[Asterisk-Users] Queues - Configuration Help needed
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-custominclude
=> ext-findmefollowinclude => ext-localinclude =>
app-directoryexten => h,1,Hangupexten =>
s,1,Set(LOOPCOUNT=0)exten => s,n,Set(__DIR-CONTEXT=default)exten
=> s,n,Answerexten => 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,Hangupexten => 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=30timeout=10strategy=roundrobinretry=10queue-youarenext=queue-youarenextqueue-thereare=queue-therearequeue-thankyou=queue-thankyouqueue-callswaiting=queue-callswaitingmusic=defaultmonitor-join=yesmonitor-format=maxlen=5leavewhenempty=nojoinempty=Yescontext=announce-holdtime=onceannounce-frequency=180
[101]wrapuptime=30timeout=10strategy=ringallretry=10queue-youarenext=queue-youarenextqueue-thereare=queue-therearequeue-thankyou=queue-thankyouqueue-callswaiting=queue-callswaitingmusic=defaultmonitor-join=yesmonitor-format=member=Local/[EMAIL PROTECTED],0maxlen=5leavewhenempty=nojoinempty=Yescontext=announce-holdtime=onceannounce-frequency=180
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Re: [Asterisk-Users] Queues configuration
We ran into the same problem. Found out by reading the source that we had to use joinempty=strict and leavewhenempty=strict to make it work. Now if I could just get it to pause the agent when someone direct dials the extension, and then unpause consistently when they hang up. Anton Krall wrote: Weird.. I also have joinwhenempty=no and user can still go into the queue without any agents logged in. Any ideas? Im using cvs head |-Original Message- |From: [EMAIL PROTECTED] |[mailto:[EMAIL PROTECTED] On Behalf Of |Kevin P. Fleming |Sent: Jueves, 28 de Abril de 2005 11:02 a.m. |To: Asterisk Users Mailing List - Non-Commercial Discussion |Subject: Re: [Asterisk-Users] Queues configuration | |Anton Krall wrote: | |> How do you do it? I mean, if a caller is already on the queue and |> suddenly all agents logoff.. How do you make the caller fall out of |> the queue and into an IVR where he can leave a message? | |Have you read the sample queues.conf file? There is an option |there called 'leavewhenempty' that does exactly that. |___ |Asterisk-Users mailing list |Asterisk-Users@lists.digium.com |http://lists.digium.com/mailman/listinfo/asterisk-users |To UNSUBSCRIBE or update options visit: | http://lists.digium.com/mailman/listinfo/asterisk-users | | ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] Queues configuration
Worth taking a look..thx! |-Original Message- |From: [EMAIL PROTECTED] |[mailto:[EMAIL PROTECTED] On Behalf Of |Kevin P. Fleming |Sent: Domingo, 01 de Mayo de 2005 02:08 p.m. |To: Asterisk Users Mailing List - Non-Commercial Discussion |Subject: Re: [Asterisk-Users] Queues configuration | |Anton Krall wrote: |> I have my agents defined in agents.conf.. Damn.. I normally use |> agentcallbacklogin.. So how can I use agentcallbacklogin and |addqueuemember? | |AddQueueMember does pretty much the same thing as |AgentCallbackLogin, it causes the queue to dial the agent when |a call is being delivered to them. It just doesn't use any of |the chan_agent infrastructure, so you'd have to build your own |agent code/password entry and validation before calling |AddQueueMember. There is an example on the wiki of doing this. |___ |Asterisk-Users mailing list |Asterisk-Users@lists.digium.com |http://lists.digium.com/mailman/listinfo/asterisk-users |To UNSUBSCRIBE or update options visit: | http://lists.digium.com/mailman/listinfo/asterisk-users | | ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Queues configuration
Anton Krall wrote: I have my agents defined in agents.conf.. Damn.. I normally use agentcallbacklogin.. So how can I use agentcallbacklogin and addqueuemember? AddQueueMember does pretty much the same thing as AgentCallbackLogin, it causes the queue to dial the agent when a call is being delivered to them. It just doesn't use any of the chan_agent infrastructure, so you'd have to build your own agent code/password entry and validation before calling AddQueueMember. There is an example on the wiki of doing this. ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] Queues configuration
I have my agents defined in agents.conf.. Damn.. I normally use agentcallbacklogin.. So how can I use agentcallbacklogin and addqueuemember? |-Original Message- |From: [EMAIL PROTECTED] |[mailto:[EMAIL PROTECTED] On Behalf Of |Kevin P. Fleming |Sent: Domingo, 01 de Mayo de 2005 11:24 a.m. |To: Asterisk Users Mailing List - Non-Commercial Discussion |Subject: Re: [Asterisk-Users] Queues configuration | |Anton Krall wrote: |> Weird.. |> |> I also have joinwhenempty=no and user can still go into the queue |> without any agents logged in. | |Are you using queue members (specified in queues.conf or via |AddQueueMember()), or using agents (specified in agents.conf)? |If the latter, then the "whenempty" functions won't work, |because as far as app_queue is concerned the queue is never |"empty" of members (since it only sees the agent definitions, |not whether they are logged in or not). |___ |Asterisk-Users mailing list |Asterisk-Users@lists.digium.com |http://lists.digium.com/mailman/listinfo/asterisk-users |To UNSUBSCRIBE or update options visit: | http://lists.digium.com/mailman/listinfo/asterisk-users | | ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Queues configuration
