824 lines
35 KiB
Plaintext
824 lines
35 KiB
Plaintext
=================
|
|
Building Queues
|
|
=================
|
|
|
|
Written by: Leif Madsen
|
|
Initial version: 2010-01-14
|
|
|
|
In this article, we'll look at setting up a pair of queues in Asterisk called
|
|
'sales' and 'support'. These queues can be logged into by queue members, and
|
|
those members will also have the ability to pause and unpause themselves.
|
|
|
|
All configuration will be done in flat files on the system in order to maintain
|
|
simplicity in configuration.
|
|
|
|
Note that this documentation is based on Asterisk 1.6.2, and this is just one
|
|
approach to creating queues and the dialplan logic. You may create a better way,
|
|
and in that case, I would encourage you to submit it to the Asterisk issue
|
|
tracker at http://issues.asterisk.org for inclusion in Asterisk.
|
|
|
|
-------------------------------------
|
|
| Adding SIP Devices to Your Server |
|
|
-------------------------------------
|
|
|
|
The first thing we want to do is register a couple of SIP devices to our server.
|
|
These devices will be our agents that can login and out of the queues we'll
|
|
create later. Our naming convention will be to use MAC addresses as we want to
|
|
abstract the concepts of user (agent), device, and extension from each other.
|
|
|
|
In sip.conf, we add the following to the bottom of our file:
|
|
|
|
sip.conf
|
|
--------
|
|
|
|
[std-device](!)
|
|
type=peer
|
|
context=devices
|
|
host=dynamic
|
|
secret=s3CuR#p@s5
|
|
dtmfmode=rfc2833
|
|
disallow=all
|
|
allow=ulaw
|
|
|
|
[0004f2040001](std-device)
|
|
|
|
[0004f2040002](std-device)
|
|
|
|
|
|
|
|
What we're doing here is creating a [std-device] template and applying it to
|
|
a pair of peers that we'll register as 0004f2040001 and 0004f2040002; our
|
|
devices.
|
|
|
|
Then our devices can register to Asterisk. In my case I have a hard phone and
|
|
a soft phone registered. I can verify their connectivity by running 'sip show
|
|
peers'.
|
|
|
|
*CLI> sip show peers
|
|
Name/username Host Dyn Nat ACL Port Status
|
|
0004f2040001/0004f2040001 192.168.128.145 D 5060 Unmonitored
|
|
0004f2040002/0004f2040002 192.168.128.126 D 5060 Unmonitored
|
|
2 sip peers [Monitored: 0 online, 0 offline Unmonitored: 2 online, 0 offline]
|
|
|
|
|
|
|
|
----------------------------
|
|
| Configuring Device State |
|
|
----------------------------
|
|
|
|
Next, we need to configure our system to track the state of the devices. We do
|
|
this by defining a 'hint' in the dialplan which creates the ability for a device
|
|
subscription to be retained in memory. By default we can see there are no hints
|
|
registered in our system by running the 'core show hints' command.
|
|
|
|
*CLI> core show hints
|
|
There are no registered dialplan hint
|
|
|
|
|
|
We need to add the devices we're going to track to the extensions.conf file
|
|
under the [default] context which is the default configuration in sip.conf,
|
|
however we can change this to any context we want with the 'subscribecontext'
|
|
option.
|
|
|
|
Add the following lines to extensions.conf:
|
|
|
|
[default]
|
|
exten => 0004f2040001,hint,SIP/0004f2040001
|
|
exten => 0004f2040002,hint,SIP/0004f2040002
|
|
|
|
Then perform a 'dialplan reload' in order to reload the dialplan.
|
|
|
|
After reloading our dialplan, you can see the status of the devices with 'core
|
|
show hints' again.
|
|
|
|
|
|
*CLI> core show hints
|
|
|
|
-= Registered Asterisk Dial Plan Hints =-
|
|
0004f2040002@default : SIP/0004f2040002 State:Idle Watchers 0
|
|
0004f2040001@default : SIP/0004f2040001 State:Idle Watchers 0
|
|
----------------
|
|
- 2 hints registered
|
|
|
|
|
|
At this point, create an extension that you can dial that will play a prompt
|
|
that is long enough for you to go back to the Asterisk console to check the
|
|
state of your device while it is in use.
