[Asterisk-Users] Extension and phone management bestpractices??

[Steven Critchfield]

On Wed, 2003-08-13 at 15:45, Devon Henderson wrote:
> Exactly, Steven.  However, we also want the following logic to work:
> 
> Agent 1 (ext. 1234) can login (either via the telephone, or preferably, a
> web interface) from either of the below locations and have calls from one or
> more queues routed to their phone:
> - Any phone in any of our offices
> - Any external phone on the public telephone network
> 
> We have agents who work both from home and from the office.  Some agents are
> always in the office, some are always at home, and some alternate between
> the two.

Okay, you have cleared it up enough to see that you want 2 things
accomplished here. First you are wanting the extension logic to be
person oriented, and a person logs in and the calls are routed to the
user. Second, you wish to do queues where the user logs in. While you
very well may be able to consolidate the 2 login functions by having the
user login take care of the queue login, you need to remember that
extension logic is separate from queue logic and may require a user to
double login, once for the switch and then to the queue.

> I've thought about tying extensions to phones/locations, but I think it
> would be a little too messy.  Because each agent would have multiple
> extensions to deal with, tracking individual performance statistics (AHT,
> AWT, schedule adherence, etc.) would become pretty convoluted.  As would
> managing extensions, users, and the queues themselves.  We're expanding at
> such a rapid rate that our agent population will most likely be in the
> triple digits within a few months, so this is a big issue.
> 
> I'm not a programmer (there's someone else here who's going to be handling
> that side of our Asterisk implementation) so I may be missing something from
> this picture.. so feel free to say "Actually, you can do that easily by
> using <fill in the blanks>." :)
> 
> - Devon
> 
> 
> 
> -----Original Message-----
> From: asterisk-users-admin at lists.digium.com
> [mailto:asterisk-users-admin at lists.digium.com]On Behalf Of Steven
> Critchfield
> Sent: Wednesday, August 13, 2003 11:17 AM
> To: asterisk-users at lists.digium.com
> Subject: RE: [Asterisk-Users] Extension and phone management
> bestpractices??
> 
> 
> Brian, what the person was asking for was to have a user with extension
> 1234 sit down at a desk and login to their pbx and have extension 1234
> ring the phone the login was done from. What you described below would
> tell the switch that user is sitting at extension xxxx, but not that
> 1234 should ring at that specific phone.
> 
> The problem is just enough unique of that problem.
> 
> On Wed, 2003-08-13 at 13:03, Brian West wrote:
> > Nope.. sure doesn't.. You call the AgentLoginCallback extension from any
> > phone.. Enter you agent ID.. and Password... then enter the extension your
> > calls should go to and its done.
> >
> > bkw
> >
> > On Wed, 13 Aug 2003, Devon Henderson wrote:
> >
> > > Being a relative Asterisk newbie, I may be wrong.. but as far as I can
> tell,
> > > it doesn't.  The standard queue/agent logic requires that you assign an
> > > extension to a phone.
> > >
> > > Someone correct me if I'm wrong, please. :)
> > >
> > > - Devon
> > >
> > >
> > > -----Original Message-----
> > > From: asterisk-users-admin at lists.digium.com
> > > [mailto:asterisk-users-admin at lists.digium.com]On Behalf Of Brian West
> > > Sent: Wednesday, August 13, 2003 10:10 AM
> > > To: asterisk-users at lists.digium.com
> > > Subject: RE: [Asterisk-Users] Extension and phone management best
> > > practices??
> > >
> > >
> > > AgentLoginCallback does this doesn't it?
> > >
> > > On Wed, 13 Aug 2003, Steven Critchfield wrote:
> > >
> > > > On Wed, 2003-08-13 at 11:28, Devon Henderson wrote:
> > > > > We're still in the planning stages of our Asterisk implementation,
> but
> > > we
> > > > > have a requirement that the extension be mapped to a user, with the
> > > phone as
> > > > > a variable (we have hot seats in our contact center, and we also
> have
> > > agents
> > > > > that work both from remote locations and our contact center).
> > > > >
> > > > > So, I am also very interested to see what everyone has to say about
> > > this.
> > > >
> > > > All of this can be done in a very simple dbapp or agi app. BAsically
> all
> > > > you need is a way to identify the user and the channel they are on.
> Then
> > > > you just consult your data store for the mapping.
> > > >
> > > > So your basic app should need a login script, a logout script, and a
> > > > translation extension logic.
> > > >
> > > > login script should look to see if another user had logged in at that
> > > > phone and disable that login. logout script can make the mapping
> invalid
> > > > so dial will jump to voicmail. Your extension logic would just need to
> > > > be a pattern match on your extensions, and a lookup of the extension
> in
> > > > the data store, retrieving the current mapping and attempt to dial the
> > > > phone listed. Might even want to include the technology in your
> mapping
> > > > as it will let you go SIP, H323, IAX, and Zap channels.
> > > > --
> > > > Steven Critchfield  <critch at basesys.com>
> 
> 
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-- 
Steven Critchfield  <critch at basesys.com>