[asterisk-users] How to integrate Asterisk with Avaya
kyriakos at otenettel.com
Tue Nov 20 09:42:20 CST 2007
Im not talking about connecting Asterisk with Avaya system. I just
mentioned Avaya because on a presentation I've been to, they said that this
could be done. I want to do this on Asterisk. I already have a call centre
setup with 5 different queues with same weights but it seems that ACD is not
taking into consideration how long the call has been waiting in each queue
and its randomly choosing queue for next available agent. The result is that
some calls might be answered even though they have much shorter waiting time
in queue than calls to other queues.
I would like to create only one queue and have customers choose using an IVR
a call category (Sales, Tech support, accounting, etc.), tag the call with a
code or something so asterisk will know what this call is about, send it
into queue along with other category calls, and when its time to be sent to
the next available agent, it should be sent to an agent marked with the same
code that the call is tagged with ie if call is tagged for sales then the
available agent with the highest weight for skill "SALES" should answer the
This way I make sure I have FIFO for incoming calls.
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of C F
Sent: Tuesday, November 20, 2007 5:23 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [asterisk-users] How to integrate Asterisk with Avaya
which Avaya system?
and what are you trying to add with asterisk?
On 11/20/07, Dovid B <asteriskusers at dovid.net> wrote:
> > Hello Everyone,
> > Can someone please point to sources how to integrate Asterisk PBX with
> > Avaya..?
> > What normalize and expose protocol/API does Avaya support which can be
> > use with Asterisk?
> > Thanks in advance,
> > -C
> What are you trying to do between asterisk and Avaya ? Avaya has software
> (forgot the name of it) that allows you to connect to it and set the
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