|
|
|
|
To do this, add the 555 extension to the [devices] context and make it playback
|
|
the tt-monkeys file.
|
|
|
|
|
|
extensions.conf
|
|
---------------
|
|
|
|
[devices]
|
|
exten => 555,1,Playback(tt-monkeys)
|
|
|
|
|
|
Dial that extension and then check the state of your device on the console.
|
|
|
|
*CLI> == Using SIP RTP CoS mark 5
|
|
-- Executing [555@devices:1] Playback("SIP/0004f2040001-00000001", "tt-monkeys") in new stack
|
|
-- <SIP/0004f2040001-00000001> Playing 'tt-monkeys.slin' (language 'en')
|
|
|
|
*CLI> core show hints
|
|
|
|
-= Registered Asterisk Dial Plan Hints =-
|
|
0004f2040002@default : SIP/0004f2040002 State:Idle Watchers 0
|
|
0004f2040001@default : SIP/0004f2040001 State:Idle Watchers 0
|
|
----------------
|
|
- 2 hints registered
|
|
|
|
Aha, we're not getting the device state correctly. There must be something else
|
|
we need to configure.
|
|
|
|
In sip.conf, we need to enable 'callcounter' in order to activate the ability
|
|
for Asterisk to monitor whether the device is in use or not. In versions prior
|
|
to 1.6.0 we needed to use 'call-limit' for this functionality, but call-limit
|
|
is now deprecated and is no longer necessary.
|
|
|
|
So, in sip.conf, in our [std-device] template, we need to add the callcounter
|
|
option.
|
|
|
|
sip.conf
|
|
--------
|
|
|
|
[std-device](!)
|
|
type=peer
|
|
context=devices
|
|
host=dynamic
|
|
secret=s3CuR#p@s5
|
|
dtmfmode=rfc2833
|
|
disallow=all
|
|
allow=ulaw
|
|
callcounter=yes ; <-- add this
|
|
|
|
|
|
Then reload chan_sip with 'sip reload' and perform our 555 test again. Dial 555
|
|
and then check the device state with 'core show hints'.
|
|
|
|
*CLI> == Using SIP RTP CoS mark 5
|
|
-- Executing [555@devices:1] Playback("SIP/0004f2040001-00000002", "tt-monkeys") in new stack
|
|
-- <SIP/0004f2040001-00000002> Playing 'tt-monkeys.slin' (language 'en')
|
|
|
|
*CLI> core show hints
|
|
|
|
-= Registered Asterisk Dial Plan Hints =-
|
|
0004f2040002@default : SIP/0004f2040002 State:Idle Watchers 0
|
|
0004f2040001@default : SIP/0004f2040001 State:InUse Watchers 0
|
|
----------------
|
|
- 2 hints registered
|
|
|
|
|
|
Note that now we have the correct device state when extension 555 is dialed,
|
|
showing that our device is InUse after dialing extension 555. This is important
|
|
when creating queues, otherwise our queue members would get multiple calls from
|
|
the queues.
|
|
|
|
-----------------------------
|
|
| Adding Queues to Asterisk |
|
|
-----------------------------
|
|
|
|
The next step is to add a couple of queues to Asterisk that we can assign queue
|
|
members into. For now we'll work with two queues; sales and support. Lets create
|
|
those queues now in queues.conf.
|
|
|
|
We'll leave the default settings that are shipped with queues.conf.sample in the
|
|
[general] section of queues.conf. See the queues.conf.sample file for more
|
|
information about each of the available options.
|
|
|
|
queues.conf
|
|
-----------
|
|
|
|
[general]
|
|
persistantmembers=yes
|
|
autofill=yes
|
|
monitor-type=MixMonitor
|
|
shared_lastcall=no
|
|
|
|
|
|
We can then define a [queue_template] that we'll assign to each of the queues
|
|
we create. These definitions can be overridden by each queue individually if you
|
|
reassign them under the [sales] or [support] headers. So under the [general]
|
|
section of your queues.conf file, add the following.
|
|
|
|
|
|
queues.conf
|
|
----------
|
|
|
|
[queue_template](!)
