asterisk users - Jun 2006 - Fwd: FW: Creating Queues on Asterisk server - Sendingingress calls off-net to either PSTN or another VoIPapplication - thoughts?

---------- Forwarded message ----------
From: Christopher Aloi <chris.aloi@gmail.com>
Date: Jun 18, 2006 9:52 PM
Subject: Re: FW: [Asterisk-Users] Creating Queues on Asterisk server -
Sendingingress calls off-net to either PSTN or another VoIPapplication -
thoughts?
To: Alexander Lopez <Alex.Lopez@opsys.com>

Alexander,

Thanks for your reply, may I ask a few questions?

- Does the Asterisk server maintain any type or presence for the agents?
(i'm assuming this wouldn't be possible since your shooting the call out
POTS)

- How do your off-network callback agents identify their location to the
Asterisk server?

- Are you able to describer your dialplan configuration in detail?

Thanks again,

/Chris

On 6/18/06, Alexander Lopez <Alex.Lopez@opsys.com> wrote:
>   I do this type of thing right now, with both agents that are logged in
> and callback agents, All off site and via PSTN
>
>
>
>
>  ------------------------------
>
> *From:* asterisk-users-bounces@lists.digium.com [mailto:
> asterisk-users-bounces@lists.digium.com] *On Behalf Of *Christopher Aloi
> *Sent:* Sunday, June 18, 2006 8:19 PM
> *To:* asterisk-users@lists.digium.com
> *Subject:* [Asterisk-Users] Creating Queues on Asterisk server -
> Sendingingress calls off-net to either PSTN or another VoIPapplication -
> thoughts?
>
>
>
> Hello,
>
> Long time subscriber/reader of this list - thank you for all the great
> ideas.
>
> Scenario:
>
> We currently provide a hosted ACD system using Mitel phones (speaking the
> Minet protocol) to an NCI based server solution.  The logic behind this
> choice was the emulation of key system features etc...
>
> Many of our clients have asked for basic call queue functionality:
> - Agents having the ability to login to a specific queue
> - Call distributed to that queue based on criteria
> - Basic reporting (ASA, AHT etc..)
>
> Solutions:
>
> - Flip the Mitel phones to load a SIP firmware and speak to AST (althought
> i'd love it, the powers that be probably won't)
> - Use the Asterisk queueing ability to send calls off network (AST) to the
> NCI platform (the Asterisk box can send these calls via SIP or TDM through
a
> gateway).
>
> Goals:
>
> I'd like to create an Asterisk server running multiple queues for
multiple
> tenants (or customers) that can provide the ability for agents to login
> remotely (either via an ingress call to AST or a www gui).  The call flow
> would be similar to this:
>
> Agent#1 - logs into Mitel phone
> Agent#1 - Dials XXX XXX XXXX into Astersik
> Agent#1 - Hears a prompt on Asterisk to login to a specifc queue
> Agent#1 - Passes DTMF and becomes 'available' in the eyes of
Asterisk
> Agent#1 - Is now in queue
>
> *repeat for three agents*
>
> Now, all three agents are in an available state to Asterisk, and logged
> into our one queue.  If Asterisk receives a call on a specific DID it will
> attempt to send the goal to agent#1, if agent#1 rings three times or
returns
> a 'busy here' the call will pass to agent#2 etc.
>
> The challenge I see will be configuring an off-network queue, is anyone
> working with a similar setup?
>
> Does anyone have any thoughts on how to better accomplish my goals?
>
> Thanks in advance.
>
> /Chris
>
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