Asterisk - Queue

由 datahunter 在二, 18/08/2015 - 10:21 發表

最後更新: 2015-08-18

介紹

ACD (Automatic Call Distributor) distributes incoming calls in the order of arrival to the first available agent.

The system answers each call immediately and,

if necessary, holds it in a queue until it can be directed to the next available call center agent.

Balancing the workload among agents ensures that each caller receives prompt and professional service.

Queue a call for a call queue.

In addition to transferring the call, a call may be parked and then picked up by another user.

Queues consist of Incoming calls being placed in the queue

- Members that answer the queue (extensions or users that login as agents)
- A strategy for how to handle the queue and divide calls between members
- Music played while waiting in the queue
- Announcements for members and callers

Queue() Usage

Queue(queuename,[options,[URL,[announceoverride,[timeout,[AGI,[macro,[gosub,[rule,[position]]]]]]]]])

t - Allow the called user to transfer the calling user.
T - Allow the calling user to transfer the call.
x - Allow the called user to write the conversation to disk via MixMonitor.
X - Allow the calling user to write the conversation to disk via MixMonitor.

timeout - defaults to 300 seconds.
that a call will wait in the queue before it is routed to the next priority in the dialplan

AGI - Will setup an AGI script to be executed on the calling party's channel once they are connected to a queue member.

macro - Will run a macro on the called party's channel (the queue member) once the parties are connected.

* This application does not automatically answer and should be preceeded by an application such as

- Answer()
- Ringing()

# The status of the call as a text string

QUEUESTATUS

    TIMEOUT
    FULL
    JOINEMPTY
    LEAVEEMPTY
    JOINUNAVAIL
    LEAVEUNAVAIL
    CONTINUE

Dialplan Example

exten => s,1,Answer
exten => s,2,SetMusicOnHold(default)
exten => s,3,DigitTimeout,5
exten => s,4,ResponseTimeout,10
exten => s,5,Background(welcome)
exten => s,6,Queue(tech-queue)

Configure - queues.conf

# multiple call queues

queues.conf

; The first one, is the so called "static" way. For this configuration you do not need the agents.conf file.

; Created a context with the name [test]. In this context we have written the following: member => SIP/operator.
Example

[general]
; system to store each dynamically logged in agent, from each separate queue, in the Asterisk`s database.
; in case of restarting the Asterisk PBX, the agents will be automatically readded into their recorded queues.
persistentmembers = yes

; CDR dstchannel field of a call with an agent name
updatecdr = yes

[queue_test1]

; will hear for how long the caller has been left on music on hold.
reportholdtime=yes

; Set(CHANNEL(musicclass)=whatever)
musicclass = default

member => Agent/user1
member => Agent/user2
member => Agent/user3

;context = qoutcon

[queue_test2]

; monitor
monitor-format=wav
; input / output  mixed together in one joint file automatically
monitor-join = yes

; ringall, roundrobin, leastrecent, fewestcalls, random, linear
strategy = ringall

member => Agent/user1
member => Agent/user2
member => Agent/user3

member 的設定

; agent member
member => Agent/8888

; agent group
member => Agent/@1

; interface/user
member => SIP/operator

Queue Template

[StandardQueue](!)       ; template to provide common features
musicclass=default       ; play [default] music
strategy=rrmemory        ; use the Round Robin Memory strategy
joinempty=yes            ; do not join the queue when no members available
leavewhenempty=no        ; leave the queue when no members available
ringinuse=no             ; don't ring members when already InUse (prevents
                         ; multiple calls to an agent)

# define agents

agents.conf (dynamic way)

; answer the incoming calls in our queue

[agents]
; The agent number will be used in the queues.conf file
agent => agentnumber,agentpassword,agentname

Agents (agents.conf)

the people (or person) that answer call(s) that have been placed into a specific Queue.

Members

those channels that are active answering the Queue.

queues.conf or in dynamic realtime

Strategies

ringall: ring all available channels until one answers (default)

# only those available members with the lowest priorities will ring.
# i.e. If 200 is busy, then only 201 and 203 will ring.

member => SIP/200,1
member => SIP/201,2
member => SIP/202,3
member => SIP/203,2

在 Queue 內錄音

exten => _X.,1,NoOp("Call from outside")
    ; Check Caller
    same => n,NoOp("Caller ID: ${CALLERID(number)}")
    same => n,GotoIf($[${CALLERID(number)} : "2771"]?BridgeWait)
    same => n,Goto(OPERATOR)

    ; Label OPERATOR
    same => n(OPERATOR),NoOp("OPERATOR")
    same => n,Macro(dial-sip,30)
    same => n,Goto(END)

    ; Label QUEUE
    same => n(QUEUE),NoOp("QUEUE")
    same => n,Answer()
    same => n,Wait(1)
    same => n,Queue(MyQueue)
    same => n,Goto(END)

[MyQueue]
exten => _X.,1,NoOp("Call info: ${EXTEN}")
    same => n,Set(myFrom=${CUT(EXTEN,,1)})
    same => n,Set(myTo=${CUT(EXTEN,,2)})
    same => n,NoOp("From: ${myFrom} To: ${myTo}")
    same = n,MixMonitor(/var/spool/asterisk/monitor/callin/${STRFTIME(${EPOCH},,%Y%m%d-%H%M%S)}-${myFrom}-${myTo}.wav,b)
    same => n,Dial(pjsip/${myTo}@mytrunk_endpoint)
    same = n,StopMixMonitor()
    same => n,Hangup()

CLI

; members, all

queue reload members

; queue info.

queue show ???????