|
|
musicclass=default ; play [default] music
|
|
strategy=rrmemory ; use the Round Robin Memory strategy
|
|
joinempty=yes ; join the queue when no members available
|
|
leavewhenempty=no ; don't leave the queue no members available
|
|
ringinuse=no ; don't ring members when already InUse
|
|
|
|
[sales](queue_template)
|
|
; Sales queue
|
|
|
|
[support](queue_template)
|
|
; Support queue
|
|
|
|
|
|
|
|
After defining our queues, lets reload our app_queue.so module.
|
|
|
|
|
|
*CLI> module reload app_queue.so
|
|
-- Reloading module 'app_queue.so' (True Call Queueing)
|
|
|
|
== Parsing '/etc/asterisk/queues.conf': == Found
|
|
|
|
|
|
Then verify our queues loaded with 'queue show'.
|
|
|
|
|
|
*CLI> queue show
|
|
support has 0 calls (max unlimited) in 'rrmemory' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
|
|
No Members
|
|
No Callers
|
|
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
|
|
No Members
|
|
No Callers
|
|
|
|
|
|
|
|
------------------------
|
|
| Adding Queue Members |
|
|
------------------------
|
|
|
|
You'll notice that we have no queue members available to take calls from the
|
|
queues. We can add queue members from the Asterisk CLI with the 'queue add
|
|
member' command.
|
|
|
|
This is the format of the 'queue add member' command:
|
|
|
|
Usage: queue add member <channel> to <queue> [[[penalty <penalty>] as <membername>] state_interface <interface>]
|
|
Add a channel to a queue with optionally: a penalty, membername and a state_interface
|
|
|
|
The penalty, membername, and state_interface are all optional values. Special
|
|
attention should be brought to the 'state_interface' option for a member though.
|
|
The reason for state_interface is that if you're using a channel that does not
|
|
have device state itself (for example, if you were using the Local channel to
|
|
deliver a call to an end point) then you could assign the device state of a SIP
|
|
device to the pseudo channel. This allows the state of a SIP device to be
|
|
applied to the Local channel for correct device state information.
|
|
|
|
Lets add our device located at SIP/0004f2040001
|
|
|
|
*CLI> queue add member SIP/0004f2040001 to sales
|
|
Added interface 'SIP/0004f2040001' to queue 'sales'
|
|
|
|
Then lets verify our member was indeed added.
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040001 (dynamic) (Not in use) has taken no calls yet
|
|
No Callers
|
|
|
|
Now, if we dial our 555 extension, we should see that our member becomes InUse
|
|
within the queue.
|
|
|
|
*CLI> == Using SIP RTP CoS mark 5
|
|
-- Executing [555@devices:1] Playback("SIP/0004f2040001-00000001", "tt-monkeys") in new stack
|
|
-- <SIP/0004f2040001-00000001> Playing 'tt-monkeys.slin' (language 'en')
|
|
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040001 (dynamic) (In use) has taken no calls yet
|
|
No Callers
|
|
|
|
We can also remove our members from the queue using the 'queue remove' CLI
|
|
command.
|
|
|
|
*CLI> queue remove member SIP/0004f2040001 from sales
|
|
Removed interface 'SIP/0004f2040001' from queue 'sales'
|
|
|
|
Because we don't want to have to add queue members manually from the CLI, we
|
|
should create a method that allows queue members to login and out from their
|
|
devices. We'll do that in the next section.
|
|
|
|
But first, lets add an extension to our dialplan in order to permit people to
|
|
dial into our queues so calls can be delivered to our queue members.
|
|
|
|
extensions.conf
|
|
---------------
|
|
|
|
[devices]
|
|
exten => 555,1,Playback(tt-monkeys)
|
|
|
|
exten => 100,1,Queue(sales)
|
|
|
|
exten => 101,1,Queue(support)
|
|
|
|
|
|
Then reload the dialplan, and try calling extension 100 from SIP/0004f2040002,
|
|
which is the device we have not logged into the queue.
|
|
|
|
*CLI> dialplan reload
|
|
|
|
And now we call the queue at extension 100 which will ring our device at
|
|
SIP/0004f2040001.
