May
04
2009
4

Asterisk 1.4.23 and Queuemetrics 1.5.2 fully support Dynamic Agent Login

The standard method of configuring users in Asterisk 1.2 and early 1.4 was to define an agent in the agents.conf configuration file.  This agent is tied to no particular phone or SIP extension.  When the Agent log’s in he is prompted for three things by the dial plan application, ‘AgentCallBackLogin()’:

1. Agent Number
2. Agent password(defined in agents.conf
3. Dial Back Extension

AgentCallBackLogin makes a lot of sense if CSR’s(Customer Service Representatives) switch phones frequently.  For some of my customers this is the case.  However, most of the Call Centers I’ve deployed have assigned seating.

So I commonly get the question,  “Is it possible to have ‘one touch login/logout’ for my agents?”  The sad answer is no.  It’s a valid question; for agents that never leave their desk why do they need to enter three prompts to login?

(more…)

Apr
22
2009
0

Asterisk: Creating an Extension to Logout Agents from CallerID

I told a customer for the company I for that I would figure out how to logout agents by CID(Caller ID). So I figured, why not kill two birds with one stone. Today we will create a single Queue, Agent, and dial plan to accomplish this goal. I’m using Asterisk 1.4, Fedora 10 and a Polycom IP SIP phone for my demonstration purposes.

When I started this project four hours ago, I thought I would google my way to another successful blog post(and happy customer), but no…  logging out agents in Asterisk is very unintuitive.  The agentcallbacklogin utility has the exact same prompts for logging in as out.  AgentCallbackLogin (when initiated, from the dial plan)  asks for three things, agent, agent password, and call back number.  To eliminate all these prompts I’m using the ‘$CallerID(num)’ variable to automatically answer the agent and call back number.  So the user 8888 dials ‘1000’ and and AgentCallbackLogin assumes he is AGENT/8888 with a password of ‘8888’.

from /etc/asterisk/extensions.conf

exten => 1000,1,AgentcallbackLogin(${CALLERID(num)}||${CALLERID(num)}@savelono-queue-out)
exten => 1000,n,hangup

(more…)

Apr
22
2009
1

extensions.conf – agent logoff example

[general]

static=yes
writeprotect=no

[bogon-calls]

exten => _x.,1,Congestion

[macro-stdexten]
;
;for dialing internal extensions

exten => s,1,Set(dynext=${DB(dynext/${ARG1})})
exten => s,n,NoOp(${dynext})
exten => s,n,NoOp(${LEN(${dynext})})
exten => s,n,GotoIf($[“${LEN(${dynext})}” = “7”]?s,100)
exten => s,n,GotoIf($[“${LEN(${dynext})}” = “10”]?s,100)
exten => s,n,GotoIf($[“${LEN(${dynext})}” = “11”]?s,100)
exten => s,n,GotoIf($[“${LEN(${dynext})}” = “6”]?s,200) ; Calls 6-digit Extension
exten => s,n,GotoIf($[“${LEN(${dynext})}” = “0”]?s,300) ; Calls 6-digit Extension
exten => s,n(dial),Dial(SIP/${dynext},20,twW) ; Ring the interface, 20 seconds maximum
exten => s,n,Goto(s-${DIALSTATUS},1) ; Jump based on status
exten => s,100,Dial(ZAP/g1/${dynext},20,twW) ; Ring the interface, 20 seconds maximum
exten => s,101,Goto(s-${DIALSTATUS},1) ; Jump based on status
exten => s,200,Goto(from-sip,${dynext},1); Calls 6-digit Extension
exten => s,300,Set(dynext=${ARG1})
exten => s,301,Goto(dial)

exten => s-BUSY,1,Voicemail(b${ARG1}) ; If busy, send to voicemail w/ busy announce
exten => s-BUSY,2,Hangup
exten => s-NOANSWER,1,Voicemail(u${ARG1}) ; If unavailable, send to voicemail
exten => s-NOANSWER,2,Hangup
exten => _s-.,1,Goto(s-NOANSWER,1) ; Treat anything else as no answer

[from-sip]

include => test
include => from-internal

[test]

exten => 1234,1,agi(matts-test.agi)
exten => 1234,2,wait(2)
;exten => 1234,n,voicemail(8888)
exten => 1234,n,hangup

[from-internal]

;Standard Internal Extensions

exten => _888X,1,Macro(stdexten,${EXTEN},sip/${EXTEN})
exten => _888X,2,Hangup

;Logon
exten => 1000,1,AgentcallbackLogin(${CALLERID(num)}||${CALLERID(num)}@savelono-queue-out)
exten => 1000,n,hangup

;Logoff – best alternative I’ve found so far
;could be better with additional logic

exten => 1001,1,System(/usr/sbin/asterisk -rx “agent logoff Agent/${CALLERID(NUM)}”)
exten => 1001,n,RemoveQueueMember(savelono-support|Agent/${CALLERID(NUM)})
exten => 1001,n,Playback(agent-loggedoff)
exten => 1001,n,Playback(auth-thankyou)
exten => 1001,n,Hangup

;Logoff this way works but is not very intuitive because you
;have to hit the # key when prompted for a dial back extension
;it really doesn’t make sense to endusers
;
exten => 1002,1,AgentcallbackLogin(${CALLERID(num)}||)
exten => 1002,n,hangup

[savelono-queue-out]

include => from-internal