Anton Krall wrote: Weird.. I also have joinwhenempty=no and user can still go into the queue without any agents logged in. Are you using queue members (specified in queues.conf or via AddQueueMember()), or using agents (specified in agents.conf)? If the latter, then the "whenempty" functions won't work, because as far as app_queue is concerned the queue is never "empty" of members (since it only sees the agent definitions, not whether they are logged in or not). ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] Queues configuration
Weird.. I also have joinwhenempty=no and user can still go into the queue without any agents logged in. Any ideas? Im using cvs head |-Original Message- |From: [EMAIL PROTECTED] |[mailto:[EMAIL PROTECTED] On Behalf Of |Kevin P. Fleming |Sent: Jueves, 28 de Abril de 2005 11:02 a.m. |To: Asterisk Users Mailing List - Non-Commercial Discussion |Subject: Re: [Asterisk-Users] Queues configuration | |Anton Krall wrote: | |> How do you do it? I mean, if a caller is already on the queue and |> suddenly all agents logoff.. How do you make the caller fall out of |> the queue and into an IVR where he can leave a message? | |Have you read the sample queues.conf file? There is an option |there called 'leavewhenempty' that does exactly that. |___ |Asterisk-Users mailing list |Asterisk-Users@lists.digium.com |http://lists.digium.com/mailman/listinfo/asterisk-users |To UNSUBSCRIBE or update options visit: | http://lists.digium.com/mailman/listinfo/asterisk-users | | ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] Queues configuration
Mmhh let me try that. Thx! |-Original Message- |From: [EMAIL PROTECTED] |[mailto:[EMAIL PROTECTED] On Behalf Of |Kevin P. Fleming |Sent: Jueves, 28 de Abril de 2005 11:02 a.m. |To: Asterisk Users Mailing List - Non-Commercial Discussion |Subject: Re: [Asterisk-Users] Queues configuration | |Anton Krall wrote: | |> How do you do it? I mean, if a caller is already on the queue and |> suddenly all agents logoff.. How do you make the caller fall out of |> the queue and into an IVR where he can leave a message? | |Have you read the sample queues.conf file? There is an option |there called 'leavewhenempty' that does exactly that. |___ |Asterisk-Users mailing list |Asterisk-Users@lists.digium.com |http://lists.digium.com/mailman/listinfo/asterisk-users |To UNSUBSCRIBE or update options visit: | http://lists.digium.com/mailman/listinfo/asterisk-users | | ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Queues configuration
Anton Krall wrote: How do you do it? I mean, if a caller is already on the queue and suddenly all agents logoff.. How do you make the caller fall out of the queue and into an IVR where he can leave a message? Have you read the sample queues.conf file? There is an option there called 'leavewhenempty' that does exactly that. ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] Queues configuration
Hi Henry How do you do it? I mean, if a caller is already on the queue and suddenly all agents logoff.. How do you make the caller fall out of the queue and into an IVR where he can leave a message? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Henry Devito Sent: Jueves, 21 de Abril de 2005 01:56 p.m. To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] Queues configuration - Original Message - From: "Daniel Salama" <[EMAIL PROTECTED]> To: "Asterisk Users Mailing List - Non-Commercial Discussion" Sent: Thursday, April 21, 2005 9:31 AM Subject: [Asterisk-Users] Queues configuration > 1) If I understand correctly, an agent can belong to more than one queue. > Does that mean that as soon as the agent logs in, that agent can receive > calls from either of the queues s/he belongs to? Agents/members can login to different queue or be defined statically > 2) When the agent is making outbound calls and I wish to identify the > calls as belonging to one campaign or another, is there a way to identify > that? That is just a function of the dial plan should now be an issue. > 3) When callers call into the * box and the agents are busy, they will be > put on the queue. Now, I wish to be able to tell the callers they are in > position X in the queue. However, if after, say, 30 seconds no agent is > available yet, I wish to give the caller the opportunity to listen to a > IVR where s/he can make a decision whether to continue holding, be > transfered to another agent group, or leave a message. Is this possible? > Does anyone have any sample of how to do this? This is possible. The person can jump out of queue at anytime or you can set an 'overflow' to an IVR menu. > Thanks, > Daniel > > ___ > Asterisk-Users mailing list > Asterisk-Users@lists.digium.com > http://lists.digium.com/mailman/listinfo/asterisk-users > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Queues configuration