|
|
|
|
*CLI> == Using SIP RTP CoS mark 5
|
|
-- Executing [100@devices:1] Queue("SIP/0004f2040002-00000005", "sales") in new stack
|
|
-- Started music on hold, class 'default', on SIP/0004f2040002-00000005
|
|
== Using SIP RTP CoS mark 5
|
|
-- SIP/0004f2040001-00000006 is ringing
|
|
|
|
|
|
We can see the device state has changed to Ringing while the device is ringing.
|
|
|
|
*CLI> queue show sales
|
|
sales has 1 calls (max unlimited) in 'rrmemory' strategy (2s holdtime, 3s talktime), W:0, C:1, A:1, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040001 (dynamic) (Ringing) has taken 1 calls (last was 14 secs ago)
|
|
Callers:
|
|
1. SIP/0004f2040002-00000005 (wait: 0:03, prio: 0)
|
|
|
|
|
|
Our queue member then answers the phone.
|
|
|
|
*CLI> -- SIP/0004f2040001-00000006 answered SIP/0004f2040002-00000005
|
|
-- Stopped music on hold on SIP/0004f2040002-00000005
|
|
-- Native bridging SIP/0004f2040002-00000005 and SIP/0004f2040001-00000006
|
|
|
|
|
|
And we can see the queue member is now in use.
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (3s holdtime, 3s talktime), W:0, C:1, A:1, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040001 (dynamic) (In use) has taken 1 calls (last was 22 secs ago)
|
|
No Callers
|
|
|
|
|
|
Then the call is hung up.
|
|
|
|
*CLI> == Spawn extension (devices, 100, 1) exited non-zero on 'SIP/0004f2040002-00000005'
|
|
|
|
|
|
And we see that our queue member is available to take another call.
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (3s holdtime, 4s talktime), W:0, C:2, A:1, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040001 (dynamic) (Not in use) has taken 2 calls (last was 6 secs ago)
|
|
No Callers
|
|
|
|
--------------------------------
|
|
| Logging In and Out of Queues |
|
|
--------------------------------
|
|
|
|
In this section we'll show how to use the AddQueueMember() and
|
|
RemoveQueueMember() dialplan applications to login and out of queues. For more
|
|
information about the available options to AddQueueMember() and
|
|
RemoveQueueMember() use the 'core show application <app>' command from the CLI.
|
|
|
|
The following bit of dialplan is a bit long, but stick with it, and you'll see
|
|
that it isn't really all that bad. The gist of the dialplan is that it will
|
|
check to see if the active user (the device that is dialing the extension) is
|
|
currently logged into the queue extension that has been requested, and if logged
|
|
in, then will log them out; if not logged in, then they will be logged into the
|
|
queue.
|
|
|
|
We've updated the two lines we added in the previous section that allowed us to
|
|
dial the sales and support queues. We've abstracted this out a bit in order to
|
|
make it easier to add new queues in the future. This is done by adding the queue
|
|
names to a global variable, then utilizing the extension number dialed to look
|
|
up the queue name.
|
|
|
|
So we replace extension 100 and 101 with the following dialplan.
|
|
|
|
; Call any of the queues we've defined in the [globals] section.
|
|
exten => _1XX,1,Verbose(2,Call queue as configured in the QUEUE_${EXTEN} global variable)
|
|
exten => _1XX,n,Set(thisQueue=${GLOBAL(QUEUE_${EXTEN})})
|
|
exten => _1XX,n,GotoIf($["${thisQueue}" = ""]?invalid_queue,1)
|
|
exten => _1XX,n,Verbose(2, --> Entering the ${thisQueue} queue)
|
|
exten => _1XX,n,Queue(${thisQueue})
|
|
exten => _1XX,n,Hangup()
|
|
|
|
exten => invalid_queue,1,Verbose(2,Attempted to enter invalid queue)
|
|
exten => invalid_queue,n,Playback(silence/1&invalid)
|
|
exten => invalid_queue,n,Hangup()
|
|
|
|
The [globals] section contains the following two global variables.
|
|
|
|
[globals]
|
|
QUEUE_100=sales
|
|
QUEUE_101=support
|
|
|
|
So when we dial extension 100, it matches our pattern _1XX. The number we dialed
|
|
(100) is then retrievable via ${EXTEN} and we can get the name of queue 100
|
|
(sales) from the global variable QUEUE_100. We then assign it to the channel
|
|
variable thisQueue so it is easier to work with in our dialplan.
