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
1

queues.conf – agent logoff example

[general]

monitor-type=MixMonitor
eventmemberstatus=no
eventwhencalled=no

;[default]
;
; Default settings for queues (currently unused)
;

[savelono-support]

context = savelono-queue-out
musiconhold = default
strategy = leastrecent
timeout = 10
retry = 5
wrapuptime=20
announce-frequency = 90
announce-holdtime = no
announce-round-seconds = 30
queue-youarenext = queue-youarenext
queue-thereare = queue-thereare
queue-callswaiting = queue-callswaiting
queue-thankyou = queue-thankyou
monitor-format = wav
monitor-join = yes
joinempty = yes
eventmemberstatus=no
autofill=yes
;memberdelay = 1

member => Agent/8888