- Original Message - From: "Daniel Salama" <[EMAIL PROTECTED]> To: "Asterisk Users Mailing List - Non-Commercial Discussion" Sent: Thursday, April 21, 2005 2:00 PM Subject: Re: [Asterisk-Users] Queues configuration Would you happen to have some sample config on how to do this? Is this done in queues.conf or in the dial plan? Even pseudocode will help. Thanks, Daniel On Apr 21, 2005, at 2:55 PM, Henry Devito wrote: 3) When callers call into the * box and the agents are busy, they will be put on the queue. Now, I wish to be able to tell the callers they are in position X in the queue. However, if after, say, 30 seconds no agent is available yet, I wish to give the caller the opportunity to listen to a IVR where s/he can make a decision whether to continue holding, be transfered to another agent group, or leave a message. Is this possible? Does anyone have any sample of how to do this? This is possible. The person can jump out of queue at anytime or you can set an 'overflow' to an IVR menu. Timeout is set in the extensions.conf file with the queue command Queue(queuename|options|optionalurl|announceoverride|timeout) Queues an incoming call in a particular call queue as defined in queues.conf. The option string may contain zero or more of the following characters: a.. 't' - allow the called user transfer the calling user b.. 'T' - to allow the calling user to transfer the call. c.. 'd' - data-quality (modem) call (minimum delay). d.. 'H' - allow caller to hang up by hitting *. e.. 'n' - no retries on the timeout; will exit this application and go to the next step. f.. 'r' - ring instead of playing MOH In addition to transferring the call, a call may be parked and then picked up by another user. The optional URL will be sent to the called party if the channel supports it, or you can use an external app like XC-AST to launch it if your terminal does not support it Jump out of queue Menu for the user You can define a menu for the user, while waiting. For this menu, you can only use one-digit extensions. Define the context for the menu in the configuration for the queue to enable this option. ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Queues configuration
Would you happen to have some sample config on how to do this? Is this done in queues.conf or in the dial plan? Even pseudocode will help. Thanks, Daniel On Apr 21, 2005, at 2:55 PM, Henry Devito wrote: 3) When callers call into the * box and the agents are busy, they will be put on the queue. Now, I wish to be able to tell the callers they are in position X in the queue. However, if after, say, 30 seconds no agent is available yet, I wish to give the caller the opportunity to listen to a IVR where s/he can make a decision whether to continue holding, be transfered to another agent group, or leave a message. Is this possible? Does anyone have any sample of how to do this? This is possible. The person can jump out of queue at anytime or you can set an 'overflow' to an IVR menu. Daniel Salama [EMAIL PROTECTED] Voice: (954) 655-8051 Fax : (954) 252-3988 This e-mail contains information which may be confidential and privileged. Unless you are the addressee (or authorized to receive for the addressee), you may not use, copy or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail to [EMAIL PROTECTED] or tel. +1-954-655-8051 and delete the material from any computer. ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Queues configuration
- Original Message - From: "Daniel Salama" <[EMAIL PROTECTED]> To: "Asterisk Users Mailing List - Non-Commercial Discussion" Sent: Thursday, April 21, 2005 9:31 AM Subject: [Asterisk-Users] Queues configuration 1) If I understand correctly, an agent can belong to more than one queue. Does that mean that as soon as the agent logs in, that agent can receive calls from either of the queues s/he belongs to? Agents/members can login to different queue or be defined statically 2) When the agent is making outbound calls and I wish to identify the calls as belonging to one campaign or another, is there a way to identify that? That is just a function of the dial plan should now be an issue. 3) When callers call into the * box and the agents are busy, they will be put on the queue. Now, I wish to be able to tell the callers they are in position X in the queue. However, if after, say, 30 seconds no agent is available yet, I wish to give the caller the opportunity to listen to a IVR where s/he can make a decision whether to continue holding, be transfered to another agent group, or leave a message. Is this possible? Does anyone have any sample of how to do this? This is possible. The person can jump out of queue at anytime or you can set an 'overflow' to an IVR menu. Thanks, Daniel ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] Queues configuration
Hi, I'm starting to play with Asterisk and the queues. Although I have found many references to the queues.conf in the wiki, I haven't been able to find answers to the following: 1) If I understand correctly, an agent can belong to more than one queue. Does that mean that as soon as the agent logs in, that agent can receive calls from either of the queues s/he belongs to? 2) When the agent is making outbound calls and I wish to identify the calls as belonging to one campaign or another, is there a way to identify that? 3) When callers call into the * box and the agents are busy, they will be put on the queue. Now, I wish to be able to tell the callers they are in position X in the queue. However, if after, say, 30 seconds no agent is available yet, I wish to give the caller the opportunity to listen to a IVR where s/he can make a decision whether to continue holding, be transfered to another agent group, or leave a message. Is this possible? Does anyone have any sample of how to do this? Thanks, Daniel ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
