech-intro)
exten => s,13,Queue(tech)
exten => s,14,Hangup
exten => h,1,Hangup
exten => t,1,Hangup
include => from-sip

[from-sip]

;elizabeth chastain
exten => 3001,1,Dial(SIP/3001,20)
exten => 3001,2,Voicemail(u3001)
exten => 3001,3,Hangup

;accouting office
exten => 3003,1,Dial(SIP/3003,20)
exten => 3003,2,Voicemail(u3003)
exten => 3003,3,Hangup

;robert barger line 1
exten => 3005,1,Dial(SIP/3005,20)
exten => 3005,2,Voicemail(u3006)
exten => 3005,3,Hangup

;robert barger line 2
exten => 3006,1,Dial(SIP/3006,20)
exten => 3006,2,Dial(SIP/3005,20)
exten => 3006,3,Voicemail(u3006)
exten => 3006,4,Hangup

;lance chastain
exten => 3007,1,Dial(IAX2/3007,20)
exten => 3007,2,Voicemail(u3007)
exten => 3007,3,Hangup

;darcy latourette
exten => 3008,1,Dial(IAX2/3008,20)
exten => 3008,2,Voicemail(u3008)
exten => 3008,3,Hangup

;chris braun
exten => 3009,1,Dial(SIP/3009,20)
exten => 3009,2,Voicemail(u3009)
exten => 3009,3,Hangup

;julie gile 
exten => 3012,1,Dial(SIP/3012,20)
exten => 3012,2,Voicemail(u3012)
exten => 3012,3,Hangup

;ronda baker
exten => 3014,1,Dial(SIP/3014,20)
exten => 3014,2,Voicemail(u3014)
exten => 3014,3,Hangup

;cary morrison
exten => 3015,1,Dial(SIP/3015,20)
exten => 3015,2,Voicemail(u3015)
exten => 3015,3,Hangup

;dave ginskey
exten => 3030,1,Dial(IAX2/3030,20)
exten => 3030,2,Voicemail(u3030)
exten => 3030,3,Hangup

;darin raaf
exten => 3033,1,Dial(IAX2/3033,20)
exten => 3033,2,Dial(Zap/16/3048733,20)
exten => 3033,3,Voicemail(u3033)
exten => 3033,4,Hangup

;mike georges
exten => 3034,1,Dial(IAX2/3034,20)
exten => 3034,2,Dial(Zap/15/2046084,20)
exten => 3034,3,Voicemail(u3034)
exten => 3034,4,Hangup

;sharon kuhn
exten => 3035,1,Dial(SIP/3035,20)
exten => 3035,2,Voicemail(u3035)
exten => 3035,3,Hangup

;kim eaves
exten => 3037,1,Dial(SIP/3037,20)
exten => 3037,2,Voicemail(u3037)
exten => 3037,3,Hangup

;kim schwerdtfager
exten => 3042,1,Dial(SIP/3042,20)
exten => 3042,2,Voicemail(u3042)
exten => 3042,3,Hangup

;anthony fuller
exten => 3043,1,Dial(SIP/3043,20)
exten => 3043,2,Voicemail(u3043)
exten => 3043,3,Hangup

;jason landers
exten => 3044,1,Dial(SIP/3044,20)
exten => 3044,2,Voicemail(u3044)
exten => 3044,3,Hangup
:
;nathan kitchen
exten => 3045,1,Dial(SIP/3045,20)
exten => 3045,2,Voicemail(u3045)
exten => 3045,3,Hangup

;mattew blundon
exten => 3046,1,Dial(SIP/3046,20)
exten => 3046,2,Voicemail(u3046)
exten => 3046,3,Hangup

;tech cordless
exten => 3047,1,Dial(SIP/3047,20)
exten => 3047,2,Voicemail(u3043)
exten => 3047,3,Hangup

;anna marie chan
exten => 3050,1,Dial(SIP/3050,20)
exten => 3050,2,Voicemail(u3050)
exten => 3050,3,Hangup

