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diff --git a/doc/queues-with-callback-members.txt b/doc/queues-with-callback-members.txt deleted file mode 100644 index c58c30a28..000000000 --- a/doc/queues-with-callback-members.txt +++ /dev/null @@ -1,521 +0,0 @@ - -Setting up Call Queues -- A Tutorial - -Pardon, but the dialplan in this tutorial will be expressed -in AEL, the new Asterisk Extension Language. If you are -not used to its syntax, we hope you will find it to some -degree intuitive. If not, there are documents explaining -its syntax and constructs. - - -====== Configuring Call Queues - -First of all, set up call queues in queue.conf - -Here is an example: - - =========== queues.conf =========== - | ; Cool Digium Queues | - | [general] | - | persistentmembers = yes | - | | - | ; General sales queue | - | [sales-general] | - | music=default | - | context=sales | - | strategy=ringall | - | joinempty=strict | - | leavewhenempty=strict | - | | - | ; Customer service queue | - | [customerservice] | - | music=default | - | context=customerservice | - | strategy=ringall | - | joinempty=strict | - | leavewhenempty=strict | - | | - | ; Support dispatch queue | - | [support-dispatch] | - | music=default | - | context=dispatch | - | strategy=ringall | - | joinempty=strict | - | leavewhenempty=strict | - =================================== - -In the above, we have defined 3 separate calling queues: -sales-general, customerservice, and support-dispatch. - -Please note that the sales-general queue specifies a -context of "sales", and that customerservice specifies the -context of "customerservice", and the support-dispatch -queue specifies the context "dispatch". These three -contexts must be defined somewhere in your dialplan. -We will show them after the main menu below. - -<verbage explaining options above> -In the [general] section, specifying the persistentmembers=yes, -will cause the agent lists to be stored in astdb, and -recalled on startup. - -The strategy=ringall will cause all agents to be dialed -together, the first to answer is then assigned the incoming -call. - -"joinempty" set to "strict" will keep incoming callers from -being placed in queues where there are no agents to take calls. -The Queue() application will return, and the dial plan can -determine what to do next. - -If there are calls queued, and the last agent logs out, the -remaining incoming callers will immediately be removed from -the queue, and the Queue() call will return, IF the "leavewhenempty" is -set to "strict". - - -===================================== -| Routing incoming Calls to Queues | -===================================== - - -Then in extensions.ael, you can do these things: - -================ The Main Menu - -At Digium, incoming callers are sent to the "mainmenu" context, where they -are greeted, and directed to the numbers they choose... - -context mainmenu { - - includes { - digium; - queues-loginout; - } - - 0 => goto dispatch|s|1; - 2 => goto sales|s|1; - 3 => goto customerservice|s|1; - 4 => goto dispatch|s|1; - - s => { - Ringing(); - Wait(1); - Set(attempts=0); - Answer(); - Wait(1); - Background(digium/ThankYouForCallingDigium); - Background(digium/YourOpenSourceTelecommunicationsSupplier); - WaitExten(0.3); - repeat: - Set(attempts=$[${attempts} + 1]); - Background(digium/IfYouKnowYourPartysExtensionYouMayDialItAtAnyTime); - WaitExten(0.1); - Background(digium/Otherwise); - WaitExten(0.1); - Background(digium/ForSalesPleasePress2); - WaitExten(0.2); - Background(digium/ForCustomerServicePleasePress3); - WaitExten(0.2); - Background(digium/ForAllOtherDepartmentsPleasePress4); - WaitExten(0.2); - Background(digium/ToSpeakWithAnOperatorPleasePress0AtAnyTime); - if( ${attempts} < 2 ) { - WaitExten(0.3); - Background(digium/ToHearTheseOptionsRepeatedPleaseHold); - } - WaitExten(5); - if( ${attempts} < 