I am running: Asterisk 126.96.36.199 built by root @ pitsdc.local on a x86_64 running Linux on 2013-11-22 23:12:49 UTC
I have realtime support installed using MySQL.
My Queues are defined in the “Queue” Table.
My Queue Members are defined in the “Queue_Member” Table.
In the Queue Member table the “interface” are set to use AGENT #.
In Queue table — I have “HelpDesk” defined as a Queue with all the options — MOH, Context, etc
In the Queue_member table — I have “Agent/7” as a member of the “HelpDesk” queue.
In agents.conf — I have “Agent/7” setup with a name, password.
Everything is working to a point.
Here are my issues:
1. When the agent logins at a phone. (AgentLogin) in the dial plan.
They get music on hold to a call comes in.
I don’t want to hear music on hold when I am not on a call. The old “AgentCallBackLogin” was perfect from what I read about it, but was removed in 1.6.
What is the way to get the old option using the new tools of Asterisk ? 2. Another issue I have is with the AgentLogin --- Since the channel is open to my phone the entire time, I don't get updated CALLER ID when a call comes to the agent. Our "Greeting" changes based on what Queue the customer is in or waiting in.
I did a number of Google searches and there is a lot of info about this, but a lot of old “out of date” info.
I see a few references to an AGI script or AEL.
I have no experience with these.
I am interested in giving my customers in queue the option to press 1 and leave a call back number.
I see that this can be done with a few MySQL databases and a perl script.
The problem I have with this is that depending on what Queue will determine what CONTEXT to call the customer back in. Certain Queues have unique caller id or other specific details.
Anyone have any input regarding this and can point me in a direction???
Any help would be appreciated…