;bharat bhushan
exten => 3060,1,Dial(SIP/3060,20)
exten => 3060,2,Voicemail(u3060)
exten => 3060,3,Hangup

;lenny ellis
exten => 3061,1,Dial(SIP/3061,20)
exten => 3061,2,Voicemail(u3061)
exten => 3061,3,Hangup

;chris locke
exten => 3062,1,Dial(SIP/3062,20)
exten => 3062,2,Voicemail(u3062)
exten => 3062,3,Hangup

;chris locke analog
exten => 3063,1,Dial(IAX2/3063,20)
exten => 3063,2,Voicemail(u3062)
exten => 3063,3,Hangup

;rob heaston
exten => 3064,1,Dial(SIP/3064,20)
exten => 3064,2,Voicemail(u3064)
exten => 3064,3,Hangup

;tyler chastain
exten => 3082,1,Dial(SIP/3082,20)
exten => 3082,2,Voicemail(u3082)
exten => 3082,3,Hangup

;carly miller
exten => 3085,1,Dial(SIP/3085,20)
exten => 3085,2,Voicemail(u3085)
exten => 3085,3,Hangup

;tech
exten => 3095,1,Dial(SIP/3095,20)
exten => 3095,2,Wait,1)
exten => 3095,3,Hangup

;tech
exten => 3096,1,Dial(SIP/3096,20)
exten => 3096,2,Wait,1
exten => 3096,3,Hangup

;this is to transfer to tech queue
exten => 3004,1,SetVar(QUEUE_PRIO=10)
exten => 3004,2,Queue(tech)

;this is to transfer to sales
exten => 3016,1,Goto(sales-context,s,1)

;Here are the conference rooms
exten => 8600,1,Meetme(8600|M)
exten => 8601,1,Meetme(8601|M)

;this is for parking calls
include => parkedcalls
include => tech-context
include => incoming

exten => 300,1,ADSIProg()

;here is our intercom
exten => 6000,1,Dial,console/dsp
exten => 6000,2,Hangup
;here is where the agents login

;anthony
exten => 2000,1,AgentCallbackLogin(1000|@from-sip)

;nathan
exten => 2001,1,AgentCallbackLogin(1001|@from-sip)

;jason
exten => 2002,1,AgentCallbackLogin(1002|@from-sip)

;matthew
exten => 2003,1,AgentCallbackLogin(1003|@from-sip)

;voicemail
exten => 2999,1,VoicemailMain(${CALLERIDNUM})
exten => 2888,1,VoicemailMain(3043)


;test

exten => 91,1,AddQueueMember(tech)
exten => 91,2,Playback(agent-loginok)
exten => 91,3,Hangup



exten => 92,1,RemoveQueueMember(tech)
exten => 92,2,Playback(agent-loggedoff)
exten => 92,3,Hangup

include => local-trunks
include => toll-access


[sales-context]

exten => s,1,Background(sales-menu)
exten => s,2,Dial(SIP/3082,15|m)
exten => s,3,WaitMusicOnHold(30)
exten => s,4,Dial(SIP/3006,15|m)
exten => s,5,WaitMusicOnHold(30)
exten => s,6,Dial(IAX2/3007,20|m)
exten => s,7,Background(sales-hold)
exten => s,8,WaitMusicOnHold(60)
exten => s,9,Dial(SIP/3085,15|m)
exten => s,10,WaitMusicOnHold(30)
exten => s,11,Dial(SIP/3082,15|m)
exten => s,12,WaitMusicOnHold(30)
exten => s,13,Dial(SIP/3006,15|m)
exten => s,14,WaitMusicOnHold(30)
exten => s,15,Dial(IAX2/3007,20|m)
exten => s,16,Background(sales-hold)
exten => s,17,WaitMusicOnHold(60)
exten => s,18,Dial(SIP/3085,15|m)
exten => s,19,WaitMusicOnHold(30)
exten => s,20,Dial(SIP/3082,15|m)
exten => s,21,WaitMusicOnHold(30)
exten => s,22,Dial(SIP/3006,15|m)
exten => s,23,WaitMusicOnHold(30)
exten => s,24,Dial(IAX2/3007,20|m)
exten => s,25,Voicemail(u3082)
exten => s,26,Hangup

