Posted: Mon Aug 15, 2005 5:52 am Post subject: [Asterisk-doc] Call queues (ACD, Hunt groups)
This is a discussion of Asterisk call queues, aka hunt groups. Any comments
would be appreciated.
Gene Naden, MA
Programmer Analyst
GlobalTeldata II, LLC
4700 N. Ravenswood
Chicago, IL 60640
(773) 878-3161 x 223
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CALL QUEUES
In many business situations, there is a stream of calls from customers and a
team of agents to answer them. Asterisk supports the automatic routing of calls
to agents using various strategies to determine whose phone or phones ring when
the next call comes in. This functionality is referred to as call queues or
automatic call director (ACD).
If a call is not answered right away, Asterisk can play music-on-hold while
the caller waits. There is a configurable dialplan option to allow a caller who
is on hold to ?escape? to voicemail or to another extension.
Agents are identified in the configuration files agents.conf and queues.conf by
a numeric identifier called the agent id. All agents must be listed in
agents.conf. At any given time, as agent is in one of two states: logged on or
logged off.
A queue is basically a collection of agents. Queues are defined in the
configuration file queues.conf. An agent can be in more than one queue. Queues
may also be defined by dynamic realtime, which is beyond the scope of this
discussion.
The dialplan configuration file extensions.conf determines which inbound calls
get routed to a queue. The dialplan application command ?Queue? routes a call
to a queue. This command takes at least one argument, the name of the queue.
The online documentation of this command may be found at
For example, a ?Background? command can be used to give the caller a list of
options. When the caller dials an extension, the corresponding ?Queue? statement
is executed.
AGENT LOGIN AND LOGOUT
Agent login sets up the agent to receive calls. This can be accomplished with
either of two dialplan application commands: ?AgentCallbackLogin? and
?AgentLogin.? The difference is that ?AgentLogin? places the agent permanently
in an off-hook state, while ?AgentCallbackLogin? leaves the agent on-hook until
she actually answers a call. This discussion will focus on using
?AgentCallbackLogin.? The arguments to ?AgentCallbackLogin? include the dialplan
context and extension. The extension might be obtained from the CALLERIDNUM
channel variable. For example,
When Asterisk determines that it is a particular agent?s turn to take a call,
the corresponding dialplan statement is activated. For example, this could be
a ?Dial? statement in a context such as
[internal]
exten => 223,1,Dial(Sip/1020)
If the agent login specified the [internal] context with extension 223 then
when a call comes in, this ?Dial? command could be executed.
This scheme depends on the caller id for a particular channel corresponding to
the dialplan extension for the channel. For example, the caller id for
Sip/1020 would have to be 223 in this case. This one-to-one correspondence can
be maintained by careful hand coding or by using simple software to
automatically generate included portions of the configuration files sip.conf
and extensions.conf.
Agent logoff is accomplished with the ?AgentCallbackLogin? command where the
extension is omitted.
AGENT SELECTION STRATEGIES
The agent selection strategies are documented in the sample files for
queues.conf which come with Asterisk.
Posted: Tue Aug 16, 2005 2:24 am Post subject: [Asterisk-doc] Call queues (ACD, Hunt groups)
bonjour
s.v.p j'ai besoin de votre aide je travaille tjrs avec l'asterisk sous debian mais j'aimairais bien changer dans l'enregistrement de la voix vocale( au lieu de la langue anglais a la langue fran?aise bon j'ai essay? d'enregistrer ma voix dans windows et j'ai fais la conversions en gsm mais ja'ai pas su comment les copier dans l'asterisk c-a_d le chemin( dans quel fichier????????)
Posted: Tue Aug 16, 2005 4:57 am Post subject: [Asterisk-doc] Call queues (ACD, Hunt groups)
Re salut
merci d'avoir r?pondu a mon message mais je voulais seulement vous informer sur les ?tapes que j'ai fais bon par exemple quand j'ai compos? le 403 par example parce que je travaille avec tdm11b j'ai ecout? l'enregestriment en anglais et j'ai fais la tarduction en fran?ais et j'ai enregistr? ma voix sous windows et j'ai fais la conversion en gsm maintenant il me reste comment copier l'enregisterement de ma voix dans l'asterisk( j'ai pas reconnu le chemin ????????) comme ca quand je comose par exemple le 403 j'entends mon enregistrement.
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