Base your internal dialplan around Dial(Agent/xxx) rather than DIAL(SIP/xxx) for calling extensions.
later, PaulH > Ben Ferguson <[EMAIL PROTECTED]> wrote: > > So I'm trying to set up queues and agents and am trying to figure out > the > best way to set up what I need to do. And what I need to do is > basically > get Asterisk to mimic my company's current phone system. As close as > possible of course. And my main problem is queues and agents. > Currently, > for our queues and agents, a person is assigned a hot-desk extension, > which > they use to login to any phone and then they can send and receive calls > at > that extension. There is no seperate extension and agent id--they are > pretty much the same thing. But the extension moves around with them to > wherever they log in. The advantage is that they always have the same > extension. When no one is logged into a phone, the phone is assigned a > catch all username called "no user" which has limited dialing > capabilities. > With Asterisk, when you log in an agent, they assume the extension of > the > phone that they have just logged in under. Yes, if they are a member of > a > queue, they will always receive calls from that queue regardless of what > extension they are at, but for DID and internal calls, you would never > know > which extension to dial to reach a person setup in such a way. > > So here's what I've come up with (but I, of course, still have > questions...): Match the agent ID to an extension. Assign an agent > their > ID and then assign a certain working area, and a assign certain phone to > that working area and assign that phone an extension that is the same as > their agent id. The pitfall here is that if you do it this way, only > one > person could utilize that working area and that phone. Agents working > in > shifts at the same work area and same phone would not work--unless > multiple > agents used the same extension, which again kills your DID and internal > calling. Of course, you could assign the extension the phone based on > time, > but what if you want to have open seating and you want any agent to sit > in > any work area at any given time? You can see it starts to get messy > when > you try to work it out this way. Also, if you did do the matched > extension > and agent id, if a person was re-assigned to a new work area, they > either > have to take their phone with them, or you get to setup a new phone with > their extension. Perhaps there is something in Asterisk that I don't > know > about that could benefit me here? > > I'm thinking another way to do something like what I need is via XML, > but > I'm not exactly sure how to do it this way. Can you assign a phone a > certain extension and then give it an option for "logging in" using > their > agent id and then based on their agent id, push a new XML file out that > assigns their specific extension. Can you re-assign a new extension to > a > phone this way? I believe this would be a decent way to set this up (if > the > XML files aren't too complicated) but I'm not exactly sure how to do it. > > > Any suggestions, pointers, directions...? > > Thanks! > Ben Ferguson _______________________________________________ --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