2 ) goto repeat; - Background(digium/YouHaveMadeNoSelection); - Background(digium/ThisCallWillBeEnded); - Background(goodbye); - Hangup(); - } -} - - -============= The Contexts referenced from the queues.conf file - - - -context sales { - - 0 => goto dispatch|s|1; - 8 => Voicemail(${SALESVM}); - - s => { - Ringing(); - Wait(2); - Background(digium/ThankYouForContactingTheDigiumSalesDepartment); - WaitExten(0.3); - Background(digium/PleaseHoldAndYourCallWillBeAnsweredByOurNextAvailableSalesRepresentative); - WaitExten(0.3); - Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage); - Set(CALLERID(name)=Sales); - Queue(sales-general|t); - Set(CALLERID(name)=EmptySalQ); - goto dispatch|s|1; - Playback(goodbye); - Hangup(); - } -} - -Please note that there is only one attempt to queue a call in the sales queue. All sales agents that -are logged in will be rung. - - -context customerservice { - - 0 => { - SetCIDName(CSVTrans); - goto dispatch|s|1; - } - 8 => Voicemail(${CUSTSERVVM}); - - s => { - Ringing(); - Wait(2); - Background(digium/ThankYouForCallingDigiumCustomerService); - WaitExten(0.3); - notracking: - Background(digium/PleaseWaitForTheNextAvailableCustomerServiceRepresentative); - WaitExten(0.3); - Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage); - Set(CALLERID(name)=Cust Svc); - Set(QUEUE_MAX_PENALTY=10); - Queue(customerservice|t); - Set(QUEUE_MAX_PENALTY=0); - Queue(customerservice|t); - Set(CALLERID(name)=EmptyCSVQ); - goto dispatch|s|1; - Background(digium/NoCustomerServiceRepresentativesAreAvailableAtThisTime); - Background(digium/PleaseLeaveAMessageInTheCustomerServiceVoiceMailBox); - Voicemail(${CUSTSERVVM}); - Playback(goodbye); - Hangup(); - } -} - -Note that calls coming into customerservice will first be try to queue -calls to those agents with a QUEUE_MAX_PENALTY of 10, and if none are available, -then all agents are rung. - - -context dispatch -{ - - s => { - Ringing(); - Wait(2); - Background(digium/ThankYouForCallingDigium); - WaitExten(0.3); - Background(digium/YourCallWillBeAnsweredByOurNextAvailableOperator); - Background(digium/PleaseHold); - Set(QUEUE_MAX_PENALTY=10); - Queue(dispatch|t); - Set(QUEUE_MAX_PENALTY=20); - Queue(dispatch|t); - Set(QUEUE_MAX_PENALTY=0); - Queue(dispatch|t); - Background(digium/NoOneIsAvailableToTakeYourCall); - Background(digium/PleaseLeaveAMessageInOurGeneralVoiceMailBox); - Voicemail(${DISPATCHVM}); - Playback(goodbye); - Hangup(); - } -} - -And in the dispatch context, first agents of priority 10 are tried, then -20, and if none are available, all agents are tried. - -Notice that a common pattern is followed in each of the three queue contexts: - -First, you set QUEUE_MAX_PENALTY to a value, then you call -Queue(<queue-name>,option,... (see the documentation for the Queue application)); - -In the above, note that the "t" option is specified, and this allows the -agent picking up the incoming call the luxury of transferring the call to -other parties. - -The purpose of specifying the QUEUE_MAX_PENALTY is to develop a set of priorities -amongst agents. By the above usage, agents with lower number priorities will -be given the calls first, and then, if no-one picks up the call, the QUEUE_MAX_PENALTY -will be incremented, and the queue tried again. Hopefully, along the line, someone -will pick up the call, and the Queue application will end with a hangup. - -The final attempt to queue in most of our examples sets the QUEUE_MAX_PENALTY -to zero, which means to try all available agents. - - -========================================= -| Assigning agents to Queues | -========================================= - -In this example dialplan, we want to be able to add and remove agents to -handle incoming calls, as they feel they are available. As