Call center

Discussion in 'General' started by jarek_g, Feb 15, 2010.

  1. jarek_g

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    Hello
    I need to do something like this.
    Incoming calls must go to concrete queue and have some piority for answer.
    First is easy I do some cids in incoming bounde.
    But I don't know how to do priority in incoming calls from caller ID to go to the first free agent.
    Maybe someone know the unswer.
    Thanks
     
  2. jgutierrez

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    Yes, it can be done using the QUEUE_PRIO var on the dial plan.
    How are you planning to assign priorites? Based on the DID or on the caller ID?
    Explain in full detail how would you like it to have it? Give an example
     
  3. jarek_g

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    Hi
    It must working like this:
    It will be 3 dids for clients.
    First for all, clients waiting then first free agent answer the call
    Second for the more important clients and they must be unswer faster from first
    Third - clinets must waiting maks one minutes for the unswer.
    But if someone from the third call on first or second must be answer in a minutes.
    this must work on cid, I think so.
     
  4. jgutierrez

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    What I would do is the following:

    1. Create a Misc Destination, and if you have a queue 2000, put on the dial box ***2000

    2. Edit your inbound route. and instead of sending the call into the queue, send it to the misc destination

    3. Write down the following context under extensions_custom.conf
    Code:
    [queue-prio]
    exten => _***.,1,Answer
    exten => _***.,n,Set(QUEUE_PRIO=0)
    exten => _***.,n,ExecIf($[ "${CALLERID(num)}" = "11111111111" ],Set,QUEUE_PRIO=1)
    exten => _***.,n,ExecIf($[ "${CALLERID(num)}" = "22222222222" ],Set,QUEUE_PRIO=2)
    exten => _***.,n,ExecIf($[ "${CALLERID(num)}" = "33333333333" ],Set,QUEUE_PRIO=3)
    exten => _***.,n,Goto(ext-queues,${EXTEN:3},1)
    
    Where a higher prio means that the call will be answered first instead of a previous call.

    4. Execute from the shell:
    asterisk -rx "module reload"
     

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