Hello Everyone,
I just completed an asterisk install at a clients office. They are using agents and call queues to handle their incoming customer call load. Since they wish for their call center agents to log in and out of the queue, we have the queues setup to use agents. However we are having random problems with calls dropping to the agents voicemail. Attached are the config files related to the queues and agents. Since we are using the digium gui at the site all of the agents are listed in the users.conf file.
I determined that many of the drops where caused by agents having DND enabled on their phones. I am tempted to believe that other issues are caused by the agents hitting the reject softkey on their polycom phones, but all of the agents deny that.
Any assistance is appreciated.
Sincerely,
Gregory Malsack
users.conf
[general]
fullname = New User
userbase = 100
hasvoicemail = yes
vmsecret = 1234
hassip = yes
hasiax = no
hasmanager = no
callwaiting = no
threewaycalling = no
callwaitingcallerid = yes
transfer = yes
canpark = yes
cancallforward = yes
callreturn = yes
callgroup = 1
pickupgroup = 1
localextenlength = 0
allow_aliasextns = no
allow_an_extns = no
hasagent = no
hasdirectory = yes
login_callback_exten = 400
; Typical Phone Extension
[100]
callwaiting = no
fullname = David Burnett
hasagent = no
hasdirectory = yes
hasiax = no
hasmanager = no
hassip = yes
hasvoicemail = yes
host = dynamic
mailbox = 100
secret = 100
threewaycalling = no
vmsecret = 884
registeriax = no
registersip = yes
canreinvite = no
nat = no
dtmfmode = rfc2833
disallow = all
allow = all
; Typical Agent Account
[1111]
callwaiting = no
fullname = Agent 1
hasagent = yes
hasdirectory = no
hasiax = no
hasmanager = no
hassip = no
hasvoicemail = no
host = dynamic
mailbox = 1111
secret = 1234
threewaycalling = no
registeriax = no
registersip = no
canreinvite = no
nat = no
dtmfmode = rfc2833
disallow = all
allow = all
queues.conf
[general]
persistentmembers = yes
autofill = yes
monitor-type = MixMonitor
[800]
fullname = CSR Agent Queue
strategy = rrmemory
timeout = 8
wrapuptime = 20
autofill = yes
autopause = no
maxlen =
joinempty = yes
leavewhenempty = no
reportholdtime = no
musicclass = csr
member = Agent/1111
member = Agent/1112
member = Agent/1113
member = Agent/1114
member = Agent/1110
member = Agent/1107
member = Agent/1138
member = Agent/1118
member = Agent/1149