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…)

May
04
2009
0

queues.conf – Asterisk 1.4.23 and Queuemetrics 1.5.2 fully support Dynamic Agent Login

[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

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

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