Say I have agents using a softphone like eyebeam that has 6 lines. They log in to the queue. Say there are 3 agents in my queue. 3 calls come in and all three agents are on a call. Now a fourth call comes in. Is it possible to have it setup so that the 4 call rings on line 2 of one of my agents, if they don't get it within the time limit it rings on line 2 of another agent and so on. An agent can then put their current call on hold and go to the new call, say something like "thanks for calling please hold", then go back to their first call, finish it up and then go back to the second call. I hope that made sense. I'm sure there is a way to get it done, but how flexible is the current queue system in Asterisk with stuff like this? -- Michael Sampson Information Systems Manager Customer Contact Services msampson@yourccsteam.com 952-936-4000
The default queue configuration would achieve this. Based on your queue calling method (ringall, roundrobin, etc), all the agents would be able to receive the 2nd call, and whoever answers it first gets it. Wes Baehr> -----Original Message----- > From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users- > bounces@lists.digium.com] On Behalf Of Michael Sampson > Sent: Tuesday, November 07, 2006 1:39 PM > To: Asterisk Users Mailing List - Non-Commercial Discussion > Subject: [asterisk-users] Queues and multiple lines > > Say I have agents using a softphone like eyebeam that has 6 lines. They > log in to the queue. Say there are 3 agents in my queue. 3 calls come in > and all three agents are on a call. Now a fourth call comes in. Is it > possible to have it setup so that the 4 call rings on line 2 of one of > my agents, if they don't get it within the time limit it rings on line 2 > of another agent and so on. An agent can then put their current call on > hold and go to the new call, say something like "thanks for calling > please hold", then go back to their first call, finish it up and then go > back to the second call. I hope that made sense. I'm sure there is a way > to get it done, but how flexible is the current queue system in Asterisk > with stuff like this? > > -- > Michael Sampson > Information Systems Manager > Customer Contact Services > msampson@yourccsteam.com > 952-936-4000 > > _______________________________________________ > --Bandwidth and Colocation provided by Easynews.com -- > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users
Using SIP: Just create another user account say the softphones user's name is bob: create [bob] (bob's main line on his softphone) create [bob1] (same configuration options, then you can do all your other configurations for this user ) hope this helps anyone is open to correcting me :] my 2 cents `KruZ~>From: Michael Sampson <msampson@yourccsteam.com> >Reply-To: Asterisk Users Mailing List - Non-Commercial >Discussion<asterisk-users@lists.digium.com> >To: Asterisk Users Mailing List - Non-Commercial >Discussion<asterisk-users@lists.digium.com> >Subject: [asterisk-users] Queues and multiple lines >Date: Tue, 07 Nov 2006 12:39:25 -0600 >MIME-Version: 1.0 >Received: from lists.digium.com ([69.16.138.164]) by >bay0-mc10-f2.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Tue, 7 >Nov 2006 11:19:53 -0800 >Received: from digium-69-16-138-164.phx1.puregig.net (localhost >[127.0.0.1])by lists.digium.com (Postfix) with ESMTP id 4DB2F7FC803;Tue, 7 >Nov 2006 11:40:05 -0700 (MST) >Received: from psmtp.com (exprod8mx47.postini.com [64.18.3.147])by >lists.digium.com (Postfix) with SMTP id 5FE2E7FC6FAfor ><asterisk-users@lists.digium.com>;Tue, 7 Nov 2006 11:39:21 -0700 (MST) >Received: from source ([207.195.195.18]) (using TLSv1) >byexprod8mx47.postini.com ([64.18.7.10]) with SMTP; Tue, 07 Nov 2006 >10:39:30 PST >Received: from [192.168.1.35] ([71.39.108.129])by unix18.sihope.com >(8.12.10/8.12.10) with ESMTP id kA7IdQSc050775for ><asterisk-users@lists.digium.com>;Tue, 7 Nov 2006 12:39:26 -0600 >(CST)(envelope-from msampson@yourccsteam.com) >X-Message-Info: txF49lGdW41fv5JCf0u+LC0BEkvsM92gePhvdubElwo>X-Original-To: asterisk-users@lists.digium.com >Delivered-To: asterisk-users@lists.digium.com >User-Agent: Thunderbird 1.5.0.7 (Windows/20060909) >X-pstn-levels: (S:49.30289/99.90000 FC:95.5390 LC:95.5390 R:95.9108 >P:95.9108M:97.0282 C:98.6951 ) >X-pstn-settings: 3 (1.0000:1.0000) s fc lc gt3 gt2 gt1 r p m c >X-pstn-addresses: from <msampson@yourccsteam.com> [db-null] X-BeenThere: >asterisk-users@lists.digium.com >X-Mailman-Version: 2.1.5 >Precedence: list >List-Id: Asterisk Users Mailing List - Non-Commercial >Discussion<asterisk-users.lists.digium.com> >List-Unsubscribe: ><http://lists.digium.com/mailman/listinfo/asterisk-users>,<mailto:asterisk-users-request@lists.digium.com?subject=unsubscribe> >List-Archive: <http://lists.digium.com/pipermail/asterisk-users> >List-Post: <mailto:asterisk-users@lists.digium.com> >List-Help: <mailto:asterisk-users-request@lists.digium.com?subject=help> >List-Subscribe: ><http://lists.digium.com/mailman/listinfo/asterisk-users>,<mailto:asterisk-users-request@lists.digium.com?subject=subscribe> >Errors-To: asterisk-users-bounces@lists.digium.com >Return-Path: asterisk-users-bounces@lists.digium.com >X-OriginalArrivalTime: 07 Nov 2006 19:20:03.0766 (UTC) >FILETIME=[BA0B9560:01C702A1] > >Say I have agents using a softphone like eyebeam that has 6 lines. They log >in to the queue. Say there are 3 agents in my queue. 