552 lines
18 KiB
TeX
552 lines
18 KiB
TeX
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\section{Introduction}
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Pardon, but the dialplan in this tutorial will be expressed
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in AEL, the new Asterisk Extension Language. If you are
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not used to its syntax, we hope you will find it to some
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degree intuitive. If not, there are documents explaining
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its syntax and constructs.
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\section{Configuring Call Queues}
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\subsection{queues.conf}
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First of all, set up call queues in queue.conf
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Here is an example:
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\begin{astlisting}
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\begin{verbatim}
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=========== queues.conf ===========
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| ; Cool Digium Queues |
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| [general] |
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| persistentmembers = yes |
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| |
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| ; General sales queue |
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| [sales-general] |
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| music=default |
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| context=sales |
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| strategy=ringall |
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| joinempty=strict |
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| leavewhenempty=strict |
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| |
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| ; Customer service queue |
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| [customerservice] |
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| music=default |
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| context=customerservice |
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| strategy=ringall |
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| joinempty=strict |
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| leavewhenempty=strict |
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| |
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| ; Support dispatch queue |
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| [dispatch] |
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| music=default |
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| context=dispatch |
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| strategy=ringall |
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| joinempty=strict |
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| leavewhenempty=strict |
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===================================
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\end{verbatim}
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\end{astlisting}
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In the above, we have defined 3 separate calling queues:
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sales-general, customerservice, and dispatch.
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Please note that the sales-general queue specifies a
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context of "sales", and that customerservice specifies the
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context of "customerservice", and the dispatch
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queue specifies the context "dispatch". These three
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contexts must be defined somewhere in your dialplan.
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We will show them after the main menu below.
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In the [general] section, specifying the persistentmembers=yes,
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will cause the agent lists to be stored in astdb, and
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recalled on startup.
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The strategy=ringall will cause all agents to be dialed
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together, the first to answer is then assigned the incoming
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call.
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"joinempty" set to "strict" will keep incoming callers from
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being placed in queues where there are no agents to take calls.
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The Queue() application will return, and the dial plan can
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determine what to do next.
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If there are calls queued, and the last agent logs out, the
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remaining incoming callers will immediately be removed from
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the queue, and the Queue() call will return, IF the "leavewhenempty" is
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set to "strict".
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\subsection{Routing incoming Calls to Queues}
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Then in extensions.ael, you can do these things:
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\subsubsection{The Main Menu}
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At Digium, incoming callers are sent to the "mainmenu" context, where they
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are greeted, and directed to the numbers they choose...
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\begin{astlisting}
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\begin{verbatim}
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context mainmenu {
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includes {
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digium;
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queues-loginout;
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}
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0 => goto dispatch,s,1;
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2 => goto sales,s,1;
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3 => goto customerservice,s,1;
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4 => goto dispatch,s,1;
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s => {
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Ringing();
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Wait(1);
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Set(attempts=0);
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Answer();
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Wait(1);
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Background(digium/ThankYouForCallingDigium);
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Background(digium/YourOpenSourceTelecommunicationsSupplier);
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WaitExten(0.3);
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repeat:
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Set(attempts=$[${attempts} + 1]);
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Background(digium/IfYouKnowYourPartysExtensionYouMayDialItAtAnyTime);
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WaitExten(0.1);
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Background(digium/Otherwise);
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WaitExten(0.1);
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Background(digium/ForSalesPleasePress2);
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WaitExten(0.2);
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Background(digium/ForCustomerServicePleasePress3);
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WaitExten(0.2);
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Background(digium/ForAllOtherDepartmentsPleasePress4);
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WaitExten(0.2);
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Background(digium/ToSpeakWithAnOperatorPleasePress0AtAnyTime);
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if( ${attempts} < 2 ) {
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WaitExten(0.3);
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Background(digium/ToHearTheseOptionsRepeatedPleaseHold);
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}
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WaitExten(5);
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if( ${attempts} < 2 ) goto repeat;
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Background(digium/YouHaveMadeNoSelection);
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Background(digium/ThisCallWillBeEnded);
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Background(goodbye);
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Hangup();
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}
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}
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\end{verbatim}
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\end{astlisting}
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\subsubsection{The Contexts referenced from the queues.conf file}
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\begin{astlisting}
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\begin{verbatim}
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context sales {
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0 => goto dispatch,s,1;
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8 => Voicemail(${SALESVM});
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s => {
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Ringing();
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Wait(2);
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Background(digium/ThankYouForContactingTheDigiumSalesDepartment);
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WaitExten(0.3);
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Background(digium/PleaseHoldAndYourCallWillBeAnsweredByOurNextAvailableSalesRepresentative);
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WaitExten(0.3);
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Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage);
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Set(CALLERID(name)=Sales);
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Queue(sales-general,t);
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Set(CALLERID(name)=EmptySalQ);
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goto dispatch,s,1;
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Playback(goodbye);
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Hangup();
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}
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}
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\end{verbatim}
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\end{astlisting}
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Please note that there is only one attempt to queue a call in the sales queue. All sales agents that
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are logged in will be rung.
