asterisk users - Jul 2014 - Notification when queue member's phone rings

Short question: how to get control or notification (gosub, macro, AGI) 
when a queue member's phone starts ringing due to an incoming call from 
the queue.

Backround:  Our phone operators serve both an asterisk call queue and a 
queue for web chat support.  I have a gosub on the queue that calls to 
our app server to mark the operator unavailable for web chat as soon as 
they answer an incoming queue call.  Similarly, when a web chat is 
connected, it uses AMI to tell asterisk to take the operator out of the 
phone queue.

The other day, one operator got a web chat that came in while her phone 
was ringing with a queue call, so that neither "remove from queue" 
operation was effective in time.  If I could get notification when the 
phone starts ringing I can reduce the window of opportunity for that by 
several seconds.

It's only happened once in 2 years that I know of, so may not be worth 
worrying about.

-- 

Mitch

On Wed, Jul 2, 2014 at 4:11 PM, Mitch Claborn <mitch_ml at claborn.net>
wrote:
> Short question: how to get control or notification (gosub, macro, AGI) when
> a queue member's phone starts ringing due to an incoming call from the
> queue.
>
> Backround:  Our phone operators serve both an asterisk call queue and a
> queue for web chat support.  I have a gosub on the queue that calls to our
> app server to mark the operator unavailable for web chat as soon as they
> answer an incoming queue call.  Similarly, when a web chat is connected, it
> uses AMI to tell asterisk to take the operator out of the phone queue.
>
> The other day, one operator got a web chat that came in while her phone was
> ringing with a queue call, so that neither "remove from queue"
operation was
> effective in time.  If I could get notification when the phone starts
> ringing I can reduce the window of opportunity for that by several seconds.
>
> It's only happened once in 2 years that I know of, so may not be worth
> worrying about.
>
AMI will raise the AgentCalled[1] event.

[1]
https://wiki.asterisk.org/wiki/display/AST/Asterisk+11+ManagerEvent_AgentCalled

-- 
Paul Belanger | PolyBeacon, Inc.
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