From 50d94fc889a1d9b02fa71446ce2d6f24b88b5df7 Mon Sep 17 00:00:00 2001 From: "Kevin P. Fleming" Date: Thu, 17 Aug 2006 18:33:24 +0000 Subject: rename to more clearly state what this file shows how to do git-svn-id: https://origsvn.digium.com/svn/asterisk/trunk@40257 65c4cc65-6c06-0410-ace0-fbb531ad65f3 --- doc/queues-with-callback-members.txt | 403 +++++++++++++++++++++++++++++++++++ doc/queues.txt | 403 ----------------------------------- 2 files changed, 403 insertions(+), 403 deletions(-) create mode 100644 doc/queues-with-callback-members.txt delete mode 100644 doc/queues.txt diff --git a/doc/queues-with-callback-members.txt b/doc/queues-with-callback-members.txt new file mode 100644 index 000000000..77fdf0df8 --- /dev/null +++ b/doc/queues-with-callback-members.txt @@ -0,0 +1,403 @@ + +Setting up Call Queues -- A Tutorial + +Pardon, but the dialplan in this tutorial will be expressed +in AEL, the new Asterisk Extension Language. If you are +not used to its syntax, we hope you will find it to some +degree intuitive. If not, there are documents explaining +its syntax and constructs. + + +====== Configuring Call Queues + +First of all, set up call queues in queue.conf + +Here is an example: + + =========== queues.conf =========== + | ; Cool Digium Queues | + | [general] | + | persistentmembers = yes | + | | + | ; General sales queue | + | [sales-general] | + | music=default | + | context=sales | + | strategy=ringall | + | joinempty=strict | + | leavewhenempty=strict | + | | + | ; Customer service queue | + | [customerservice] | + | music=default | + | context=customerservice | + | strategy=ringall | + | joinempty=strict | + | leavewhenempty=strict | + | | + | ; Support dispatch queue | + | [support-dispatch] | + | music=default | + | context=dispatch | + | strategy=ringall | + | joinempty=strict | + | leavewhenempty=strict | + =================================== + +In the above, we have defined 3 separate calling queues: +sales-general, customerservice, and support-dispatch. + +Please note that the sales-general queue specifies a +context of "sales", and that customerservice specifies the +context of "customerservice", and the support-dispatch +queue specifies the context "dispatch". These three +contexts must be defined somewhere in your dialplan. +We will show them after the main menu below. + + +In the [general] section, specifying the persistentmembers=yes, +will cause the agent lists to be stored in astdb, and +recalled on startup. + +The strategy=ringall will cause all agents to be dialed +together, the first to answer is then assigned the incoming +call. + +"joinempty" set to "strict" will keep incoming callers from +being placed in queues where there are no agents to take calls. +The Queue() application will return, and the dial plan can +detemine what to do next. + +If there are calls queued, and the last agent logs out, the +remaining incoming callers will immediately be removed from +the queue, and the Queue() call will return, IF the "leavewhenempty" is +set to "strict". + + +===================================== +| Routing incoming Calls to Queues | +===================================== + + +Then in extensions.ael, you can do these things: + +================ The Main Menu + +At Digium, incoming callers are sent to the "mainmenu" context, where they +are greeted, and directed to the numbers they choose... + +context mainmenu { + + includes { + digium; + queues-loginout; + } + + 0 => goto dispatch|s|1; + 2 => goto sales|s|1; + 3 => goto customerservice|s|1; + 4 => goto dispatch|s|1; + + s => { + Ringing(); + Wait(1); + Set(attempts=0); + Answer(); + Wait(1); + Background(digium/ThankYouForCallingDigium); + Background(digium/YourOpenSourceTelecommunicationsSupplier); + WaitExten(0.3); + repeat: + Set(attempts=$[${attempts} + 