exten => 2,1,SetVar(QUEUE_PRIO=5)
exten => 2,2,Queue(tech)

include => from-sip
include => incoming

[tech-context]
exten => s,1,BackGround(new-tech-menu)
exten => s,2,Wait,5
exten => s,3,SetCallerID(Stratitec Support)
exten => s,4,SetVar(QUEUE_PRIO=5)
exten => s,5,Queue(tech)
exten => s,6,Hangup
exten => 1,1,Playback(cpub-support)
exten => 1,2,Hangup
exten => 5,1,SetCallerID(TimeIPS Support)
exten => 5,2,SetVar(QUEUE_PRIO=8)
exten => 5,3,Queue(tech)  
exten => 5,4,Hangup
exten => h,1,Hangup
exten => t,1,Hangup
include => from-sip
include => incoming

[time-ips-sales]

exten => s,1,Background(timeips-sales)

exten => 1,1,Goto(s,1)

exten => 5,1,SetVar(QUEUE_PRIO=8)
exten => 5,2,Queue(tech)

exten => 2,1,Wait(1)
exten => 2,2,Dial(SIP/3082,15|m)
exten => 2,3,WaitMusicOnHold(30)
exten => 2,4,Dial(SIP/3006,15|m)
exten => 2,5,WaitMusicOnHold(30)
exten => 2,6,Dial(IAX2/3007,20|m)
exten => 2,7,Background(sales-hold)
exten => 2,8,WaitMusicOnHold(60)
exten => 2,9,Dial(SIP/3085,15|m)
exten => 2,10,WaitMusicOnHold(30)
exten => 2,11,Dial(SIP/3082,15|m)
exten => 2,12,WaitMusicOnHold(30)
exten => 2,13,Dial(SIP/3006,15|m)
exten => 2,14,WaitMusicOnHold(30)
exten => 2,15,Dial(IAX2/3007,20|m)
exten => 2,16,Background(sales-hold)
exten => 2,17,WaitMusicOnHold(60)
exten => 2,18,Dial(SIP/3085,15|m)
exten => 2,19,WaitMusicOnHold(30)
exten => 2,20,Dial(SIP/3082,15|m)
exten => 2,21,WaitMusicOnHold(30)
exten => 2,22,Dial(SIP/3006,15|m)
exten => 2,23,WaitMusicOnHold(30)
exten => 2,24,Dial(IAX2/3007,20|m)
exten => 2,25,Voicemail(u3082)
exten => 2,26,Hangup

exten => 3,1,Wait(1)
exten => 3,2,Dial(SIP/3082,15|m)
exten => 3,1,Wait(1)
exten => 3,2,Dial(SIP/3082,15|m)
exten => 3,3,WaitMusicOnHold(30)
exten => 3,4,Dial(SIP/3006,15|m)
exten => 3,5,WaitMusicOnHold(30)
exten => 3,6,Dial(IAX2/3007,20|m)
exten => 3,7,Background(sales-hold)
exten => 3,8,WaitMusicOnHold(60)
exten => 3,9,Dial(SIP/3085,15|m)
exten => 3,10,WaitMusicOnHold(30)
exten => 3,11,Dial(SIP/3082,15|m)
exten => 3,12,WaitMusicOnHold(30)
exten => 3,13,Dial(SIP/3006,15|m)
exten => 3,14,WaitMusicOnHold(30)
exten => 3,15,Dial(IAX2/3007,20|m)
exten => 3,16,Background(sales-hold)
exten => 3,17,WaitMusicOnHold(60)
exten => 3,18,Dial(SIP/3085,15|m)
exten => 3,19,WaitMusicOnHold(30)
exten => 3,20,Dial(SIP/3082,15|m)
exten => 3,21,WaitMusicOnHold(30)
exten => 3,22,Dial(SIP/3006,15|m)
exten => 3,23,WaitMusicOnHold(30)
exten => 3,24,Dial(IAX2/3007,20|m)
exten => 3,25,Voicemail(u3082)
exten => 3,26,Hangup