they log in, -they are added to the queue's agent list, and as they log out, they are -removed. If no agents are available, the queue command will terminate, and -it is the duty of the dialplan to do something appropriate, be it sending -the incoming caller to voicemail, or trying the queue again with a higher -QUEUE_MAX_PENALTY. - -Because a single agent can make themselves available to more than one queue, -the process of joining multiple queues can be handled automatically by the -dialplan. - - -================= Agents Log In and Out - - -context queues-loginout -{ - 6092 => { - Answer(); - Read(AGENT_NUMBER,agent-enternum); - VMAuthenticate(${AGENT_NUMBER}@default,s); - Set(queue-announce-success=1); - goto queues-manip,I${AGENT_NUMBER},1; - } - - 6093 => { - Answer(); - Read(AGENT_NUMBER,agent-enternum); - Set(queue-announce-success=1); - goto queues-manip,O${AGENT_NUMBER},1; - } -} - - -In the above contexts, the agents dial 6092 to log into their queues, -and they dial 6093 to log out of their queues. The agent is prompted -for their agent number, and if they are logging in, their passcode, -and then they are transferred to the proper extension in the -queues-manip context. The queues-manip context does all the -actual work: - - -context queues-manip { - - // Raquel Squelch - _[IO]6121 => { - &queue-addremove(dispatch,10); - &queue-success(); - } - - // Brittanica Spears - _[IO]6165 => { - &queue-addremove(dispatch,20); - &queue-success(); - } - - // Rock Hudson - _[IO]6170 => { - &queue-addremove(sales-general,10); - &queue-addremove(customerservice,20); - &queue-addremove(dispatch,30); - &queue-success(); - } - - // Saline Dye-on - _[IO]6070 => { - &queue-addremove(sales-general,20); - &queue-addremove(customerservice,30); - &queue-addremove(dispatch,30); - &queue-success(); - } -} - -In the above extensions, note that the queue-addremove macro is used -to actually add or remove the agent from the applicable queue, -with the applicable priority level. Note that agents with a -priority level of 10 will be called before agents with levels -of 20 or 30. - -In the above example, Raquel will be dialed first in the dispatch -queue, if she has logged in. If she is not, then the second call of -Queue() with priority of 20 will dial Brittanica if she is present, -otherwise the third call of Queue() with MAX_PENALTY of 0 will -dial Rock and Saline simultaneously. - -Also note that Rock will be among the first to be called in the sales-general -queue, and among the last in the dispatch queue. As you can see in -main menu, the callerID is set in the main menu so they can tell -which queue incoming calls are coming from. - -The call to queue-success() gives some feedback to the agent -as they log in and out, that the process has completed. - -macro queue-success() -{ - if( ${queue-announce-success} > 0 ) - { - switch(${MACRO_EXTEN:0:1}) - { - case I: - Playback(agent-loginok); - Hangup(); - break; - case O: - Playback(agent-loggedoff); - Hangup(); - break; - } - } -} - - -The queue-addremove macro is defined in this manner: - -macro queue-addremove(queuename,penalty) -{ - switch(${MACRO_EXTEN:0:1}) - { - case I: // Login - AddQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents,${penalty}); - break; - case O: // Logout - RemoveQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); - break; - case P: // Pause - PauseQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); - break; - case U: // Unpause - UnpauseQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); - break; - default: // Invalid - Playback(invalid); - break; - } -} - -Basically, it uses the first character of the MACRO_EXTEN variable, to determine the -proper actions to take. In the above dial plan code, only the cases I or O are used, -which correspond to the Login and