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\begin{astlisting}
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\begin{verbatim}
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context customerservice {
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0 => {
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SetCIDName(CSVTrans);
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goto dispatch|s|1;
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}
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8 => Voicemail(${CUSTSERVVM});
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s => {
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Ringing();
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Wait(2);
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Background(digium/ThankYouForCallingDigiumCustomerService);
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WaitExten(0.3);
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notracking:
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Background(digium/PleaseWaitForTheNextAvailableCustomerServiceRepresentative);
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WaitExten(0.3);
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Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage);
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Set(CALLERID(name)=Cust Svc);
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Set(QUEUE_MAX_PENALTY=10);
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Queue(customerservice,t);
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Set(QUEUE_MAX_PENALTY=0);
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Queue(customerservice,t);
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Set(CALLERID(name)=EmptyCSVQ);
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goto dispatch,s,1;
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Background(digium/NoCustomerServiceRepresentativesAreAvailableAtThisTime);
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Background(digium/PleaseLeaveAMessageInTheCustomerServiceVoiceMailBox);
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Voicemail(${CUSTSERVVM});
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Playback(goodbye);
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Hangup();
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}
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}
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\end{verbatim}
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\end{astlisting}
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Note that calls coming into customerservice will first be try to queue
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calls to those agents with a QUEUE\_MAX\_PENALTY of 10, and if none are available,
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then all agents are rung.
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\begin{astlisting}
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\begin{verbatim}
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context dispatch
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{
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s => {
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Ringing();
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Wait(2);
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Background(digium/ThankYouForCallingDigium);
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WaitExten(0.3);
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Background(digium/YourCallWillBeAnsweredByOurNextAvailableOperator);
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Background(digium/PleaseHold);
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Set(QUEUE_MAX_PENALTY=10);
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Queue(dispatch|t);
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Set(QUEUE_MAX_PENALTY=20);
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Queue(dispatch|t);
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Set(QUEUE_MAX_PENALTY=0);
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Queue(dispatch|t);
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Background(digium/NoOneIsAvailableToTakeYourCall);
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Background(digium/PleaseLeaveAMessageInOurGeneralVoiceMailBox);
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Voicemail(${DISPATCHVM});
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Playback(goodbye);
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Hangup();
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}
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}
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\end{verbatim}
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\end{astlisting}
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And in the dispatch context, first agents of priority 10 are tried, then
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20, and if none are available, all agents are tried.
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Notice that a common pattern is followed in each of the three queue contexts:
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First, you set QUEUE\_MAX\_PENALTY to a value, then you call
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Queue($<$queue-name$>$,option,...) (see the Queue application documetation for details)
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In the above, note that the "t" option is specified, and this allows the
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agent picking up the incoming call the luxury of transferring the call to
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other parties.
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The purpose of specifying the QUEUE\_MAX\_PENALTY is to develop a set of priorities
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amongst agents. By the above usage, agents with lower number priorities will
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be given the calls first, and then, if no-one picks up the call, the QUEUE\_MAX\_PENALTY
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will be incremented, and the queue tried again. Hopefully, along the line, someone
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will pick up the call, and the Queue application will end with a hangup.
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The final attempt to queue in most of our examples sets the QUEUE\_MAX\_PENALTY
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to zero, which means to try all available agents.
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\subsection{Assigning agents to Queues}
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In this example dialplan, we want to be able to add and remove agents to
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handle incoming calls, as they feel they are available. As they log in,
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they are added to the queue's agent list, and as they log out, they are
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removed. If no agents are available, the queue command will terminate, and
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it is the duty of the dialplan to do something appropriate, be it sending
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the incoming caller to voicemail, or trying the queue again with a higher
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QUEUE\_MAX\_PENALTY.
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Because a single agent can make themselves available to more than one queue,
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the process of joining multiple queues can be handled automatically by the
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dialplan.
