queues-with-callback-members.tex

asterisk 是一个很有知名度开源软件

\begin{astlisting}
\begin{verbatim}
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;
                }
}
\end{verbatim}
\end{astlisting}

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:

\begin{astlisting}
\begin{verbatim}
context queues-manip {

        // Raquel Squelch
        _[IO]6121 => {
                &queue-addremove(dispatch,10,${EXTEN});
                &queue-success(${EXTEN});
        }

        // Brittanica Spears
        _[IO]6165 => {
                &queue-addremove(dispatch,20,${EXTEN});
                &queue-success(${EXTEN});
        }

        // Rock Hudson
        _[IO]6170 => {
                &queue-addremove(sales-general,10,${EXTEN});
                &queue-addremove(customerservice,20,${EXTEN});
                &queue-addremove(dispatch,30,${EXTEN});
                &queue-success(${EXTEN});
        }

        // Saline Dye-on
        _[IO]6070 => {
                &queue-addremove(sales-general,20,${EXTEN});
                &queue-addremove(customerservice,30,${EXTEN});
                &queue-addremove(dispatch,30,${EXTEN});
                &queue-success(${EXTEN});
        }
}
\end{verbatim}
\end{astlisting}

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.

\begin{astlisting}
\begin{verbatim}
macro queue-success(exten)
{
        if( ${queue-announce-success} > 0 )
        {
                switch(${exten:0:1})
                {
                case I:
                        Playback(agent-loginok);
                        Hangup();
                        break;
                case O:
                        Playback(agent-loggedoff);
                        Hangup();
                        break;
                }
        }
}
\end{verbatim}
\end{astlisting}

The queue-addremove macro is defined in this manner:

\begin{astlisting}
\begin{verbatim}
macro queue-addremove(queuename,penalty,exten)
{
        switch(${exten:0:1})
        {
        case I:  // Login
                 AddQueueMember(${queuename},Local/${exten:1}@agents,${penalty});
		 break;
        case O:  // Logout
                 RemoveQueueMember(${queuename},Local/${exten:1}@agents);
		 break;
        case P:  // Pause
                 PauseQueueMember(${queuename},Local/${exten:1}@agents);
		 break;
        case U:  // Unpause
                 UnpauseQueueMember(${queuename},Local/${exten:1}@agents);
		 break;
        default: // Invalid
                 Playback(invalid);
                 break;
        }
}
\end{verbatim}
\end{astlisting}

Basically, it uses the first character of the 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.


\subsection{Controlling The Way Queues Call the Agents}

Notice in the above, that the commands to manipulate agents in queues have
"@agents" in their arguments. This is a reference to the agents context:

\begin{astlisting}
\begin{verbatim}
context agents
{
	// General sales queue
	8010 =>
	{
		Set(QUEUE_MAX_PENALTY=10);
		Queue(sales-general,t);
		Set(QUEUE_MAX_PENALTY=0);
		Queue(sales-general,t);
		Set(CALLERID(name)=EmptySalQ);
		goto dispatch,s,1;
	}
	// Customer Service queue
	8011 =>
	{
		Set(QUEUE_MAX_PENALTY=10);
		Queue(customerservice,t);
		Set(QUEUE_MAX_PENALTY=0);
		Queue(customerservice,t);
		Set(CALLERID(name)=EMptyCSVQ);
		goto dispatch,s,1;
	}
	8013 =>
	{
		Dial(iax2/sweatshop/9456@from-ecstacy);

		Set(CALLERID(name)=EmptySupQ);
		Set(QUEUE_MAX_PENALTY=10);
		Queue(support-dispatch,t);
		Set(QUEUE_MAX_PENALTY=20);
		Queue(support-dispatch,t);
		Set(QUEUE_MAX_PENALTY=0); // means no max
		Queue(support-dispatch,t);
		goto dispatch,s,1;
	}
	6121 => &callagent(${RAQUEL},${EXTEN});
	6165 => &callagent(${SPEARS},${EXTEN});
	6170 => &callagent(${ROCK},${EXTEN});
	6070 => &callagent(${SALINE},${EXTEN});
}
\end{verbatim}
\end{astlisting}

In the above, the variables \$\{RAQUEL\}, etc stand for
actual devices to ring that person's
phone (like DAHDI/37).

The 8010, 8011, and 8013 extensions are purely for transferring
incoming callers to queues. For instance, a customer service
agent might want to transfer the caller to talk to sales. The
agent only has to transfer to extension 8010, in this case.

Here is the callagent macro, note that if a person in the
queue is called, but does not answer, then they are automatically
removed from the queue.

\begin{astlisting}
\begin{verbatim}
macro callagent(device,exten)
{
	if( ${GROUP_COUNT(${exten}@agents)}=0 )
	{
		Set(OUTBOUND_GROUP=${exten}@agents);
		Dial(${device},300,t);
		switch(${DIALSTATUS})
		{
		case BUSY:
			Busy();
			break;
		case NOANSWER:
			Set(queue-announce-success=0);
			goto queues-manip,O${exten},1;
		default:
			Hangup();
			break;
		}
	}
	else
	{
		Busy();
	}
}
\end{verbatim}
\end{astlisting}

In the callagent macro above, the \$\{exten\} will
be 6121, or 6165, etc, which is the extension of the agent.

The use of the GROUP\_COUNT, and OUTBOUND\_GROUP follow this line
of thinking. Incoming calls can be queued to ring all agents in the
current priority. If some of those agents are already talking, they
would get bothersome call-waiting tones. To avoid this inconvenience,
when an agent gets a call, the OUTBOUND\_GROUP assigns that
conversation to the group specified, for instance 6171@agents.
The \$\{GROUP\_COUNT()\} variable on a subsequent call should return
"1" for that group. If GROUP\_COUNT returns 1, then the busy()
is returned without actually trying to dial the agent.

\subsection{Pre Acknowledgement Message}

If you would like to have a pre acknowledge message with option to reject the message
you can use the following dialplan Macro as a base with the 'M' dial argument.

\begin{astlisting}
\begin{verbatim}
[macro-screen]
exten=>s,1,Wait(.25)
exten=>s,2,Read(ACCEPT,screen-callee-options,1)
exten=>s,3,Gotoif($[${ACCEPT} = 1] ?50)
exten=>s,4,Gotoif($[${ACCEPT} = 2] ?30)
exten=>s,5,Gotoif($[${ACCEPT} = 3] ?40)
exten=>s,6,Gotoif($[${ACCEPT} = 4] ?30:30)
exten=>s,30,Set(MACRO_RESULT=CONTINUE)
exten=>s,40,Read(TEXTEN,custom/screen-exten,)
exten=>s,41,Gotoif($[${LEN(${TEXTEN})} = 3]?42:45)
exten=>s,42,Set(MACRO_RESULT=GOTO:from-internal^${TEXTEN}^1)
exten=>s,45,Gotoif($[${TEXTEN} = 0] ?46:4)
exten=>s,46,Set(MACRO_RESULT=CONTINUE)
exten=>s,50,Playback(after-the-tone)
exten=>s,51,Playback(connected)
exten=>s,52,Playback(beep)
\end{verbatim}
\end{astlisting}

\subsection{Caveats}

In the above examples, some of the possible error checking has been omitted,
to reduce clutter and make the examples clearer.