[Asterisk-Users] Agents

[Dylan VanHerpen]

James,

Agents and Queues are part of a system known as Automated Call
Distribution (ACD). Incoming calls go into a queue, where they may
receive some form of call treatment (an initial announcement, hold
music, status updates) before they are answered by call agents. Calls
will never ring at an empty desk. For more information, check out the
resources on the voip-info wiki (do a search for agents.conf,
queues.conf to get you started).

The SIP registration process has nothing to do with ACD. On a
traditional PBX, phones are 'hardwired' into the phone system. With
SIP, phones need to register with the telephony server (Asterisk,
sipXpbx), so it knows which phones are available to route calls to.
Typically, once your phone registers, you leave it like that (you
don't un-register every time you step away from your desk).

Dylan.


On 4/12/05, jamesm <jamesm at bestweb.net> wrote:
>     I am a little confused as to the purpose of agents. My old phone
> system required that a user/agent be logged into a phone in order to use
> that phone, regardless if the agent was joining a Queue. It seems that
> agents in the context of Asterisk are more for dealing with Queues. So
> it seems that if I am not using any Queues then there is no reason to
> you have agents. I suppose the sip registry is really the equivilant of
> the old Login/Logout routine in my old system. Is this correct?
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