1]); + Background(digium/IfYouKnowYourPartysExtensionYouMayDialItAtAnyTime); + WaitExten(0.1); + Background(digium/Otherwise); + WaitExten(0.1); + Background(digium/ForSalesPleasePress2); + WaitExten(0.2); + Background(digium/ForCustomerServicePleasePress3); + WaitExten(0.2); + Background(digium/ForAllOtherDepartmentsPleasePress4); + WaitExten(0.2); + Background(digium/ToSpeakWithAnOperatorPleasePress0AtAnyTime); + if( ${attempts} < 2 ) { + WaitExten(0.3); + Background(digium/ToHearTheseOptionsRepeatedPleaseHold); + } + WaitExten(5); + if( ${attempts} < 2 ) goto repeat; + Background(digium/YouHaveMadeNoSelection); + Background(digium/ThisCallWillBeEnded); + Background(goodbye); + Hangup(); + } +} + + +============= The Contexts referenced from the queues.conf file + + + +context sales { + + 0 => goto dispatch|s|1; + 8 => Voicemail(${SALESVM}); + + s => { + Ringing(); + Wait(2); + Background(digium/ThankYouForContactingTheDigiumSalesDepartment); + WaitExten(0.3); + Background(digium/PleaseHoldAndYourCallWillBeAnsweredByOurNextAvailableSalesRepresentative); + WaitExten(0.3); + Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage); + Set(CALLERID(name)=Sales); + Queue(sales-general|t); + Set(CALLERID(name)=EmptySalQ); + goto dispatch|s|1; + Playback(goodbye); + Hangup(); + } +} + +Please note that there is only one attempt to queue a call in the sales queue. All sales agents that +are logged in will be rung. + + +context customerservice { + + 0 => { + SetCIDName(CSVTrans); + goto dispatch|s|1; + } + 8 => Voicemail(${CUSTSERVVM}); + + s => { + Ringing(); + Wait(2); + Background(digium/ThankYouForCallingDigiumCustomerService); + WaitExten(0.3); + notracking: + Background(digium/PleaseWaitForTheNextAvailableCustomerServiceRepresentative); + WaitExten(0.3); + Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage); + Set(CALLERID(name)=Cust Svc); + Set(QUEUE_MAX_PENALTY=10); + Queue(customerservice|t); + Set(QUEUE_MAX_PENALTY=0); + Queue(customerservice|t); + Set(CALLERID(name)=EmptyCSVQ); + goto dispatch|s|1; + Background(digium/NoCustomerServiceRepresentativesAreAvailableAtThisTime); + Background(digium/PleaseLeaveAMessageInTheCustomerServiceVoiceMailBox); + Voicemail(${CUSTSERVVM}); + Playback(goodbye); + Hangup(); + } +} + +Note that calls coming into customerservice will first be try to queue +calls to those agents with a QUEUE_MAX_PENALTY of 10, and if none are available, +then all agents are rung. + + +context dispatch +{ + + s => { + Ringing(); + Wait(2); + Background(digium/ThankYouForCallingDigium); + WaitExten(0.3); + Background(digium/YourCallWillBeAnsweredByOurNextAvailableOperator); + Background(digium/PleaseHold); + Set(QUEUE_MAX_PENALTY=10); + Queue(dispatch|t); + Set(QUEUE_MAX_PENALTY=20); + Queue(dispatch|t); + Set(QUEUE_MAX_PENALTY=0); + Queue(dispatch|t); + Background(digium/NoOneIsAvailableToTakeYourCall); + Background(digium/PleaseLeaveAMessageInOurGeneralVoiceMailBox); + Voicemail(${DISPATCHVM}); + Playback(goodbye); + Hangup(); + } +} + +And in the dispatch context, first agents of priority 10 are tried, then +20, and if none are available, all agents are tried. + +Notice that a common pattern is followed in each of the three queue contexts: + +First, you set QUEUE_MAX_PENALTY to a value, then you call +Queue(,option,... (see the documentation for the Queue application)); + +In the above, note that the "t" option is specified, and this allows the +agent picking up the incoming call the luxury of transferring the call to +other parties. + +The purpose of specifying the QUEUE_MAX_PENALTY is to develop a set of priorities +amongst agents. By the above usage, agents with lower number priorities will +be given the calls first, and then, if no-one picks up the call, the QUEUE_MAX_PENALTY +will be incremented, and the queue tried again. Hopefully, along the line, someone +will pick up the call, and the Queue application will end with a hangup. + +The final attempt to queue in most of our examples sets the QUEUE_MAX_PENALTY +to zero, which means to try all available