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

[Timothy Smith]

Dear Tiago,

Thanks for your answer, but I have a few questions.

Do you use queues? We are operating a call centre with several queues,
so I don't see how we would use the Dial command. When a call comes
in, we enter the caller (depending on what options he has selected)
into a queue. Do you have any alternative method, which would involve
dialling the agent directly as you described below?

regards,
T

On Sun, Aug 4, 2013 at 3:47 PM, Tiago Geada <tiago.geada at gmail.com> wrote:
> Hi,
>
> Our queue members are Local channels, thus when dialing the agent, the
> dialplan will do several stuff including:
>
> Set(CALLERID(name)=${CALLERID(name)}:Sales)
> UserEvent(something,data: ${bunch-of-data-in-some-format})
> Dial(SIP/final-agent-phone,timeout,A(Sales))
>
> The UserEvent will be picked up by our client-register-ticket-stuff software
>
> The announcement A() will be heard by the agent upon answering the call like
> "sales call"
>
>
> On 4 August 2013 02:59, 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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>>
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>
>
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