I am a newbie on this forum. I have been checking all the post for On-Hook, ring_all, busy call..., but I could find solution to my problem. The following
is our system information:
VERSION: 2.4-338a BUILD: 110923-2043| Asterisk 1.4.27.1-vici | ViciBox_Redux.i686-2.0.0 | OpenSuSE v.11.1 32-Bit | Kernel 2.6.27.45 w/PAE
Our Call Center model is to not have Sale Agents login to Vicidial Agent via the Web browser. Thus, I have configured the Vicidial system to accept Inbound
calls directly to a DID which call an extension 2009 with following settings for an Inbound DID:
DID Extension: 9162520449
DID Description:
Active: Y
DID Route: AGENT
Record Call: N
Extension: 2009
Extension Context: default
Voicemail Box: 2009
Phone Extension: 2009
Server IP: x.x.x.171
Call Menu: P_Menu - Sale Welcome Menu - welcome|for-sales|press|./digits/1|for-tech-support|press|./digits/2|silence|if-u-know-ext-dial
User Agent: 7777
User Unavailable Action: EXTEN
User Route Settings In-Group: AGENTDIRECT - Single Agent Direct
############################
Then I also configure the following for an 800 # with a Call Menu by following the Manager manual 2.2.1:
Add a “If you know the extension...” option to a Call Menu with AGENTDIRECT DID entries
Both of the two listed above setup are working fine.
PROBLEM:
When an agent is busy on the line with a customer, the second inbound call to the same agent/DID/Exten need to forward to a group of operators with a ring_all option when there is no agent login to Vicidial. Is there a way to do this in Vicidial? Any help with this problem is greatly appreciat it. When I try call to simulate this problem on the system with the listed above setup, the second inbound call alert on the second line of the same phone for a few ring then go to voicemail.
So far I have tried the following Custom Dial Plan at the server level where Exten = 2000 is the operator phone, but it did not work:
exten => 2009,1,Wait(2)
exten => 2009,2,GotoIf($["${DIALSTATUS}" = "BUSY"]?busy:unavail)
exten => 2009,n(unavail),Dial(SIP/2000|60|)
exten => 2009,n,Hangup()
exten => 2009,n(busy),Dial(SIP/2000|60|)
exten => 2009,n,Hangup()
Please help!
Thank you so much in advance,
TD