agents. + + +========================================= +| Assigning agents to Queues | +========================================= + +In this example dialplan, we want to be able to add and remove agents to +handle incoming calls, as they feel they are available. As they log in, +they are added to the queue's agent list, and as they log out, they are +removed. If no agents are available, the queue command will terminate, and +it is the duty of the dialplan to do something appropriate, be it sending +the incoming caller to voicemail, or trying the queue again with a higher +QUEUE_MAX_PENALTY. + +Because a single agent can make themselves available to more than one queue, +the process of joining multiple queues can be handled automatically by the +dialplan. + + +================= Agents Log In and Out + + +context queues-loginout +{ + 6092 => { + Answer(); + Read(AGENT_NUMBER,agent-enternum); + VMAuthenticate(${AGENT_NUMBER}@default,s); + Set(queue-announce-success=1); + goto queues-manip,I${AGENT_NUMBER},1; + } + + 6093 => { + Answer(); + Read(AGENT_NUMBER,agent-enternum); + Set(queue-announce-success=1); + goto queues-manip,O${AGENT_NUMBER},1; + } +} + + +In the above contexts, the agents dial 6092 to log into their queues, +and they dial 6093 to log out of their queues. The agent is prompted +for their agent number, and if they are logging in, their passcode, +and then they are transferred to the proper extension in the +queues-manip context. The queues-manip context does all the +actual work: + + +context queues-manip { + + // Raquel Squelch + _[IO]6121 => { + &queue-addremove(dispatch,10); + &queue-success(); + } + + // Brittanica Spears + _[IO]6165 => { + &queue-addremove(dispatch,20); + &queue-success(); + } + + // Rock Hudson + _[IO]6170 => { + &queue-addremove(sales-general,10); + &queue-addremove(customerservice,20); + &queue-addremove(dispatch,30); + &queue-success(); + } + + // Saline Dye-on + _[IO]6070 => { + &queue-addremove(sales-general,20); + &queue-addremove(customerservice,30); + &queue-addremove(dispatch,30); + &queue-success(); + } +} + +In the above extensions, note that the queue-addremove macro is used +to actually add or remove the agent from the applicable queue, +with the applicable priority level. Note that agents with a +priority level of 10 will be called before agents with levels +of 20 or 30. + +In the above example, Raquel will be dialed first in the dispatch +queue, if she has logged in. If she is not, then the second call of +Queue() with priority of 20 will dial Brittanica if she is present, +otherwise the third call of Queue() with MAX_PENALTY of 0 will +dial Rock and Saline simultaneously. + +Also note that Rock will be among the first to be called in the sales-general +queue, and among the last in the dispatch queue. As you can see in +main menu, the callerID is set in the main menu so they can tell +which queue incoming calls are coming from. + +The call to queue-success() gives some feedback to the agent +as they log in and out, that the process has completed. + +macro queue-success() +{ + if( ${queue-announce-success} > 0 ) + { + switch(${MACRO_EXTEN:0:1}) + { + case I: + Playback(agent-loginok); + Hangup(); + case O: + Playback(agent-loggedoff); + Hangup(); + } + } +} + + +The queue-addremove macro is defined in this manner: + +macro queue-addremove(queuename,penalty) +{ + switch(${MACRO_EXTEN:0:1}) + { + case I: // Login + { + AddQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents,${penalty}); + } + case O: // Logout + { + RemoveQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); + } + case P: // Pause + { + PauseQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); + } + case U: // Unpause + { + UnpauseQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); + } + default: // Invalid + { + Playback(invalid); + } + } +} + +Basically, it uses the first character of the MACRO_EXTEN variable, to determine