[asterisk-users] Agent presence

[Rob Hillis]

Hi guys!

We have a call centre that has been moved across from an old Ericsson 
MD110 PABX to an Asterisk server with those in the call centre using 
X-Lite as their softphone.

I'm trying to get Agent presence configured so that X-Lite gives the 
operators a visual indicator of their status - logged on, off and on 
"pause".  I'm using chan_agent for the agents, so agents are logged in 
and out using AgentCallbackLogin (I know it's deprecated in 1.4, but 
it's working well for us at the moment) and the agents are put on 
"pause" using PauseQueueMember and UnpauseQueueMember.

I've figured out I can show whether an agent is logged in or out by 
creating a "dummy" extension with a hint as follows:-

exten => 151,1,Dial(Agent/151)
exten => 151,hint,Agent/151

X-Lite quite happily shows the agent as Ready when they're logged in, 
unavailable when logged out and On the Phone when (funnily enough) 
they're taking a call.  However, when the agent is on "pause", they are 
still shown as Ready.  Is this a limitation of chan_agent, 
Pause/UnpauseQueueMember, Asterisk 1.2's presence support, or is there 
something else I can do in order to get the agent shown indicated as 
something other than "Ready" when they're on pause?