Vieri
2008-Mar-27 16:32 UTC
[asterisk-users] callers in queue passed to agents who accept only one call at a time
I have a queue I configured as "strict" and a cron script I use to QueueAdd and QueueRemove agents according to my company's requirements. Usually I have 2 or 3 agents at a time and the ring strategy is ringall. These agents use non-open-source Windows softphones that do not let you configure it so that if they're on the phone, a second call will be rejected (agent busy). Instead, it's as if they had call waiting and incoming calls keep popping up while they're conversating with the first caller and they would like to avoid this. I guess the easiest solution would be to find an open-source or free softphone that can be configured to accept only one call at a time (currently using SJphone). Another solution would be if I could tell the Queue() application that if an agent is InUse then don't pass the call. Still another yet more delicate solution would be to have a custom script "receive" manager events related to the queue which in turn replies with an agi command. For example, whenever an agent answers a call I think that an event such as QueueMemberStatus can be triggered (although I don't know how). If the custom script could receive this event in realtime then it would run an agi command such as QueueRemove(busyagent...). When the agent is free again I suppose the same event is triggered and the custom script can QueueAdd(freeagent...). Could anyone please give me some pointers on this? Thanks! Vieri ____________________________________________________________________________________ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping
Atis Lezdins
2008-Mar-27 23:59 UTC
[asterisk-users] callers in queue passed to agents who accept only one call at a time
On Thu, Mar 27, 2008 at 6:32 PM, Vieri <rentorbuy at yahoo.com> wrote:> I have a queue I configured as "strict" and a cron > script I use to QueueAdd and QueueRemove agents > according to my company's requirements. Usually I have > 2 or 3 agents at a time and the ring strategy is > ringall. > > These agents use non-open-source Windows softphones > that do not let you configure it so that if they're on > the phone, a second call will be rejected (agent > busy). Instead, it's as if they had call waiting and > incoming calls keep popping up while they're > conversating with the first caller and they would like > to avoid this. > > I guess the easiest solution would be to find an > open-source or free softphone that can be configured > to accept only one call at a time (currently using > SJphone). > > Another solution would be if I could tell the Queue() > application that if an agent is InUse then don't pass > the call. > > Still another yet more delicate solution would be to > have a custom script "receive" manager events related > to the queue which in turn replies with an agi > command. For example, whenever an agent answers a call > I think that an event such as QueueMemberStatus can be > triggered (although I don't know how). If the custom > script could receive this event in realtime then it > would run an agi command such as > QueueRemove(busyagent...). When the agent is free > again I suppose the same event is triggered and the > custom script can QueueAdd(freeagent...). > > Could anyone please give me some pointers on this?In queues.conf set ringinuse=no Also make sure that you don't use realtime sip peers (or use rtcachefriends with that). Probably you also need call-limit set to any value in sip.conf For more info see http://www.voip-info.org/wiki-Asterisk+config+sip.conf Regards, Atis -- Atis Lezdins, VoIP Project Manager / Developer, atis at iq-labs.net Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835
Rodrigo Gonzalez
2008-Mar-28 00:21 UTC
[asterisk-users] callers in queue passed to agents who accept only one call at a time
calllimit in sip.conf and you are done Vieri escribi?:> I have a queue I configured as "strict" and a cron > script I use to QueueAdd and QueueRemove agents > according to my company's requirements. Usually I have > 2 or 3 agents at a time and the ring strategy is > ringall. > > These agents use non-open-source Windows softphones > that do not let you configure it so that if they're on > the phone, a second call will be rejected (agent > busy). Instead, it's as if they had call waiting and > incoming calls keep popping up while they're > conversating with the first caller and they would like > to avoid this. > > I guess the easiest solution would be to find an > open-source or free softphone that can be configured > to accept only one call at a time (currently using > SJphone). > > Another solution would be if I could tell the Queue() > application that if an agent is InUse then don't pass > the call. > > Still another yet more delicate solution would be to > have a custom script "receive" manager events related > to the queue which in turn replies with an agi > command. For example, whenever an agent answers a call > I think that an event such as QueueMemberStatus can be > triggered (although I don't know how). If the custom > script could receive this event in realtime then it > would run an agi command such as > QueueRemove(busyagent...). When the agent is free > again I suppose the same event is triggered and the > custom script can QueueAdd(freeagent...). > > Could anyone please give me some pointers on this? > > Thanks! > > Vieri > > > > > ____________________________________________________________________________________ > Looking for last minute shopping deals? > Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > >-------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3245 bytes Desc: S/MIME Cryptographic Signature Url : http://lists.digium.com/pipermail/asterisk-users/attachments/20080327/fed0e047/attachment.bin