[asterisk-users] Queues: Knowing when a caller is position 1 (agent phone ringing)

[Timothy Smith]

Dear Mitch,

Thank you so much. This partly solves my problem by a great deal, as
we'll send a message to the agent immediately on picking the call. As
the agents are local SIP channels, I will attempt looking up the
caller's name (if it exists in our database) and set it prior to
entering the queue.

Is there any way of informing the agent (just) before they pick up?
e.g when their phone starts ringing, so that they prepare accordingly?

Regards,
Wilson

On Sun, Aug 4, 2013 at 4:59 AM, Mitch Claborn <mitch_ml at claborn.net> wrote:
> We do something very similar.
>
> Use the gosub parameter of the Queue application to call a subroutine in the
> dial plan when the agent answers the call.
>
> same =>n,Queue(sales,tc,,,,,,sub-QueueConnected)
>
> [sub-QueueConnected]
> ; this runs on the agent/member's channel
> exten =>s,1,NoOp()
>   ; whatever you need to do here
>   same =>n,Return()
>
> See https://wiki.asterisk.org/wiki/display/AST/Asterisk+11+Application_Queue
>
>
> Mitch
>
>
> On 08/03/2013 12:45 PM, Timothy Smith wrote:
>>
>> Hello Folks,
>>
>> I am setting up a call center but we have few agents so one agent is
>> able to handle calls of different languages and different queues. For
>> the agent to identify the caller, I want a popup to appear as the
>> phone starts to ring with the caller's number, language (selected in
>> the IVR), Queue (sales, support etc) and any other information (e.g a
>> URL with parameters)
>>
>> I can send this information either via netcat (to a client such as
>> yac) to a Windows PC but the problem is I do not know when the caller
>> is about to be connected to the agent, so that I run the command. If I
>> wasn't using queues, it would be easy because  I would run the netcat
>> command and then dial the user's extension.
>>
>> My Question is: Is there a way I can know when the caller is just
>> about to be connected to an agent (when the agent's SIP extension
>> starts ringing)?
>>
>> There are these settings setinterfacevar, setqueueentryvar,
>> setqueuevar in queues.conf but when can I use them?
>>
>> Have you guys been in this situation before? Any alternative solutions
>> (sending caller info to an agent)?
>>
>> I am using Asterisk 11 and Windows 7 PCs for agents.
>>
>> Thank you!
>>
>> Kind Regards,
>> Wilson
>>
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