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I am running the latest version of Trixbox. I setup
using freepbx a Digital Receptionist that asks the user to enter 1 for Sales or
2 for Support or 3 for Billing. If they select Sales or Support they are taken
to a sales or support Queue that I created. I setup each of these queues to
accept calls even if no agent is present.
If no agent is logged into the queue the user sits
as expected till the timeout of 10 minutes and then goes to voicemail as
expected. If a agent logs into the queu for sales as an example using 100* then
as a person calls in they will get a notification that there is a call. If the
Agent does nothing the caller simply remains in the queue as expected.
However on the Agent SoftPhone (X-Lite) they have the option of clicking IGNORE.
If they click ignore then the user hears a messsage "All Circuits are busy
now". I would have expected that he caller would simply remain in the queue if
this was clicked. What can I do to change the behaviour of this?
The second thing that I dont seem to have a handle
on is that if I add a set of static agents as showing for my support queue
and those agents are not logged into the system. The user gets an immediate "All
circuits are busy now. Please try your call again later". I would have thought
that since I did not require an agent to be in the queue for hte queue to accept
calls that the user would simply sit in the queue waiting. Or perhaps go to the
failover that I have setup which is to go to a voicemail extension.
My settings are listed below. Thanks in advance for
any help.
1. Digital Recepitionist - Greets the user and
offers then to enter 1 for sales or 2 for support.
[ivr-2]
include => ivr-2-custom include => ext-findmefollow include => ext-local include => app-directory exten => h,1,Hangup exten => s,1,Set(LOOPCOUNT=0) exten => s,n,Set(__DIR-CONTEXT=default) exten => s,n,Answer exten => s,n,Wait(1) exten => s,n(begin),Set(TIMEOUT(digit)=3) exten => s,n,Set(TIMEOUT(response)=10) exten => s,n,Background(custom/IVR3) exten => hang,1,Playback(vm-goodbye) exten => hang,n,Hangup exten => 1,1,Goto(ext-queues,100,1) exten => 2,1,Goto(ext-queues,101,1) exten => 3,1,Goto(ext-local,202,1) exten => i,1,Playback(invalid) exten => i,n,Goto(loop,1) exten => t,1,Goto(loop,1) exten => loop,1,Set(LOOPCOUNT=$[${LOOPCOUNT} + 1]) exten => loop,n,GotoIf($[${LOOPCOUNT} > 2]?hang,1) exten => loop,n,Goto(ivr-2,s,begin) exten => fax,1,Goto(ext-fax,in_fax,1) 2. Queues - Sales Queue and Support Queue created.
Sales is 100 and support is 101
[100]
wrapuptime=30 timeout=10 strategy=roundrobin retry=10 queue-youarenext=queue-youarenext queue-thereare=queue-thereare queue-thankyou=queue-thankyou queue-callswaiting=queue-callswaiting music=default monitor-join=yes monitor-format= maxlen=5 leavewhenempty=no joinempty=Yes context= announce-holdtime=once announce-frequency=180 [101]
wrapuptime=30 timeout=10 strategy=ringall retry=10 queue-youarenext=queue-youarenext queue-thereare=queue-thereare queue-thankyou=queue-thankyou queue-callswaiting=queue-callswaiting music=default monitor-join=yes monitor-format= member=Local/[EMAIL PROTECTED],0 maxlen=5 leavewhenempty=no joinempty=Yes context= announce-holdtime=once announce-frequency=180 |
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