|
|
|
|
exten => _1XX,n,Set(thisQueue=${GLOBAL(QUEUE_${EXTEN})})
|
|
|
|
We then check to see if we've gotten a value back from the global variable which
|
|
would indicate whether the queue was valid or not.
|
|
|
|
exten => _1XX,n,GotoIf($["${thisQueue}" = ""]?invalid_queue,1)
|
|
|
|
If ${thisQueue} returns nothing, then we Goto the invalid_queue extension and
|
|
playback the 'invalid' file.
|
|
|
|
We could alternatively limit our pattern match to only extension 100 and 101
|
|
with the _10[0-1] pattern instead.
|
|
|
|
Lets move into the nitty-gritty section and show how we can login and logout our
|
|
devices to the pair of queues we've created.
|
|
|
|
First, we create a pattern match that takes star (*) plus the queue number
|
|
that we want to login or logout of. So to login/out of the sales queue (100) we
|
|
would dial *100. We use the same extension for logging in and out.
|
|
|
|
; Extension *100 or *101 will login/logout a queue member from sales or support queues respectively.
|
|
exten => _*10[0-1],1,Set(xtn=${EXTEN:1}) ; save ${EXTEN} with * chopped off to ${xtn}
|
|
exten => _*10[0-1],n,Goto(queueLoginLogout,member_check,1) ; check if already logged into a queue
|
|
|
|
We save the value of ${EXTEN:1} to the 'xtn' channel variable so we don't need
|
|
to keep typing the complicated pattern match.
|
|
|
|
Now we move into the meat of our login/out dialplan inside the
|
|
[queueLoginLogout] context.
|
|
|
|
The first section is initializing some variables that we need throughout the
|
|
member_check extension such as the name of the queue, the members currently
|
|
logged into the queue, and the current device peer name (i.e. SIP/0004f2040001).
|
|
|
|
|
|
|
|
; ### Login or Logout a Queue Member
|
|
[queueLoginLogout]
|
|
exten => member_check,1,Verbose(2,Logging queue member in or out of the request queue)
|
|
exten => member_check,n,Set(thisQueue=${GLOBAL(QUEUE_${xtn})}) ; assign queue name to a variable
|
|
exten => member_check,n,Set(queueMembers=${QUEUE_MEMBER_LIST(${thisQueue})}) ; assign list of logged in members of thisQueue to
|
|
; a variable (comma separated)
|
|
exten => member_check,n,Set(thisActiveMember=SIP/${CHANNEL(peername)}) ; initialize 'thisActiveMember' as current device
|
|
|
|
exten => member_check,n,GotoIf($["${queueMembers}" = ""]?q_login,1) ; short circuit to logging in if we don't have
|
|
; any members logged into this queue
|
|
|
|
|
|
|
|
At this point if there are no members currently logged into our sales queue,
|
|
we then short-circuit our dialplan to go to the 'q_login' extension since there
|
|
is no point in wasting cycles searching to see if we're already logged in.
|
|
|
|
The next step is to finish initializing some values we need within the While()
|
|
loop that we'll use to check if we're already logged into the queue. We set
|
|
our ${field} variable to 1, which will be used as the field number offset in
|
|
the CUT() function.
|
|
|
|
|
|
; Initialize some values we'll use in the While() loop
|
|
exten => member_check,n,Set(field=1) ; start our field counter at one
|
|
exten => member_check,n,Set(logged_in=0) ; initialize 'logged_in' to "not logged in"
|
|
exten => member_check,n,Set(thisQueueMember=${CUT(queueMembers,\,,${field})}) ; initialize 'thisQueueMember' with the value in the
|
|
; first field of the comma-separated list
|
|
|
|
|
|
Now we get to enter our While() loop to determine if we're already logged in.
|
|
|
|
|
|
; Enter our loop to check if our member is already logged into this queue
|
|
exten => member_check,n,While($[${EXISTS(${thisQueueMember})}]) ; while we have a queue member...
|
|
|
|
|
|
This is where we check to see if the member at this position of the list is the
|
|
same as the device we're calling from. If it doesn't match, then we go to the
|
|
'check_next' priority label (where we increase our ${field} counter variable).
|
|
If it does match, then we continue on in the dialplan.
