asterisk users - Aug 2013 - Queues: Knowing when a caller is position 1 (agent phone ringing)

Hello Folks,

I am setting up a call center but we have few agents so one agent is
able to handle calls of different languages and different queues. For
the agent to identify the caller, I want a popup to appear as the
phone starts to ring with the caller's number, language (selected in
the IVR), Queue (sales, support etc) and any other information (e.g a
URL with parameters)

I can send this information either via netcat (to a client such as
yac) to a Windows PC but the problem is I do not know when the caller
is about to be connected to the agent, so that I run the command. If I
wasn't using queues, it would be easy because  I would run the netcat
command and then dial the user's extension.

My Question is: Is there a way I can know when the caller is just
about to be connected to an agent (when the agent's SIP extension
starts ringing)?

There are these settings setinterfacevar, setqueueentryvar,
setqueuevar in queues.conf but when can I use them?

Have you guys been in this situation before? Any alternative solutions
(sending caller info to an agent)?

I am using Asterisk 11 and Windows 7 PCs for agents.

Thank you!

Kind Regards,
Wilson

We do something very similar.

Use the gosub parameter of the Queue application to call a subroutine in 
the dial plan when the agent answers the call.

same =>n,Queue(sales,tc,,,,,,sub-QueueConnected)

[sub-QueueConnected]
; this runs on the agent/member's channel
exten =>s,1,NoOp()
   ; whatever you need to do here
   same =>n,Return()

See https://wiki.asterisk.org/wiki/display/AST/Asterisk+11+Application_Queue


Mitch

On 08/03/2013 12:45 PM, Timothy Smith wrote:
> Hello Folks,
>
> I am setting up a call center but we have few agents so one agent is
> able to handle calls of different languages and different queues. For
> the agent to identify the caller, I want a popup to appear as the
> phone starts to ring with the caller's number, language (selected in
> the IVR), Queue (sales, support etc) and any other information (e.g a
> URL with parameters)
>
> I can send this information either via netcat (to a client such as
> yac) to a Windows PC but the problem is I do not know when the caller
> is about to be connected to the agent, so that I run the command. If I
> wasn't using queues, it would be easy because  I would run the netcat
> command and then dial the user's extension.
>
> My Question is: Is there a way I can know when the caller is just
> about to be connected to an agent (when the agent's SIP extension
> starts ringing)?
>
> There are these settings setinterfacevar, setqueueentryvar,
> setqueuevar in queues.conf but when can I use them?
>
> Have you guys been in this situation before? Any alternative solutions
> (sending caller info to an agent)?
>
> I am using Asterisk 11 and Windows 7 PCs for agents.
>
> Thank you!
>
> Kind Regards,
> Wilson
>
> --
> _____________________________________________________________________
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>     http://lists.digium.com/mailman/listinfo/asterisk-users
>

You need to do this when the call connects. If you can do this within a
couple of seconds, this is usually "good enough" to be usable
(that's what
we do on the QueueMetrics agents pages).
Thanks
l.



2013/8/3 Timothy Smith <timotsmith at gmail.com>
> Hello Folks,
>
> I am setting up a call center but we have few agents so one agent is
> able to handle calls of different languages and different queues. For
> the agent to identify the caller, I want a popup to appear as the
> phone starts to ring with the caller's number, language (selected in
> the IVR), Queue (sales, support etc) and any other information (e.g a
> URL with parameters)
>
> I can send this information either via netcat (to a client such as
> yac) to a Windows PC but the problem is I do not know when the caller
> is about to be connected to the agent, so that I run the command. If I
> wasn't using queues, it would be easy because  I would run the netcat
> command and then dial the user's extension.
>
> My Question is: Is there a way I can know when the caller is just
> about to be connected to an agent (when the agent's SIP extension
> starts ringing)?
>
> There are these settings setinterfacevar, setqueueentryvar,
> setqueuevar in queues.conf but when can I use them?
>
> Have you guys been in this situation before? Any alternative solutions
> (sending caller info to an agent)?
>
> I am using Asterisk 11 and Windows 7 PCs for agents.
>
> Thank you!
>
> Kind Regards,
> Wilson
>
> --
> _____________________________________________________________________
> -- Bandwidth and Colocation Provided by http://www.api-digital.com --
> New to Asterisk? Join us for a live introductory webinar every Thurs:
>                http://www.asterisk.org/hello
>
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
>


-- 
Loway - home of QueueMetrics - http://queuemetrics.com
Try the WombatDialer auto-dialer @ http://wombatdialer.com
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