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\subsubsection{Agents Log In and Out}
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\begin{astlisting}
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\begin{verbatim}
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context queues-loginout
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{
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6092 => {
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Answer();
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Read(AGENT_NUMBER,agent-enternum);
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VMAuthenticate(${AGENT_NUMBER}@default,s);
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Set(queue-announce-success=1);
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goto queues-manip,I${AGENT_NUMBER},1;
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}
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6093 => {
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Answer();
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Read(AGENT_NUMBER,agent-enternum);
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Set(queue-announce-success=1);
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goto queues-manip,O${AGENT_NUMBER},1;
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}
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}
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\end{verbatim}
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\end{astlisting}
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In the above contexts, the agents dial 6092 to log into their queues,
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and they dial 6093 to log out of their queues. The agent is prompted
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for their agent number, and if they are logging in, their passcode,
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and then they are transferred to the proper extension in the
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queues-manip context. The queues-manip context does all the
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actual work:
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\begin{astlisting}
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\begin{verbatim}
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context queues-manip {
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// Raquel Squelch
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_[IO]6121 => {
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&queue-addremove(dispatch,10,${EXTEN});
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&queue-success(${EXTEN});
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}
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// Brittanica Spears
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_[IO]6165 => {
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&queue-addremove(dispatch,20,${EXTEN});
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&queue-success(${EXTEN});
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}
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// Rock Hudson
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_[IO]6170 => {
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&queue-addremove(sales-general,10,${EXTEN});
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&queue-addremove(customerservice,20,${EXTEN});
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&queue-addremove(dispatch,30,${EXTEN});
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&queue-success(${EXTEN});
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}
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// Saline Dye-on
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_[IO]6070 => {
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&queue-addremove(sales-general,20,${EXTEN});
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&queue-addremove(customerservice,30,${EXTEN});
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&queue-addremove(dispatch,30,${EXTEN});
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&queue-success(${EXTEN});
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}
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}
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\end{verbatim}
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\end{astlisting}
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In the above extensions, note that the queue-addremove macro is used
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to actually add or remove the agent from the applicable queue,
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with the applicable priority level. Note that agents with a
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priority level of 10 will be called before agents with levels
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of 20 or 30.
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In the above example, Raquel will be dialed first in the dispatch
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queue, if she has logged in. If she is not, then the second call of
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Queue() with priority of 20 will dial Brittanica if she is present,
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otherwise the third call of Queue() with MAX\_PENALTY of 0 will
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dial Rock and Saline simultaneously.
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Also note that Rock will be among the first to be called in the sales-general
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queue, and among the last in the dispatch queue. As you can see in
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main menu, the callerID is set in the main menu so they can tell
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which queue incoming calls are coming from.
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The call to queue-success() gives some feedback to the agent
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as they log in and out, that the process has completed.
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\begin{astlisting}
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\begin{verbatim}
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macro queue-success(exten)
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{
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if( ${queue-announce-success} > 0 )
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{
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switch(${exten:0:1})
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{
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case I:
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Playback(agent-loginok);
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Hangup();
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break;
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case O:
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Playback(agent-loggedoff);
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Hangup();
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break;
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}
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}
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}
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\end{verbatim}
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\end{astlisting}
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The queue-addremove macro is defined in this manner:
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\begin{astlisting}
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\begin{verbatim}
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macro queue-addremove(queuename,penalty,exten)
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{
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switch(${exten:0:1})
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{
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case I: // Login
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AddQueueMember(${queuename},Local/${exten:1}@agents,${penalty});
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break;
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case O: // Logout
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RemoveQueueMember(${queuename},Local/${exten:1}@agents);
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break;
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case P: // Pause
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PauseQueueMember(${queuename},Local/${exten:1}@agents);
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break;
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case U: // Unpause
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UnpauseQueueMember(${queuename},Local/${exten:1}@agents);
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break;
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default: // Invalid
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Playback(invalid);
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break;
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}
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}
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\end{verbatim}
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\end{astlisting}
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Basically, it uses the first character of the exten variable, to determine the
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proper actions to take. In the above dial plan code, only the cases I or O are used,
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which correspond to the Login and Logout actions.