3 calls come in and >all three agents are on a call. Now a fourth call comes in. Is it possible >to have it setup so that the 4 call rings on line 2 of one of my agents, if >they don't get it within the time limit it rings on line 2 of another agent >and so on. An agent can then put their current call on hold and go to the >new call, say something like "thanks for calling please hold", then go back >to their first call, finish it up and then go back to the second call. I >hope that made sense. I'm sure there is a way to get it done, but how >flexible is the current queue system in Asterisk with stuff like this? > >-- >Michael Sampson >Information Systems Manager >Customer Contact Services >msampson@yourccsteam.com >952-936-4000 > >_______________________________________________ >--Bandwidth and Colocation provided by Easynews.com -- > >asterisk-users mailing list >To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users_________________________________________________________________ Get FREE company branded e-mail accounts and business Web site from Microsoft Office Live http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/
I think you could enable call waiting (*70) on those stations and they would have the second line ring in. This is what I have done in the past. The second call would continue to use the ring strategy configured in the queue. You can also enable call waiting from the Asterisk command line by typing: database put CW XXX ENABLED (where XXX is the extension) Not sure if this is what you're looking for, but hope it helps. Regards, Shane ------------------------------ Message: 9 Date: Tue, 07 Nov 2006 12:39:25 -0600 From: Michael Sampson <msampson@yourccsteam.com> Subject: [asterisk-users] Queues and multiple lines To: Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users@lists.digium.com> Message-ID: <4550D2DD.8090608@yourccsteam.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Say I have agents using a softphone like eyebeam that has 6 lines. They log in to the queue. Say there are 3 agents in my queue. 3 calls come in and all three agents are on a call. Now a fourth call comes in. Is it possible to have it setup so that the 4 call rings on line 2 of one of my agents, if they don't get it within the time limit it rings on line 2 of another agent and so on. An agent can then put their current call on hold and go to the new call, say something like "thanks for calling please hold", then go back to their first call, finish it up and then go back to the second call. I hope that made sense. I'm sure there is a way to get it done, but how flexible is the current queue system in Asterisk with stuff like this? -- Michael Sampson Information Systems Manager Customer Contact Services msampson@yourccsteam.com 952-936-4000
Michael Sampson wrote ..> Say I have agents using a softphone like eyebeam that has 6 lines. > They > log in to the queue. Say there are 3 agents in my queue. 3 calls come > in > and all three agents are on a call. Now a fourth call comes in. Is it > possible to have it setup so that the 4 call rings on line 2 of one > of > my agents, if they don't get it within the time limit it rings on > line 2 > of another agent and so on. An agent can then put their current call > on > hold and go to the new call, say something like "thanks for calling > please hold", then go back to their first call, finish it up and then > go > back to the second call.Michael, I don't think you want to do this in a Contact Centre environment. Remember that once the agent has answered the call you have now locked the caller to that agent. If another agent becomes available first, they will no longer get the call. The free agent will sit idle (or get the next call in queue which is NOT the caller who was answered). The caller who was answered on line "x" by the other agent must wait in perpetuity for the agent to become available, yet their TALK TIME clock is running as the call WAS ANSWERED and ASSIGNED to the agent. You are better to play announcements during the queue wait time to say whatever you want communicated to the people in queue. This way they maintain their position in queue, the availability to be assigned to any available agent that becomes available and their call stats work out. The call stats are really important as this is how you are going to measure you agents. Even if you can separate the hold/talk times, your stats for the agents will become meaningless and hurt your Work Force Management (WFM) programs and seriously impair you ability to manage/measure your people. dbc.