[Asterisk-Users] Use of Queues and agents to provide office phone coverage.

[Chuck Bunn]

Hi,

I have a small office that is one multiple stories with people doing 
multiple jobs. Since people come and go all day long I was thinking of 
implementing a Queue and agent scheme for handling the incoming calls. 
Basically as people come in to the office they would log into the queue 
(actually automatic login and logout would be preferred but I do not 
know if this can be done without shutting the PC off - we are using SIP 
clients on the PC, SJPhone) and as they leave they would be logged off. 
The queue would randomly transfer calls to any open user and if no user 
is available it would go to an automated operator (so that voice mail 
can be left in the appropriate place.) My question is is this an 
appropriate use of queues and is there any limitation in version 1.0.9 
Asterisk to using this? What do I need to do in the extensions file to 
make this happen??

Here is my Agent code:

[agents]
ackcall=yes
wrapuptime=0
musiconhold = > default
updatecdr=yes

;Operator - Home
group=1
agent => 1300,1300,Name
agent => 1301,1301,Name
agent => 1302,1302,Name
agent => 1303,1303,Name
agent => 1304,1304,Name
agent => 1305,1305,Name
agent => 1306,1306,Name

;Operator - Spa
group = 1
agent => 1400,1400,Name

;Operator - Rest
group=2
agent => 1500,1500,Name



Here is my Queue code:

[general]

[default]

;Operator Home
[Q100]
music=default
strategy=ringall
maxlen=0
context=internal-home
member => Agent/@1

;Operator Resturant
[Q110]
music=default
strategy=ringall
maxlen=0
context=internal-rest
member => Agent/@2


A default file that is included in the extension.conf file:

[default]
exten => s,1,Goto(default,100,1)
exten => t,1,Goto(default,100,1)
exten => 1,1,Goto(default,100,1)

;Operator queue, Operator Console, and Receptionist Phone
exten => 100,1,Answer
exten => 100,2,Queue(Q100|trn|||120)

;Office Personnel
exten => _30[0-6],1,Macro(stdexten,${EXTEN},SIP/${EXTEN})

;Voicemail Main
exten => 800,1,Answer
exten => 800,2,VoicemailMain

;Agent Login
exten => 801,1,AgentCallbackLogin

;Voice Conferencing
exten => _85X,1,Answer
exten => _85X,2,MeetMe(${EXTEN})


THANKS