include => from-sip
include => incoming

[local-trunks]


exten => _9NXXXXXX,1,Dial(Zap/3/${EXTEN:1})
exten => _9NXXXXXX,2,Dial(Zap/4/${EXTEN:1})
exten => _9NXXXXXX,3,Dial(Zap/5/${EXTEN:1})
exten => _9NXXXXXX,4,Dial(Zap/6/${EXTEN:1})
exten => _9NXXXXXX,5,Dial(Zap/8/${EXTEN:1})
exten => _9NXXXXXX,6,Dial(Zap/19/${EXTEN:1})
exten => _9NXXXXXX,7,Dial(Zap/23/${EXTEN:1})
exten => _9NXXXXXX,8,Dial(Zap/24/${EXTEN:1})
exten => _9NXXXXXX,9,Congestion
include => from-sip

[toll-free]

;exten => _91800NXXXXXX,1,Dial(Zap/13/${EXTEN:1})
;exten => _91800NXXXXXX,2,Congestion
;exten => _91888NXXXXXX,1,Dial(Zap/14/${EXTEN:1})
;exten => _91888NXXXXXX,2,Congestion
;exten => _91877NXXXXXX,1,Dial(Zap/15/${EXTEN:1})
;exten => _91877NXXXXXX,2,Congestion
;exten => _91866NXXXXXX,1,Dial(Zap/16/${EXTEN:1})
;exten => _91866NXXXXXX,2,Congestion


[toll-access]

exten => _91NXXNXXXXXX,1,Dial(Zap/3/${EXTEN:1})
exten => _91NXXNXXXXXX,2,Dial(Zap/4/${EXTEN:1})
exten => _91NXXNXXXXXX,3,Dial(Zap/5/${EXTEN:1})
exten => _91NXXNXXXXXX,4,Dial(Zap/6/${EXTEN:1})
exten => _91NXXNXXXXXX,5,Dial(Zap/8/${EXTEN:1})
exten => _91NXXNXXXXXX,6,Dial(Zap/19/${EXTEN:1})
exten => _91NXXNXXXXXX,7,Dial(Zap/23/${EXTEN:1})
exten => _91NXXNXXXXXX,8,Dial(Zap/24/${EXTEN:1})
exten => _91NXXNXXXXXX,9,Congestion
ignorepat => 9                  
include => from-sip             
include => local-trunk

[agents.conf]
;
; Agent configuration
;
;
[agents]
;
;autologoff=15
;ackcall=yes
;wrapuptime=15000
musiconhold => default
updatecdr=no
group=1
;recordagentcalls=yes
;recordformat=gsm
;createlink=yes
;custom_beep=beep

; This section contains the agent definitions, in the form:
; agent => agentid,agentpassword,name

;Tech Support

agent => 1000,1234,Anthony Fuller
agent => 1001,1234,Nathan Kitchen
agent => 1002,1234,Jason Landers
agent => 1003,1234,Matthew Blundon

[queues.conf]


[tech]
;music = conf
strategy = leastrecent
timeout = 25
retry = 5
;wrapuptime=15
;maxlen = 0
;announce-frequency = 500 
;announce-holdtime = no
;announce-round-seconds = 10
;queue-youarenext = queue-youarenext            ;       ("You are now
first in line.")
;queue-thereare = queue-thereare                ;       ("There are")
;queue-callswaiting = queue-callswaiting                ;       ("calls
waiting.")
;queue-holdtime = queue-holdtime                        ;       ("The
current est. holdtime is")
;queue-minutes = queue-minutes                  ;       ("minutes.")
;queue-seconds = queue-seconds                  ;       ("seconds.")
;queue-thankyou = queue-thankyou                        ;       ("Thank
you for your patience.")
;monitor-format = wav
;monitor-join = yes
member => Agent/1000
member => Agent/1001
member => Agent/1002
member => Agent/1003

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