|
|
|
|
exten => member_check,n,GotoIf($["${thisQueueMember}" != "${thisActiveMember}"]?check_next) ; if 'thisQueueMember' is not the
|
|
; same as our active peer, then
|
|
; check the next in the list of
|
|
; logged in queue members
|
|
|
|
If we continued on in the dialplan, then we set the ${logged_in} channel
|
|
variable to '1' which represents we're already logged into this queue. We then
|
|
exit the While() loop with the ExitWhile() dialplan application.
|
|
|
|
exten => member_check,n,Set(logged_in=1) ; if we got here, set as logged in
|
|
exten => member_check,n,ExitWhile() ; then exit our loop
|
|
|
|
|
|
|
|
If we didn't match this peer name in the list, then we increase our ${field}
|
|
counter variable by one, update the ${thisQueueMember} channel variable and then
|
|
move back to the top of the loop for another round of checks.
|
|
|
|
exten => member_check,n(check_next),Set(field=$[${field} + 1]) ; if we got here, increase counter
|
|
exten => member_check,n,Set(thisQueueMember=${CUT(queueMembers,\,,${field})}) ; get next member in the list
|
|
exten => member_check,n,EndWhile() ; ...end of our loop
|
|
|
|
|
|
And once we exit our loop, we determine whether we need to log our device in
|
|
or out of the queue.
|
|
|
|
; if not logged in, then login to this queue, otherwise, logout
|
|
exten => member_check,n,GotoIf($[${logged_in} = 0]?q_login,1:q_logout,1) ; if not logged in, then login, otherwise, logout
|
|
|
|
|
|
|
|
The following two extensions are used to either log the device in or out of the
|
|
queue. We use the AddQueueMember() and RemovQueueMember() applications to login
|
|
or logout the device from the queue.
|
|
|
|
The first two arguments for AddQueueMember() and RemoveQueueMember() are 'queue'
|
|
and 'device'. There are additional arguments we can pass, and you can check
|
|
those out with 'core show application AddQueueMember' and 'core show
|
|
application RemoveQueueMember()'.
|
|
|
|
; ### Login queue member ###
|
|
exten => q_login,1,Verbose(2,Logging ${thisActiveMember} into the ${thisQueue} queue)
|
|
exten => q_login,n,AddQueueMember(${thisQueue},${thisActiveMember}) ; login our active device to the queue
|
|
; requested
|
|
exten => q_login,n,Playback(silence/1) ; answer the channel by playing one second of silence
|
|
|
|
; If the member was added to the queue successfully, then playback "Agent logged in", otherwise, state an error occurred
|
|
exten => q_login,n,ExecIf($["${AQMSTATUS}" = "ADDED"]?Playback(agent-loginok):Playback(an-error-has-occurred))
|
|
exten => q_login,n,Hangup()
|
|
|
|
|
|
; ### Logout queue member ###
|
|
exten => q_logout,1,Verbose(2,Logging ${thisActiveMember} out of ${thisQueue} queue)
|
|
exten => q_logout,n,RemoveQueueMember(${thisQueue},${thisActiveMember})
|
|
exten => q_logout,n,Playback(silence/1)
|
|
exten => q_logout,n,ExecIf($["${RQMSTATUS}" = "REMOVED"]?Playback(agent-loggedoff):Playback(an-error-has-occurred))
|
|
exten => q_logout,n,Hangup()
|
|
|
|
|
|
And that's it! Give it a shot and you should see console output similar to the
|
|
following which will login and logout your queue members to the queues you've
|
|
configured.
|
|
|
|
You can see there are already a couple of queue members logged into the sales
|
|
queue.
