Re: [asterisk-users] Queues: Knowing when a caller is position 1 (agent phone ringing)

2013-08-09 Thread Lenz Emilitri
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 timotsm...@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
--
_
-- 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

Re: [asterisk-users] Queues: Knowing when a caller is position 1 (agent phone ringing)

2013-08-04 Thread Tiago Geada
Hi,

Our queue members are Local channels, thus when dialing the agent, the
dialplan will do several stuff including:

Set(CALLERID(name)=${CALLERID(name)}:Sales)
UserEvent(something,data: ${bunch-of-data-in-some-format})
Dial(SIP/final-agent-phone,timeout,A(Sales))

The UserEvent will be picked up by our client-register-ticket-stuff software

The announcement A() will be heard by the agent upon answering the call
like sales call


On 4 August 2013 02:59, Mitch Claborn mitch...@claborn.net wrote:

 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_Queuehttps://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

 --
 __**__**_
 -- 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-**usershttp://lists.digium.com/mailman/listinfo/asterisk-users


 --
 __**__**_
 -- 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-**usershttp://lists.digium.com/mailman/listinfo/asterisk-users

--
_
-- 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

Re: [asterisk-users] Queues: Knowing when a caller is position 1 (agent phone ringing)

2013-08-04 Thread Timothy Smith
Dear Mitch,

Thank you so much. This partly solves my problem by a great deal, as
we'll send a message to the agent immediately on picking the call. As
the agents are local SIP channels, I will attempt looking up the
caller's name (if it exists in our database) and set it prior to
entering the queue.

Is there any way of informing the agent (just) before they pick up?
e.g when their phone starts ringing, so that they prepare accordingly?

Regards,
Wilson

On Sun, Aug 4, 2013 at 4:59 AM, Mitch Claborn mitch...@claborn.net wrote:
 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

 --
 _
 -- 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


 --
 _
 -- 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

--
_
-- 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


Re: [asterisk-users] Queues: Knowing when a caller is position 1 (agent phone ringing)

2013-08-04 Thread Timothy Smith
Dear Tiago,

Thanks for your answer, but I have a few questions.

Do you use queues? We are operating a call centre with several queues,
so I don't see how we would use the Dial command. When a call comes
in, we enter the caller (depending on what options he has selected)
into a queue. Do you have any alternative method, which would involve
dialling the agent directly as you described below?

regards,
T

On Sun, Aug 4, 2013 at 3:47 PM, Tiago Geada tiago.ge...@gmail.com wrote:
 Hi,

 Our queue members are Local channels, thus when dialing the agent, the
 dialplan will do several stuff including:

 Set(CALLERID(name)=${CALLERID(name)}:Sales)
 UserEvent(something,data: ${bunch-of-data-in-some-format})
 Dial(SIP/final-agent-phone,timeout,A(Sales))

 The UserEvent will be picked up by our client-register-ticket-stuff software

 The announcement A() will be heard by the agent upon answering the call like
 sales call


 On 4 August 2013 02:59, Mitch Claborn mitch...@claborn.net wrote:

 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

 --
 _
 -- 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


 --
 _
 -- 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



 --
 _
 -- 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

--
_
-- 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


Re: [asterisk-users] Queues: Knowing when a caller is position 1 (agent phone ringing)

2013-08-04 Thread Tiago Geada
Hi,

You just said you use Local channels. Local channel is a dialplan that has
a Dial() to a sip device?

We use queues, and have a queue-macro that sends the UserEvent upon
bridging the call...


On 4 August 2013 16:41, Timothy Smith timotsm...@gmail.com wrote:

 Dear Tiago,

 Thanks for your answer, but I have a few questions.

 Do you use queues? We are operating a call centre with several queues,
 so I don't see how we would use the Dial command. When a call comes
 in, we enter the caller (depending on what options he has selected)
 into a queue. Do you have any alternative method, which would involve
 dialling the agent directly as you described below?

 regards,
 T

 On Sun, Aug 4, 2013 at 3:47 PM, Tiago Geada tiago.ge...@gmail.com wrote:
  Hi,
 
  Our queue members are Local channels, thus when dialing the agent, the
  dialplan will do several stuff including:
 
  Set(CALLERID(name)=${CALLERID(name)}:Sales)
  UserEvent(something,data: ${bunch-of-data-in-some-format})
  Dial(SIP/final-agent-phone,timeout,A(Sales))
 
  The UserEvent will be picked up by our client-register-ticket-stuff
 software
 
  The announcement A() will be heard by the agent upon answering the call
 like
  sales call
 
 
  On 4 August 2013 02:59, Mitch Claborn mitch...@claborn.net wrote:
 
  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
 
  --
  _
  -- 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
 
 
  --
  _
  -- 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
 
 
 
  --
  _
  -- 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

 --
 _
 -- 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

--
_
-- 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:
   

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

2013-08-03 Thread Timothy Smith
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


Re: [asterisk-users] Queues: Knowing when a caller is position 1 (agent phone ringing)

2013-08-03 Thread Mitch Claborn

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

--
_
-- 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



--
_
-- 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