Topic: Help Please with IVR/Queues/Agents etc

[Tib]

What I have so far:

I have an IVR setup: please press 1 for sales press 2 for etc etc

If Sales is not there (I recorded a not available message on the extension) "Thank you for calling ... but I am not available right now please leave message etc etc"

Now what do I have to do if say the person is busy with caller1 and I want caller2 to stay in a queue and the extension to ring once caller1 has finished.

Can someone point me to an in depth IVR setup or give me a step by step on queues, agents, IVR etc and how to tie them together.

I have created an agent and I have created a queue ... but I'm not sure how to tie it all together.

Regards,

Tib

[SARK devs]

just google asterisk queues - it's all pretty straightforward.

Best

S

[PWDasterisk]

Follow up question for Selintra concerning the mentioned scenario -

There are no options in the Sail interface for agent penalties or weights, and queues.conf changes can't be saved under General Edit. Is there any way to implement weighted queues at this time and do you have any plans to put weight and/or penalty fields in the Queues interface in the future? The application would be for agent skill set based queue handling.

Thanks in Advance

[SARK devs]

Anything regarding a specific queue you set in queues.  It is freeform so you can set anything that is in the manual including thigs like static agents and queue parameters.  Queues.conf general settings is in headers - again, you can set anything you like.

Best

S

[PWDasterisk]

This might end up being a feature request as opposed to a HowTo...

I saw the free form entry field when you edit previously created queues... what I was referring to was that queue members are auto populated in queues.conf from the agents criteria that are created by the "Agents" interface which does not have a penalty field associated with any of the (6) queues that they can be assigned to.

your generated queue.conf file has the form:
[Queue]
options here
member => Agent/<agent_number>

asterisk options allow a penalty field after the Agent Number in the form:
member => Agent/<agent_number>,<penalty>   ; this allows weighting of agents based on relative skill set

any ideas how to implement this as it exists now???  Thanks

[SARK devs]

any ideas how to implement this as it exists now???

use permanent members

Code: [Select]

[testQ]
periodic-announce=usergreeting1003
queue-callswaiting=silence/1
queue-thereare=silence/1
queue-youarenext=silence/1
retry=5
strategy=ringall
timeout=30
wrapuptime=0
leavewhenempty=no
eventmemberstatus=no
eventwhencalled=no
joinempty=yes
announce-holdtime=no
maxlen=0

member=>SIP/4020,1
member=>SIP/4101,2
Looking at the console this gives....

Code: [Select]

show queues
testQ        has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime), W:0, C:0, A:0, SL:0.0% within 0s
   Members:
      SIP/4020 with penalty 1 (Not in use) has taken no calls yet
      SIP/4101 with penalty 2 (Not in use) has taken no calls yet
   No Callers


S

[PWDasterisk]

Thank You - "use permanent members"  answered my question.

I was trying to find out if the Sail interface for dynamic agent assignment could be associated with the penalty option - as opposed to manually using static agent mapping. That is why I stated in an earlier post that was possibly a feature request as opposed to a HowTo.

Please mention this as an option for future releases. It would entail adding a penalty field next to the pull down selection for each queue an agent is associated with, then adding that penalty value after the agent data in queues.conf

[SARK devs]

Also,  I think you may be able to simply ignore the agent entries (I.E. don't fill them out) and fill out the agent entry directly into the queue entry.

S

[Tib]

just google asterisk queues - it's all pretty straightforward.

Best

S

Thanks ... I found some good tutorials

Regards,

Tib