??????? has 1 calls (max unlimited) in 'ringall' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
   No Members
   Callers:
      1. PJSIP/507-0000008e (wait: 0:26, prio: 0)

queue add member interface to queuename

queue remove member interface from queuename

pause & unpause

queue unpause member pjsip/xxxxxxxx@mytrunk_endpoint

queue pause member pjsip/xxxxxxxx@mytrunk_endpoint

AMI

QueueAdd

Action: QueueAdd
Queue: MyQueue
Interface: sip/555
Penalty: 1
Paused: false
ActionID: 1111

required:

Queue, Interface

optional:

Paused: Whether or not the member should be initially paused.
Penalty: Entries with higher penalties are considered last
ActionID: 1111

QueueRemove

Action: QueueRemove
Queue: MyQueue
Interface: pjsip/????????@mytrunk_endpoint

QueueStatus

Action: QueueStatus

Response: Success
Message: Queue status will follow

Event: QueueParams
Queue: MyQueue
Max: 0
Strategy: ringall
Calls: 1
Holdtime: 91
TalkTime: 1
Completed: 1
Abandoned: 2
ServiceLevel: 0
ServicelevelPerf: 0.0
Weight: 0

Event: QueueEntry
Queue: MyQueue
Position: 1
Channel: PJSIP/mytrunk_endpoint-0000000e
Uniqueid: 1439870582.18
CallerIDNum: xxxxxxxx
CallerIDName: unknown
ConnectedLineNum: unknown
ConnectedLineName: unknown
Wait: 204

Event: QueueStatusComplete

Queues

Action: Queues

Troubleshoot

Queue members are considered INVALID, if their device status is Invalid.

queue show ???????

MyQueue has 1 calls (max unlimited) in 'ringall' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s

   Members:
      pjsip/????????@mytrunk_endpoint (ringinuse enabled) (dynamic) (Invalid) has taken no calls yet

This is a simple module loading ordering issue. You must ensure stuff is loaded in the following order if doing this:

1. pbx_config.so
2. chan_local.so
3. app_queue.so

preload => pbx_config.so
preload => chan_local.so

before

load => app_queue.so

* That will ensure your dialplan is loaded so chan_local can see it, and ensures chan_local will exist before app_queue tries to query it.

Device State

queue show ???????

   Members:
      pjsip/????????@mytrunk_endpoint (ringinuse enabled) (dynamic) (paused) (Invalid) has taken no calls yet

* Device states are controlled by the channel module

; enable device states for SIP devices

The callcounter option in sip.conf is an essential component of a properly functioning queue.

** call out trunk 係無 Device states 的 ...

DOC

http://www.asteriskdocs.org/en/3rd_Edition/asterisk-book-html-chunk/asterisk-DeviceStates.html

Queue Readtime

extconfig.conf

queues => mysql,general,queue_table
queue_members => mysql,general,queue_member_table

Create MySQL Table

queue_table.sql

CREATE TABLE `queue_table` (
`name` varchar(128) NOT NULL,
`musiconhold` varchar(128) default NULL,
`announce` varchar(128) default NULL,
`context` varchar(128) default NULL,
`timeout` int(11) default NULL,
`monitor_join` tinyint(1) default NULL,
`monitor_format` varchar(128) default NULL,
`queue_youarenext` varchar(128) default NULL,
`queue_thereare` varchar(128) default NULL,
`queue_callswaiting` varchar(128) default NULL,
`queue_holdtime` varchar(128) default NULL,
`queue_minutes` varchar(128) default NULL,
`queue_seconds` varchar(128) default NULL,
`queue_lessthan` varchar(128) default NULL,
`queue_thankyou` varchar(128) default NULL,
`queue_reporthold` varchar(128) default NULL,
`announce_frequency` int(11) default NULL,
`announce_round_seconds` int(11) default NULL,
`announce_holdtime` varchar(128) default NULL,
`retry` int(11) default NULL,
`wrapuptime` int(11) default NULL,
`maxlen` int(11) default NULL,
`servicelevel` int(11) default NULL,
`strategy` varchar(128) default NULL,
`joinempty` varchar(128) default NULL,
`leavewhenempty` varchar(128) default NULL,
`eventmemberstatus` tinyint(1) default NULL,
`eventwhencalled` tinyint(1) default NULL,
`reportholdtime` tinyint(1) default NULL,
`memberdelay` int(11) default NULL,
`weight` int(11) default NULL,
`timeoutrestart` tinyint(1) default NULL,
`periodic_announce` varchar(50) default NULL,
`periodic_announce_frequency` int(11) default NULL,
`ringinuse` tinyint(1) default NULL,
`setinterfacevar` tinyint(1) default NULL,
PRIMARY KEY  (`name`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;

queue_member_table.sql

CREATE TABLE `queue_member_table` (
`uniqueid` int(10) unsigned NOT NULL auto_increment,
`membername` varchar(40) default NULL,
`queue_name` varchar(128) default NULL,
`interface` varchar(128) default NULL,
`penalty` int(11) default NULL,
`paused` int(11) default NULL,
PRIMARY KEY  (`uniqueid`),
UNIQUE KEY `queue_interface` (`queue_name`,`interface`)
) ENGINE=MyISAM AUTO_INCREMENT=6 DEFAULT CHARSET=utf8;

Inserting the new Queue and Members

New Queue

INSERT INTO `queue_table`
(`name`,`context`)
VALUES
('MyQueue2','MyQueue');

New members

INSERT INTO `queue_member_table`
(`uniqueid`,`membername`,`queue_name`,`interface`,`penalty`,`paused`)
VALUES
(1,'SIP/1000@from-sip','my_queue','SIP/1000',NULL,0);

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Asterisk - Queue

介紹

目錄

Queue() Usage

Dialplan Example

Configure - queues.conf

在 Queue 內錄音

CLI

AMI

Troubleshoot

Device State

Queue Readtime