I am running the latest version of Trixbox. I setup using freepbx a Digital
Receptionist that asks the user to enter 1 for Sales or 2 for Support or 3 for
Billing. If they select Sales or Support they are taken to a sales or support
Queue that I created. I setup each of these queues to accept calls even if no
agent is present.
If no agent is logged into the queue the user sits as expected till the timeout
of 10 minutes and then goes to voicemail as expected. If a agent logs into the
queu for sales as an example using 100* then as a person calls in they will get
a notification that there is a call. If the Agent does nothing the caller simply
remains in the queue as expected. However on the Agent SoftPhone (X-Lite) they
have the option of clicking IGNORE. If they click ignore then the user hears a
messsage "All Circuits are busy now". I would have expected that he
caller would simply remain in the queue if this was clicked. What can I do to
change the behaviour of this?
The second thing that I dont seem to have a handle on is that if I add a set of
static agents as showing for my support queue and those agents are not logged
into the system. The user gets an immediate "All circuits are busy now.
Please try your call again later". I would have thought that since I did
not require an agent to be in the queue for hte queue to accept calls that the
user would simply sit in the queue waiting. Or perhaps go to the failover that I
have setup which is to go to a voicemail extension.
My settings are listed below. Thanks in advance for any help.
1. Digital Recepitionist - Greets the user and offers then to enter 1 for sales
or 2 for support.
[ivr-2]
include => ivr-2-custom
include => ext-findmefollow
include => ext-local
include => app-directory
exten => h,1,Hangup
exten => s,1,Set(LOOPCOUNT=0)
exten => s,n,Set(__DIR-CONTEXT=default)
exten => s,n,Answer
exten => s,n,Wait(1)
exten => s,n(begin),Set(TIMEOUT(digit)=3)
exten => s,n,Set(TIMEOUT(response)=10)
exten => s,n,Background(custom/IVR3)
exten => hang,1,Playback(vm-goodbye)
exten => hang,n,Hangup
exten => 1,1,Goto(ext-queues,100,1)
exten => 2,1,Goto(ext-queues,101,1)
exten => 3,1,Goto(ext-local,202,1)
exten => i,1,Playback(invalid)
exten => i,n,Goto(loop,1)
exten => t,1,Goto(loop,1)
exten => loop,1,Set(LOOPCOUNT=$[${LOOPCOUNT} + 1])
exten => loop,n,GotoIf($[${LOOPCOUNT} > 2]?hang,1)
exten => loop,n,Goto(ivr-2,s,begin)
exten => fax,1,Goto(ext-fax,in_fax,1)
2. Queues - Sales Queue and Support Queue created. Sales is 100 and support is
101
[100]
wrapuptime=30
timeout=10
strategy=roundrobin
retry=10
queue-youarenext=queue-youarenext
queue-thereare=queue-thereare
queue-thankyou=queue-thankyou
queue-callswaiting=queue-callswaiting
music=default
monitor-join=yes
monitor-formatmaxlen=5
leavewhenempty=no
joinempty=Yes
contextannounce-holdtime=once
announce-frequency=180
[101]
wrapuptime=30
timeout=10
strategy=ringall
retry=10
queue-youarenext=queue-youarenext
queue-thereare=queue-thereare
queue-thankyou=queue-thankyou
queue-callswaiting=queue-callswaiting
music=default
monitor-join=yes
monitor-formatmember=Local/201@from-internal,0
maxlen=5
leavewhenempty=no
joinempty=Yes
contextannounce-holdtime=once
announce-frequency=180
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