the +proper actions to take. In the above dial plan code, only the cases I or O are used, +which correspond to the Login and Logout actions. + + +================ Caveats + +In the above examples, some of the possible error checking has been omitted, +to reduce clutter and make the examples clearer. + diff --git a/doc/queues.txt b/doc/queues.txt deleted file mode 100644 index 77fdf0df8..000000000 --- a/doc/queues.txt +++ /dev/null @@ -1,403 +0,0 @@ - -Setting up Call Queues -- A Tutorial - -Pardon, but the dialplan in this tutorial will be expressed -in AEL, the new Asterisk Extension Language. If you are -not used to its syntax, we hope you will find it to some -degree intuitive. If not, there are documents explaining -its syntax and constructs. - - -====== Configuring Call Queues - -First of all, set up call queues in queue.conf - -Here is an example: - - =========== queues.conf =========== - | ; Cool Digium Queues | - | [general] | - | persistentmembers = yes | - | | - | ; General sales queue | - | [sales-general] | - | music=default | - | context=sales | - | strategy=ringall | - | joinempty=strict | - | leavewhenempty=strict | - | | - | ; Customer service queue | - | [customerservice] | - | music=default | - | context=customerservice | - | strategy=ringall | - | joinempty=strict | - | leavewhenempty=strict | - | | - | ; Support dispatch queue | - | [support-dispatch] | - | music=default | - | context=dispatch | - | strategy=ringall | - | joinempty=strict | - | leavewhenempty=strict | - =================================== - -In the above, we have defined 3 separate calling queues: -sales-general, customerservice, and support-dispatch. - -Please note that the sales-general queue specifies a -context of "sales", and that customerservice specifies the -context of "customerservice", and the support-dispatch -queue specifies the context "dispatch". These three -contexts must be defined somewhere in your dialplan. -We will show them after the main menu below. - - -In the [general] section, specifying the persistentmembers=yes, -will cause the agent lists to be stored in astdb, and -recalled on startup. - -The strategy=ringall will cause all agents to be dialed -together, the first to answer is then assigned the incoming -call. - -"joinempty" set to "strict" will keep incoming callers from -being placed in queues where there are no agents to take calls. -The Queue() application will return, and the dial plan can -detemine what to do next. - -If there are calls queued, and the last agent logs out, the -remaining incoming callers will immediately be removed from -the queue, and the Queue() call will return, IF the "leavewhenempty" is -set to "strict". - - -===================================== -| Routing incoming Calls to Queues | -===================================== - - -Then in extensions.ael, you can do these things: - -================ The Main Menu - -At Digium, incoming callers are sent to the "mainmenu" context, where they -are greeted, and directed to the numbers they choose... - -context mainmenu { - - includes { - digium; - queues-loginout; - } - - 0 => goto dispatch|s|1; - 2 => goto sales|s|1; - 3 => goto customerservice|s|1; - 4 => goto dispatch|s|1; - - s => { - Ringing(); - Wait(1); - Set(attempts=0); - Answer(); - Wait(1); - Background(digium/ThankYouForCallingDigium); - Background(digium/YourOpenSourceTelecommunicationsSupplier); - WaitExten(0.3); - repeat: - Set(attempts=$[${attempts} + 1]); - Background(digium/IfYouKnowYourPartysExtensionYouMayDialItAtAnyTime); - WaitExten(0.1); - Background(digium/Otherwise); - WaitExten(0.1); - Background(digium/ForSalesPleasePress2); - WaitExten(0.2); - Background(digium/ForCustomerServicePleasePress3); - WaitExten(0.2); - Background(digium/ForAllOtherDepartmentsPleasePress4); - WaitExten(0.2); - Background(digium/ToSpeakWithAnOperatorPleasePress0AtAnyTime); - if( ${attempts} < 2 ) { - WaitExten(0.3); - Background(digium/ToHearTheseOptionsRepeatedPleaseHold); - } - WaitExten(5); - if( ${attempts} < 2 ) goto repeat; - Background(digium/YouHaveMadeNoSelection); - Background(digium/ThisCallWillBeEnded); - Background(goodbye); - Hangup(); - } -} - - -============= The Contexts referenced from the queues.conf file - - - -context sales { - - 0 => goto dispatch|s|1; - 8 => Voicemail(${SALESVM}); - - s => { - Ringing(); - Wait(2); - Background(digium/ThankYouForContactingTheDigiumSalesDepartment); - WaitExten(0.3); - Background(digium/PleaseHoldAndYourCallWillBeAnsweredByOurNextAvailableSalesRepresentative); - WaitExten(0.3); - Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage); - Set(CALLERID(name)=Sales); - Queue(sales-general|t); - Set(CALLERID(name)=EmptySalQ); - goto dispatch|s|1; - Playback(goodbye); - Hangup(); - } -} - -Please note that there is only one attempt to queue a call in the sales queue. All sales agents that -are logged in will be rung. - - -context customerservice { - - 0 => { - SetCIDName(CSVTrans); - goto dispatch|s|1; - } - 8 => Voicemail(${CUSTSERVVM}); - - s => { - Ringing(); - Wait(2); - Background(digium/ThankYouForCallingDigiumCustomerService); - WaitExten(0.3); - notracking: - Background(digium/PleaseWaitForTheNextAvailableCustomerServiceRepresentative); - WaitExten(0.3); - Background(digium/AtAnyTimeYouMayPress0ToSpeakWithAnOperatorOr8ToLeaveAMessage); - Set(CALLERID(name)=Cust Svc); - Set(QUEUE_MAX_PENALTY=10); - Queue(customerservice|t); - Set(QUEUE_MAX_PENALTY=0); - Queue(customerservice|t); - Set(CALLERID(name)=EmptyCSVQ); - goto dispatch|s|1; - Background(digium/NoCustomerServiceRepresentativesAreAvailableAtThisTime); - Background(digium/PleaseLeaveAMessageInTheCustomerServiceVoiceMailBox); - Voicemail(${CUSTSERVVM}); - Playback(goodbye); - Hangup(); - } -} - -Note that calls coming into customerservice will first be try to queue -calls to those agents with a QUEUE_MAX_PENALTY of 10, and if none are available, -then all agents are rung. - - -context dispatch -{ - - s => { - Ringing(); - Wait(2); - Background(digium/ThankYouForCallingDigium); - WaitExten(0.3); - Background(digium/YourCallWillBeAnsweredByOurNextAvailableOperator); - Background(digium/PleaseHold); - Set(QUEUE_MAX_PENALTY=10); - Queue(dispatch|t); - Set(QUEUE_MAX_PENALTY=20); - Queue(dispatch|t); - Set(QUEUE_MAX_PENALTY=0); - Queue(dispatch|t); - Background(digium/NoOneIsAvailableToTakeYourCall); - Background(digium/PleaseLeaveAMessageInOurGeneralVoiceMailBox); - Voicemail(${DISPATCHVM}); - Playback(goodbye); - Hangup(); - } -} - -And in the dispatch context, first agents of priority 10 are tried, then -20, and if none are available, all agents are tried. - -Notice that a common pattern is followed in each of the three queue contexts: - -First, you set QUEUE_MAX_PENALTY to a value, then you call -Queue(,option,... (see the documentation for the Queue application)); - -In the above, note that the "t" option is specified, and this allows the -agent picking up the incoming call the luxury of transferring the call to -other parties. - -The purpose of specifying the QUEUE_MAX_PENALTY is to develop a set of priorities -amongst agents. By the above usage, agents with lower number priorities will -be given the calls first, and then, if no-one picks up the call, the QUEUE_MAX_PENALTY -will be incremented, and the queue tried again. Hopefully, along the line, someone -will pick up the call, and the Queue application will end with a hangup. - -The final attempt to queue in most of our examples sets the QUEUE_MAX_PENALTY -to zero, which means to try all available agents. - - -========================================= -| Assigning agents to Queues | -========================================= - -In this example dialplan, we want to be able to add and remove agents to -handle incoming calls, as they feel they are available. As they log in, -they are added to the queue's agent