[asterisk-users] ACD problem

[Lenz Emilitri]

I am not sure I understand the required routing pattern, but I'm sure
queues are your friends, as you can dynamically add and remove member and
you can have a first-level queue easily move fall-through to another queue
in case all members should be busy or none should be available. Plus by
using queues you decouple the "what" you want to do from the "who" is doing
it.


2013/4/10 Tommy Cooper <tomcooper83 at yahoo.com>

>   Hi,
>
> I am working on a small inbound call center solution that uses an ACD
> system. I might add an IVR system later on. I only have 2 extensions set up
> (extensions 1000 and 1001), I want the system to put new calls in a queue
> if both extensions are busy. I am currently subscribed with a SIP trunk
> provider and can successfully recieve calls. I want to design a system
> where customers can call my number, that call will then be directed to
> either extension 1000 or 1001. If both extensions are in use, I want that
> 3rd call to be queued.
> I don't think that the config below will direct calls to extension 1001
> because the second line states that any incomming calls should be routed to
> extension 1000. How do I change this so that calls are directed to all of
> my exensions?
>
> extensions.conf
> [from-myprovider]
> exten => *DID number*,1,Answer
> exten => *DID number*,2,Dial(SIP/1000)
> exten => *DID number*,3,Queue(support) ;not sure if this line belongs here
> exten => *DID number*,4,Hangup
>
> queues.conf
>
> [general]
> [support]
>
> musicclass=default
> strategy=rrmemory
> joinempty=no
> leavewhenempty=yes
> ringinuse=no
> Member => SIP/1000
> Member => SIP/1001
>
> agent => 1000,1000
> agent => 1001,1001
>
> When using the current config the caller will listen to the 'music on
> hold' until the agent answers but calls are only being forwarded to
> extension 1000 as stated above
>
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-- 
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