asterisk users - May 2008 - Newbie Queue: tricky problem with MOH

I have this simple queue for the reception set up such that the console
queue has only one agent.
I checked the number in the queue and if there is someone there, I play
back a "busy & please be patient" message and then join the call
to the
queue.

If there is no one in the queue, the caller will go directly into the
queue and the receptionist phone will ring.  This looks fine but while
the call is waiting for the receptionist to pick it up, the caller will
actually hear Music on Hold instead of just ring ring ring.  This is
undesirable.

exten =>
7100,n(rcl_off_opn),Set(rcv_que_num=${QUEUE_WAITING_COUNT(console)})
exten => 7100,n,GotoIf($[${rcv_que_num} = 0]?rcl_que_jon:)
exten => 7100,n,Playback(rc-busy)
exten => 7100,n(rcl_que_jon),Queue(console)
exten => 7100,n,Wait(2)
exten => 7100,n,HangUp()

So, the issue is MOH is good for the 2nd and subsequent callers but not
for the first caller who should just hear ring ring ring until the
receptionist picks up the call.

Any thoughts?

On Thu, May 8, 2008 at 11:25 AM, Lee, John (Sydney)
<John.Lee at compuware.com> wrote:
> I have this simple queue for the reception set up such that the console
>  queue has only one agent.
>  I checked the number in the queue and if there is someone there, I play
>  back a "busy & please be patient" message and then join the
call to the
>  queue.
>
>  If there is no one in the queue, the caller will go directly into the
>  queue and the receptionist phone will ring.  This looks fine but while
>  the call is waiting for the receptionist to pick it up, the caller will
>  actually hear Music on Hold instead of just ring ring ring.  This is
>  undesirable.
>
>  exten =>
>  7100,n(rcl_off_opn),Set(rcv_que_num=${QUEUE_WAITING_COUNT(console)})
>  exten => 7100,n,GotoIf($[${rcv_que_num} = 0]?rcl_que_jon:)
>  exten => 7100,n,Playback(rc-busy)
>  exten => 7100,n(rcl_que_jon),Queue(console)
>  exten => 7100,n,Wait(2)
>  exten => 7100,n,HangUp()
Queue(console,r)

would do what you want, but so you would need to have two entry points to queue.

Regards,
Atis
>
>  So, the issue is MOH is good for the 2nd and subsequent callers but not
>  for the first caller who should just hear ring ring ring until the
>  receptionist picks up the call.
>
>  Any thoughts?
>
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-- 
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

On Thu, 8 May 2008, Lee, John (Sydney) wrote:
> I have this simple queue for the reception set up such that the console
> queue has only one agent.
> I checked the number in the queue and if there is someone there, I play
> back a "busy & please be patient" message and then join the
call to the
> queue.
>
> If there is no one in the queue, the caller will go directly into the
> queue and the receptionist phone will ring.  This looks fine but while
> the call is waiting for the receptionist to pick it up, the caller will
> actually hear Music on Hold instead of just ring ring ring.  This is
> undesirable.
>
> exten =>
> 7100,n(rcl_off_opn),Set(rcv_que_num=${QUEUE_WAITING_COUNT(console)})
> exten => 7100,n,GotoIf($[${rcv_que_num} = 0]?rcl_que_jon:)
> exten => 7100,n,Playback(rc-busy)
> exten => 7100,n(rcl_que_jon),Queue(console)
> exten => 7100,n,Wait(2)
> exten => 7100,n,HangUp()
>
> So, the issue is MOH is good for the 2nd and subsequent callers but not
> for the first caller who should just hear ring ring ring until the
> receptionist picks up the call.
>
> Any thoughts?
How about (pseudoish code here)

   exten => 7100,1,Dial(${consolePhone},,${dialFlags})
   exten => 7100,n,GotoIf($[${DIALSTATUS}=BUSY]?queueHell)
   exten => 7100,n,Hangup()

   exten => 7100,n(queueHell),Answer()
   ; Do queue count & message playback here ...
 	; Actually, just playback the message as the console *is* busy at this point
   exten => 7100,n,Queue(console)

You'll need to make sure the console phone has call-waiting disabled, else 
the phone itself will queue calls... (depending on the phone type!)

Gordon

> 
> Queue(console,r)
> 
> would do what you want, but so you would need to have two entry points
to
> queue.
Thanks Atis.  Your suggestion did magic!