list, and as they log out, they are -removed. If no agents are available, the queue command will terminate, and -it is the duty of the dialplan to do something appropriate, be it sending -the incoming caller to voicemail, or trying the queue again with a higher -QUEUE_MAX_PENALTY. - -Because a single agent can make themselves available to more than one queue, -the process of joining multiple queues can be handled automatically by the -dialplan. - - -================= Agents Log In and Out - - -context queues-loginout -{ - 6092 => { - Answer(); - Read(AGENT_NUMBER,agent-enternum); - VMAuthenticate(${AGENT_NUMBER}@default,s); - Set(queue-announce-success=1); - goto queues-manip,I${AGENT_NUMBER},1; - } - - 6093 => { - Answer(); - Read(AGENT_NUMBER,agent-enternum); - Set(queue-announce-success=1); - goto queues-manip,O${AGENT_NUMBER},1; - } -} - - -In the above contexts, the agents dial 6092 to log into their queues, -and they dial 6093 to log out of their queues. The agent is prompted -for their agent number, and if they are logging in, their passcode, -and then they are transferred to the proper extension in the -queues-manip context. The queues-manip context does all the -actual work: - - -context queues-manip { - - // Raquel Squelch - _[IO]6121 => { - &queue-addremove(dispatch,10); - &queue-success(); - } - - // Brittanica Spears - _[IO]6165 => { - &queue-addremove(dispatch,20); - &queue-success(); - } - - // Rock Hudson - _[IO]6170 => { - &queue-addremove(sales-general,10); - &queue-addremove(customerservice,20); - &queue-addremove(dispatch,30); - &queue-success(); - } - - // Saline Dye-on - _[IO]6070 => { - &queue-addremove(sales-general,20); - &queue-addremove(customerservice,30); - &queue-addremove(dispatch,30); - &queue-success(); - } -} - -In the above extensions, note that the queue-addremove macro is used -to actually add or remove the agent from the applicable queue, -with the applicable priority level. Note that agents with a -priority level of 10 will be called before agents with levels -of 20 or 30. - -In the above example, Raquel will be dialed first in the dispatch -queue, if she has logged in. If she is not, then the second call of -Queue() with priority of 20 will dial Brittanica if she is present, -otherwise the third call of Queue() with MAX_PENALTY of 0 will -dial Rock and Saline simultaneously. - -Also note that Rock will be among the first to be called in the sales-general -queue, and among the last in the dispatch queue. As you can see in -main menu, the callerID is set in the main menu so they can tell -which queue incoming calls are coming from. - -The call to queue-success() gives some feedback to the agent -as they log in and out, that the process has completed. - -macro queue-success() -{ - if( ${queue-announce-success} > 0 ) - { - switch(${MACRO_EXTEN:0:1}) - { - case I: - Playback(agent-loginok); - Hangup(); - case O: - Playback(agent-loggedoff); - Hangup(); - } - } -} - - -The queue-addremove macro is defined in this manner: - -macro queue-addremove(queuename,penalty) -{ - switch(${MACRO_EXTEN:0:1}) - { - case I: // Login - { - AddQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents,${penalty}); - } - case O: // Logout - { - RemoveQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); - } - case P: // Pause - { - PauseQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); - } - case U: // Unpause - { - UnpauseQueueMember(${queuename},Local/${MACRO_EXTEN:1}@agents); - } - default: // Invalid - { - Playback(invalid); - } - } -} - -Basically, it uses the first character of the MACRO_EXTEN variable, to determine the -proper actions to take. In the above dial plan code, only the cases I or O are used, -which correspond to the Login and Logout actions. - - -================ Caveats - -In the above examples, some of the possible error checking has been omitted, -to reduce clutter and make the examples clearer. - -- cgit v1.2.3