asterisk users - Apr 2006 - call queue problems

Hi everyone
I am having problems with my call queue
We currently run a customer care call center which has attendants login
during the daytime. Customers who call the 'customer care line (a specific
number) always get routed to the cutomer care queue (called 124). After
hours, staffs of the Network operating center provide customer care services
for customers who call in after the last customer care staff logs out of the
call queue

During the day time, calls must not (under any circumstances) be routed to
the Network OC for any reasons

My pressent implementation works after hours, when no noe islogged in but
calls still get routed to the NOC during the Day time. This is caused by the
timeout value that i set.

What can i do to remedy this or is there a way to query * if there are
logged on users? (something like CHANISAVAIL apps)


here are some of my configurations!!

This is where calls enter the * PBX, the 'XXXXXX' represent the zap
number
assigned by our telco
=====================================================================[ext-did]
exten => XXXXXX,2,Goto(aa_6,s,1)
exten => XXXXXX,1,SetVar(FROM_DID=XXXXXX)


[aa_6]
include => aa_6-custom
exten => 1,1,Goto(ext-queues,124,1)       ;  if user presses 1 go to
customer support queue
exten => 2,1,Goto(ext-queues,124,1)         ; if user presses 2 go to
customer suppor queue
exten => 3,1,Goto(aa_4,s,1)     ;                  if user presses 3
exten => fax,1,Goto(ext-fax,in_fax,1)   ;
exten => h,1,Hangup()   ;
exten => i,1,Playback(invalid)  ;
exten => i,2,Goto(s,7)  ;
include => ext-local
include => app-messagecenter
include => app-directory
exten => s,1,GotoIf($[${DIALSTATUS} = ANSWER]?4)        ;
exten => s,2,Answer()   ;
exten => s,3,Wait(1)    ;
exten => s,4,SetVar(DIR-CONTEXT=general)        ;
exten => s,5,DigitTimeout(3)    ; tech support main
exten => s,6,ResponseTimeout(7) ;
exten => s,7,Background(custom/aa_6)    ;  'welcome to customer support
queue press 1 for tech, press2 for enquiry'
exten => s,8,Wait(1)
exten => s,9,Goto(ext-queues,124,1)      ; at timeout goto customer support
queue





This is where all the queue calls are routed
===============================[ext-queues]
include => ext-queues-custom
exten => 123,1,Answer() ;                             [NOC queue]
exten => 123,2,SetCIDName(${CALLERIDNAME})      ;
exten =>
123,3,SetVar(MONITOR_FILENAME=/var/spool/asterisk/monitor/q${EXTEN}-${T
IMESTAMP}-${UNIQUEID})  ;
exten => 123,4,Queue(123|t|||180)       ; NOC
exten => 123,5,Goto(ext-queues,123,1)   ;
exten => 123*,1,Macro(agent-add,123,)   ;
exten => 123**,1,Macro(agent-del,123)   ;
exten => 124,1,Answer() ;                      [Customer support queue]
exten => 124,2,SetCIDName(${CALLERIDNAME})      ;
exten =>
124,3,SetVar(MONITOR_FILENAME=/var/spool/asterisk/monitor/q${EXTEN}-${T
IMESTAMP}-${UNIQUEID})  ;
exten => 124,4,Queue(124|t|||6) ; csr
exten => 124,5,Goto(ext-queues,123,1)   ;
exten => 124*,1,Macro(agent-add,124,)   ;
exten => 124**,1,Macro(agent-del,124)   ;


Urgen replies are neded

Thanks
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.digium.com/pipermail/asterisk-users/attachments/20060423/b95bd740/attachment.htm

Hi,

What I would suggest doing, since we have a similar setup (where our 24 
support contracts can enter a pin number to be routed to an on call 
tech) is I use the function QUEUEAGENTCOUNT(queue name). Since you said 
that the calls should only be routed after the last support person logs 
out, just do a test to see if there is anyone logged in the queue, if 
not, send them to the NOC.

example:

exten => s,1,gotoif,$[${QUEUEAGENTCOUNT(124)} > 0]?YES:NO
exten => s,n(YES),queue(124) ;Since there are more then 0 people in your 
queue
exten => s,n(NO),queue(123)   ; If there less then or equal to 0

You also can run other tests and use logic and's and or's to make the 
tests more complex.

Hopefully this will help,

Kevin