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\subsection{Controlling The Way Queues Call the Agents}
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Notice in the above, that the commands to manipulate agents in queues have
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"@agents" in their arguments. This is a reference to the agents context:
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\begin{astlisting}
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\begin{verbatim}
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context agents
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{
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// General sales queue
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8010 =>
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{
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Set(QUEUE_MAX_PENALTY=10);
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Queue(sales-general,t);
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Set(QUEUE_MAX_PENALTY=0);
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Queue(sales-general,t);
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Set(CALLERID(name)=EmptySalQ);
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goto dispatch,s,1;
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}
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// Customer Service queue
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8011 =>
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{
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Set(QUEUE_MAX_PENALTY=10);
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Queue(customerservice,t);
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Set(QUEUE_MAX_PENALTY=0);
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Queue(customerservice,t);
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Set(CALLERID(name)=EMptyCSVQ);
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goto dispatch,s,1;
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}
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8013 =>
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{
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Dial(iax2/sweatshop/9456@from-ecstacy);
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Set(CALLERID(name)=EmptySupQ);
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Set(QUEUE_MAX_PENALTY=10);
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Queue(support-dispatch,t);
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Set(QUEUE_MAX_PENALTY=20);
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Queue(support-dispatch,t);
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Set(QUEUE_MAX_PENALTY=0); // means no max
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Queue(support-dispatch,t);
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goto dispatch,s,1;
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}
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6121 => &callagent(${RAQUEL},${EXTEN});
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6165 => &callagent(${SPEARS},${EXTEN});
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6170 => &callagent(${ROCK},${EXTEN});
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6070 => &callagent(${SALINE},${EXTEN});
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}
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\end{verbatim}
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\end{astlisting}
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In the above, the variables \$\{RAQUEL\}, etc stand for
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actual devices to ring that person's
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phone (like DAHDI/37).
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The 8010, 8011, and 8013 extensions are purely for transferring
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incoming callers to queues. For instance, a customer service
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agent might want to transfer the caller to talk to sales. The
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agent only has to transfer to extension 8010, in this case.
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Here is the callagent macro, note that if a person in the
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queue is called, but does not answer, then they are automatically
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removed from the queue.
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\begin{astlisting}
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\begin{verbatim}
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macro callagent(device,exten)
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{
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if( ${GROUP_COUNT(${exten}@agents)}=0 )
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{
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Set(OUTBOUND_GROUP=${exten}@agents);
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Dial(${device},300,t);
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switch(${DIALSTATUS})
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{
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case BUSY:
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Busy();
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break;
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case NOANSWER:
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Set(queue-announce-success=0);
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goto queues-manip,O${exten},1;
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default:
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Hangup();
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break;
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}
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}
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else
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{
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Busy();
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}
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}
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\end{verbatim}
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\end{astlisting}
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In the callagent macro above, the \$\{exten\} will
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be 6121, or 6165, etc, which is the extension of the agent.
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The use of the GROUP\_COUNT, and OUTBOUND\_GROUP follow this line
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of thinking. Incoming calls can be queued to ring all agents in the
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current priority. If some of those agents are already talking, they
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would get bothersome call-waiting tones. To avoid this inconvenience,
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when an agent gets a call, the OUTBOUND\_GROUP assigns that
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conversation to the group specified, for instance 6171@agents.
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The \$\{GROUP\_COUNT()\} variable on a subsequent call should return
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"1" for that group. If GROUP\_COUNT returns 1, then the busy()
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is returned without actually trying to dial the agent.
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\subsection{Pre Acknowledgement Message}
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If you would like to have a pre acknowledge message with option to reject the message
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you can use the following dialplan Macro as a base with the 'M' dial argument.
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\begin{astlisting}
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\begin{verbatim}
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[macro-screen]
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exten=>s,1,Wait(.25)
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exten=>s,2,Read(ACCEPT,screen-callee-options,1)
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exten=>s,3,Gotoif($[${ACCEPT} = 1] ?50)
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exten=>s,4,Gotoif($[${ACCEPT} = 2] ?30)
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exten=>s,5,Gotoif($[${ACCEPT} = 3] ?40)
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exten=>s,6,Gotoif($[${ACCEPT} = 4] ?30:30)
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exten=>s,30,Set(MACRO_RESULT=CONTINUE)
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exten=>s,40,Read(TEXTEN,custom/screen-exten,)
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exten=>s,41,Gotoif($[${LEN(${TEXTEN})} = 3]?42:45)
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exten=>s,42,Set(MACRO_RESULT=GOTO:from-internal^${TEXTEN}^1)
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exten=>s,45,Gotoif($[${TEXTEN} = 0] ?46:4)
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exten=>s,46,Set(MACRO_RESULT=CONTINUE)
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|
exten=>s,50,Playback(after-the-tone)
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exten=>s,51,Playback(connected)
|
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exten=>s,52,Playback(beep)
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\end{verbatim}
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\end{astlisting}
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\subsection{Caveats}
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|
|
In the above examples, some of the possible error checking has been omitted,
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|
to reduce clutter and make the examples clearer.
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