Logout actions. - - -======================================================= -| Controlling The Way Queues Call the Agents | -======================================================= - -Notice in the above, that the commands to manipulate agents in queues have -"@agents" in their arguments. This is a reference to the agents context: - -context agents -{ - // General sales queue - 8010 => - { - Set(QUEUE_MAX_PENALTY=10); - Queue(sales-general|t); - Set(QUEUE_MAX_PENALTY=0); - Queue(sales-general|t); - Set(CALLERID(name)=EmptySalQ); - goto dispatch|s|1; - } - // Customer Service queue - 8011 => - { - Set(QUEUE_MAX_PENALTY=10); - Queue(customerservice|t); - Set(QUEUE_MAX_PENALTY=0); - Queue(customerservice|t); - Set(CALLERID(name)=EMptyCSVQ); - goto dispatch|s|1; - } - 8013 => - { - Dial(iax2/sweatshop/9456@from-ecstacy); - - Set(CALLERID(name)=EmptySupQ); - Set(QUEUE_MAX_PENALTY=10); - Queue(support-dispatch,t); - Set(QUEUE_MAX_PENALTY=20); - Queue(support-dispatch,t); - Set(QUEUE_MAX_PENALTY=0); // means no max - Queue(support-dispatch,t); - goto dispatch|s|1; - } - 6121 => &callagent(${RAQUEL}); - 6165 => &callagent(${SPEARS}); - 6170 => &callagent(${ROCK}); - 6070 => &callagent(${SALINE}); -} - -In the above, the variables ${RAQUEL}, etc stand for -actual devices to ring that person's -phone (like Zap/37). - -The 8010, 8011, and 8013 extensions are purely for transferring -incoming callers to queues. For instance, a customer service -agent might want to transfer the caller to talk to sales. The -agent only has to transfer to extension 8010, in this case. - -Here is the callagent macro, note that if a person in the -queue is called, but does not answer, then they are automatically -removed from the queue. - -macro callagent(device) -{ - if( ${GROUP_COUNT(${MACRO_EXTEN}@agents)}=0 ) - { - Set(OUTBOUND_GROUP=${MACRO_EXTEN}@agents); - Dial(${device}|300|t); - switch(${DIALSTATUS}) - { - case BUSY: - Busy(); - break; - case NOANSWER: - Set(queue-announce-success=0); - goto queues-manip|O${MACRO_EXTEN}|1; - default: - Hangup(); - break; - } - } - else - { - Busy(); - } -} - -In the callagent macro above, the ${MACRO_EXTEN} will -be 6121, or 6165, etc, which is the extension of the agent. - -The use of the GROUP_COUNT, and OUTBOUND_GROUP follow this line -of thinking. Incoming calls can be queued to ring all agents in the -current priority. If some of those agents are already talking, they -would get bothersome call-waiting tones. To avoid this inconvenience, -when an agent gets a call, the OUTBOUND_GROUP assigns that -conversation to the group specified, for instance 6171@agents. -The ${GROUP_COUNT()} variable on a subsequent call should return -"1" for that group. If GROUP_COUNT returns 1, then the busy() -is returned without actually trying to dial the agent. - -================ Pre Acknowledgement Message - -If you would like to have a pre acknowledge message with option to reject the message -you can use the following dialplan Macro as a base with the 'M' dial argument. - -[macro-screen] -exten=>s,1,Wait(.25) -exten=>s,2,Read(ACCEPT|screen-callee-options|1) -exten=>s,3,Gotoif($[${ACCEPT} = 1] ?50) -exten=>s,4,Gotoif($[${ACCEPT} = 2] ?30) -exten=>s,5,Gotoif($[${ACCEPT} = 3] ?40) -exten=>s,6,Gotoif($[${ACCEPT} = 4] ?30:30) -exten=>s,30,Set(MACRO_RESULT=CONTINUE) -exten=>s,40,Read(TEXTEN|custom/screen-exten|) -exten=>s,41,Gotoif($[${LEN(${TEXTEN})} = 3]?42:45) -exten=>s,42,Set(MACRO_RESULT=GOTO:from-internal^${TEXTEN}^1) -exten=>s,45,Gotoif($[${TEXTEN} = 0] ?46:4) -exten=>s,46,Set(MACRO_RESULT=CONTINUE) -exten=>s,50,Playback(after-the-tone) -exten=>s,51,Playback(connected) -exten=>s,52,Playback(beep) - -================ Caveats - -In the above examples, some of the possible error checking has been omitted, -to reduce clutter and make the examples clearer. - |