[Asterisk-Users] Creating Queues on Asterisk server - Sending ingress calls off-net to either PSTN or another VoIP application - thoughts?

[Lenz]

Hello Christopher,
an Asterisk callback agent can be anywhere, even on a POTS number. He will  
have to register with a number that can reach him as far as Asterisk is  
concerned. I don't see the scenario you are proposing as particularly  
difficult to implement in Asterisk.
Hope this helps
l.





On Mon, 19 Jun 2006 02:19:08 +0200, Christopher Aloi  
<chris.aloi at gmail.com> wrote:

> Hello,
>
> Long time subscriber/reader of this list - thank you for all the great
> ideas.
>
> Scenario:
>
> We currently provide a hosted ACD system using Mitel phones (speaking the
> Minet protocol) to an NCI based server solution.  The logic behind this
> choice was the emulation of key system features etc...
>
> Many of our clients have asked for basic call queue functionality:
> - Agents having the ability to login to a specific queue
> - Call distributed to that queue based on criteria
> - Basic reporting (ASA, AHT etc..)
>
> Solutions:
>
> - Flip the Mitel phones to load a SIP firmware and speak to AST  
> (althought
> i'd love it, the powers that be probably won't)
> - Use the Asterisk queueing ability to send calls off network (AST) to  
> the
> NCI platform (the Asterisk box can send these calls via SIP or TDM  
> through a
> gateway).
>
> Goals:
>
> I'd like to create an Asterisk server running multiple queues for  
> multiple
> tenants (or customers) that can provide the ability for agents to login
> remotely (either via an ingress call to AST or a www gui).  The call flow
> would be similar to this:
>
> Agent#1 - logs into Mitel phone
> Agent#1 - Dials XXX XXX XXXX into Astersik
> Agent#1 - Hears a prompt on Asterisk to login to a specifc queue
> Agent#1 - Passes DTMF and becomes 'available' in the eyes of Asterisk
> Agent#1 - Is now in queue
>
> *repeat for three agents*
>
> Now, all three agents are in an available state to Asterisk, and logged  
> into
> our one queue.  If Asterisk receives a call on a specific DID it will
> attempt to send the goal to agent#1, if agent#1 rings three times or  
> returns
> a 'busy here' the call will pass to agent#2 etc.
>
> The challenge I see will be configuring an off-network queue, is anyone
> working with a similar setup?
>
> Does anyone have any thoughts on how to better accomplish my goals?
>
> Thanks in advance.
>
> /Chris



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