asterisk acd
DESCRIPTION
Asterisk ACD. Routes calls in a call center environment to appropriate agents, based on skill-sets, time available and priority level To configure ACD we need to configure queues.conf, agents.conf, extensions.conf and sip/iax/zapata.conf. queues.conf. - PowerPoint PPT PresentationTRANSCRIPT
Asterisk ACD
Routes calls in a call center environment to appropriate agents, based on skill-sets, time available and priority level
To configure ACD we need to configure queues.conf, agents.conf, extensions.conf and sip/iax/zapata.conf
queues.conf
If an agent is busy placing a call in a queue, the queues are configured in the queue.conf file
Sections of a queue.conf file: The general section supports only persistent members. If set to yes and if a member is added to the system via the AddQueueMember() application, the application will be stored in AstDB and retained when restarting
PeriodicannouncePeriodicannounce and periodic-announce-frequency plays
messages such as “Thank you for holding ….” at regular intervals
WeightAssign a rank to the queue. If calls are waiting in multiple
queues, then the queue with the highest weight values will be presented to agents first.
LeavewhenemptyTo remove callers from a queue when no agent is present, set
this option to yesWrapuptimeAllow a few seconds’ break to an agent after completing a
callMemberdelayDelay between the time when a queue identifies a free agent
and when the call is connected to that agent
TimeoutrestartIf set to yes, then the timeout for an agent is reset if a BUSY or
CONGESTION is received
Strategy to distribute calls
ringall Ring all available channelsroundrobin Use the first available channel, then the second
and so on. Deprecated in 1.4; use rrmemory insteadleastrecent Ring the interface least recently called by this
queuefewestcalls Ring the interface handling the fewest calls
from this queuerandom Ring randomlyrrmemory Round robin with memory. Remember where
we left off the last ring pass
TimeoutTimeout in seconds when calling an agentAnnouncePlay a file to an agent before the caller is connected. Useful
for agents who are logged into more than one queuemember => member_nameMembers of queueFor examplemember => agent/@1 a groupmember => agent/501 single agent
Monitor-formatRecord all completed calls. Possible values are wav, gsm,
wav49Monitor-joinIf set to yes, it is an indication to merge the two files
Extensions.conf application
Queue()Format is Queue(queuename[|options[|URL][|announceoverride][|timeout]])queuename name of the context in queue.confOptions:t Allow the called user to transfer the callT Allow the calling user to transfer the callh Allow the called person to hangup by pressing *H Allow the calling person to hangup by pressing *n Forbid retries if there is a timeout. Exit and move to
next extensionr Ring instead of music-on-holdURL Send a URL to the called user if a channel supports this
facility
AnnounceoverrideSet a sound file to override the one set in queues.confTimeoutMaximum time to wait in queue. The next extension will be
executed after the timeout
agents.conf
Configures agents for the queues
The [general] section contains only one parameter, which is persistentagents. This option specifies whether the agent call-back logins have to be stored in an Asterisk database or not.
The following parameters define the agents:
autologoff How long the phone has to ring without answering before an agent is logged off
ackall If an agent is logging with agentcallbacklogin, then an acknowledgement is required by pressing the # sign if this option is yes
Wrapuptime Time after the conversation is over Musiconhold Define the music-on-hold classUpdatecdr Change the source channel in cdr to
agent/agent-id to determine which agent generated the call
Group Group agents for easy managementgroup=groupnumber examplegroup =1agent => 888,888,user1
Custom-beep Accepts the filename as an argument. Notifies an agent about an incoming call
Recordagentcalls Accept the argument yes or no. Specifies whether an agent’s calls should be
recorded or not
Recordformat Specifies the recording format (wav49, gsm or wav)
Savecallsin Specifies the path to store recordingsUrlprefixString appended to the start of the text to be added
to the recording’s name
Creation of agentFormat isAgent => agentnumber, agent_password, nameAgent_number is an agent’s numberAgent_password is an agent’s passwordName is an agent’s actual name
Extensions.conf application
AgentLogin()Logs an agent to receive calls. An agent can hang-up a call by
pressing the * keyFormat isAgentLogin([AgentNo][,options])The Option argument contains s, which causes the login to be
silentExampleExten => 123,1,AgentLogin(42,s)AgentCallbackLogin()Format isAgentCallbackLogin([AgentNo|][exten]@context) This application asks the agent to login to the system with call
back