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dbenders
dbenders's picture
Joined: 2007/10/25
Points: 0

Hi, As many of you are using Asterisk and PBX Manager to run a Call Center, you can note that there is a feature that is very needed and I want to ask here if someone know if it is posible.

Basically in the call center, we want that a call that arrive to a queue, if found an agent idle, send the call to the agent without the need for the agent to take the call. Is that posible?

In the past, I used Avaya PBX and this feature was very usefull and I want to have the same here. It will reduce the time in the queue for the customers and also give us more control over the calls.

Any advice will be welcome.

eeman
eeman's picture
Joined: 2007/11/06
Points: 280

please elaborate more, I am not sure I understand what you are asking. It sounds like the everyday behavior of queues.

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com

dbenders
dbenders's picture
Joined: 2007/10/25
Points: 0

Hi, first of all, thanks for asking. Here is a deeper description:

When a call is received in our call center, it get in to the queue. Then the queue check if there is an available agent. If that is the case, then the Queue (or the PBX, used as the same here) will RING the phone of the first available agent. So the agent need to press a button (in the case of a softphone) to get the call asigned to him. Else, if the agent do not answer the call for 15 seconds, then the call will be routed to the next agent.

What I want to do, is that the call be automatically picked up or answered by the agent without pressing any key. I'm not sure what is the name of this feature. Did you understand or need more info? i really apreciate any help here.

;-)

Daniel Bendersky
Netline Telecomunicaciones S.A.
www.netline.net

eeman
eeman's picture
Joined: 2007/11/06
Points: 280

I think you are looking for the AgentLogin feature instead of AgentCallbackLogin. In the AgentLogin feature you dont disconnect the call. New calls are presented with a 'beep' to the agent informing them they are receiving a call.

-= Info about application 'AgentLogin' =-

[Synopsis]

Call agent login

[Description]

AgentLogin([AgentNo][|options]):

Asks the agent to login to the system. Always returns -1. While logged in, the agent can receive calls and will hear a 'beep' when a new call comes in. The agent can dump the call by pressing the star key.

The option string may contain zero or more of the following characters:

's' -- silent login - do not announce the login ok segment after agent logged in/off

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com

dbenders
dbenders's picture
Joined: 2007/10/25
Points: 0

Do you have any script in the PBX Manager in order to use the Agent Login Applicaion?

Daniel Bendersky
Netline Telecomunicaciones S.A.
www.netline.net