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Asterisk ACD

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.

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Asterisk ACD

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  1. 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

  2. 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 • Periodicannounce Periodicannounce and periodic-announce-frequency plays messages such as “Thank you for holding ….” at regular intervals

  3. Weight Assign 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. • Leavewhenempty To remove callers from a queue when no agent is present, set this option to yes • Wrapuptime Allow a few seconds’ break to an agent after completing a call • Memberdelay Delay between the time when a queue identifies a free agent and when the call is connected to that agent

  4. Timeoutrestart If 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 channels roundrobin Use the first available channel, then the second and so on. Deprecated in 1.4; use rrmemory instead leastrecent Ring the interface least recently called by this queue fewestcalls Ring the interface handling the fewest calls from this queue random Ring randomly rrmemory Round robin with memory. Remember where we left off the last ring pass

  5. Timeout Timeout in seconds when calling an agent Announce Play a file to an agent before the caller is connected. Useful for agents who are logged into more than one queue member => member_name Members of queue For example member => agent/@1 a group member => agent/501 single agent

  6. Monitor-format Record all completed calls. Possible values are wav, gsm, wav49 Monitor-join If set to yes, it is an indication to merge the two files

  7. Extensions.conf application Queue() Format is Queue(queuename[|options[|URL][|announceoverride][|timeout]]) queuename name of the context in queue.conf Options: t Allow the called user to transfer the call T Allow the calling user to transfer the call h 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 extension r Ring instead of music-on-hold URL Send a URL to the called user if a channel supports this facility

  8. Announceoverride Set a sound file to override the one set in queues.conf Timeout Maximum time to wait in queue. The next extension will be executed after the timeout

  9. 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

  10. Wrapuptime Time after the conversation is over Musiconhold Define the music-on-hold class Updatecdr Change the source channel in cdr to agent/agent-id to determine which agent generated the call Group Group agents for easy management group=groupnumber example group =1 agent => 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

  11. Recordformat Specifies the recording format (wav49, gsm or wav) Savecallsin Specifies the path to store recordings Urlprefix String appended to the start of the text to be added to the recording’s name Creation of agent Format is Agent => agentnumber, agent_password, name Agent_number is an agent’s number Agent_password is an agent’s password Name is an agent’s actual name

  12. Extensions.conf application AgentLogin() Logs an agent to receive calls. An agent can hang-up a call by pressing the * key Format is AgentLogin([AgentNo][,options]) The Option argument contains s, which causes the login to be silent Example Exten => 123,1,AgentLogin(42,s) AgentCallbackLogin() Format is AgentCallbackLogin([AgentNo|][exten]@context) This application asks the agent to login to the system with call back

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