Busy Call Forward to Operator with ring_all

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Busy Call Forward to Operator with ring_all

Postby tqdpro » Sat Mar 10, 2012 8:09 pm

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
tqdpro
 
Posts: 4
Joined: Sat Mar 10, 2012 6:58 pm

Postby williamconley » Mon Apr 09, 2012 11:15 pm

1) Welcome to the party! 8-)

2) Looks like you've done a lot of Asterisk work to simulate something that already exists in Vicidial without any customization. Switch back or explain why this does not meet your criteria (sorry, no time to deep read/analyze your post ... so give a reason why this doesn't fit when using Remote Agents and I'll see if I can address it with stuff Matt has already built!).

Next Agent Call - This determines which agent receives the next call that is available:
- random: orders by the random update value in the vicidial_live_agents table
- oldest_call_start: orders by the last time an agent was sent a call. Results in agents receiving about the same number of calls overall.
- oldest_call_finish: orders by the last time an agent finished a call. AKA agent waiting longest receives first call.
- oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls overall.
- oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.
- overall_user_level: orders by the user_level of the agent as defined in the vicidial_users table a higher user_level will receive more calls.
- inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.
- campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.
- ingroup_grade_random: gives a higher probability of getting a call to the higher graded agents by in-group.
- campaign_grade_random: gives a higher probability of getting a call to the higher graded agents by campaign.
- fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.
- fewest_calls_campaign: orders by the number of calls received by an agent for the campaign. Least calls first.
- longest_wait_time: orders by the amount of time agent has been actively waiting for a call.
- ring_all: rings all available agents until one picks up the phone.
NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
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Postby tqdpro » Wed Apr 11, 2012 8:28 pm

Hi William,

Thank you so much for your help and replied! I am aware of the Call Next Agent and ring_all features. But, it looks like these features ONLY work when there is an Agent who must login the Vicidial web agent or remote agent apps. Our Call Center model is to not have Sale Agents login to Vicidial Agent via the Web browser and only use IP phone with manual dialing out. In this case, those two features do not work. We do not want to customize Vicidial. Are there ways in Vicidal to accomplish the following scenarios?

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.

Thanks,
TD
tqdpro
 
Posts: 4
Joined: Sat Mar 10, 2012 6:58 pm


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