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (3s holdtime, 4s talktime), W:0, C:2, A:1, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040001 (dynamic) (Not in use) has taken no calls yet
|
|
SIP/0004f2040002 (dynamic) (Not in use) has taken no calls yet
|
|
No Callers
|
|
|
|
|
|
Then we dial *100 to logout the active device from the sales queue.
|
|
|
|
*CLI> == Using SIP RTP CoS mark 5
|
|
-- Executing [*100@devices:1] Set("SIP/0004f2040001-00000012", "xtn=100") in new stack
|
|
-- Executing [*100@devices:2] Goto("SIP/0004f2040001-00000012", "queueLoginLogout,member_check,1") in new stack
|
|
-- Goto (queueLoginLogout,member_check,1)
|
|
-- Executing [member_check@queueLoginLogout:1] Verbose("SIP/0004f2040001-00000012", "2,Logging queue member in or out of the request queue") in new stack
|
|
== Logging queue member in or out of the request queue
|
|
-- Executing [member_check@queueLoginLogout:2] Set("SIP/0004f2040001-00000012", "thisQueue=sales") in new stack
|
|
-- Executing [member_check@queueLoginLogout:3] Set("SIP/0004f2040001-00000012", "queueMembers=SIP/0004f2040001,SIP/0004f2040002") in new stack
|
|
-- Executing [member_check@queueLoginLogout:4] Set("SIP/0004f2040001-00000012", "thisActiveMember=SIP/0004f2040001") in new stack
|
|
-- Executing [member_check@queueLoginLogout:5] GotoIf("SIP/0004f2040001-00000012", "0?q_login,1") in new stack
|
|
-- Executing [member_check@queueLoginLogout:6] Set("SIP/0004f2040001-00000012", "field=1") in new stack
|
|
-- Executing [member_check@queueLoginLogout:7] Set("SIP/0004f2040001-00000012", "logged_in=0") in new stack
|
|
-- Executing [member_check@queueLoginLogout:8] Set("SIP/0004f2040001-00000012", "thisQueueMember=SIP/0004f2040001") in new stack
|
|
-- Executing [member_check@queueLoginLogout:9] While("SIP/0004f2040001-00000012", "1") in new stack
|
|
-- Executing [member_check@queueLoginLogout:10] GotoIf("SIP/0004f2040001-00000012", "0?check_next") in new stack
|
|
-- Executing [member_check@queueLoginLogout:11] Set("SIP/0004f2040001-00000012", "logged_in=1") in new stack
|
|
-- Executing [member_check@queueLoginLogout:12] ExitWhile("SIP/0004f2040001-00000012", "") in new stack
|
|
-- Jumping to priority 15
|
|
-- Executing [member_check@queueLoginLogout:16] GotoIf("SIP/0004f2040001-00000012", "0?q_login,1:q_logout,1") in new stack
|
|
-- Goto (queueLoginLogout,q_logout,1)
|
|
-- Executing [q_logout@queueLoginLogout:1] Verbose("SIP/0004f2040001-00000012", "2,Logging SIP/0004f2040001 out of sales queue") in new stack
|
|
== Logging SIP/0004f2040001 out of sales queue
|
|
-- Executing [q_logout@queueLoginLogout:2] RemoveQueueMember("SIP/0004f2040001-00000012", "sales,SIP/0004f2040001") in new stack
|
|
[Nov 12 12:08:51] NOTICE[11582]: app_queue.c:4842 rqm_exec: Removed interface 'SIP/0004f2040001' from queue 'sales'
|
|
-- Executing [q_logout@queueLoginLogout:3] Playback("SIP/0004f2040001-00000012", "silence/1") in new stack
|
|
-- <SIP/0004f2040001-00000012> Playing 'silence/1.slin' (language 'en')
|
|
-- Executing [q_logout@queueLoginLogout:4] ExecIf("SIP/0004f2040001-00000012", "1?Playback(agent-loggedoff):Playback(an-error-has-occurred)") in new stack
|
|
-- <SIP/0004f2040001-00000012> Playing 'agent-loggedoff.slin' (language 'en')
|
|
-- Executing [q_logout@queueLoginLogout:5] Hangup("SIP/0004f2040001-00000012", "") in new stack
|
|
== Spawn extension (queueLoginLogout, q_logout, 5) exited non-zero on 'SIP/0004f2040001-00000012'
|
|
|
|
|
|
And we can see that the device we loggd out by running 'queue show sales'.
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (3s holdtime, 4s talktime), W:0, C:2, A:1, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040002 (dynamic) (Not in use) has taken no calls yet
|
|
No Callers
|
|
|
|
|
|
-------------------------------------------
|
|
| Pausing and Unpausing Members of Queues |
|
|
-------------------------------------------
|
|
|
|
Once we have our queue members logged in, it is inevitable that they will want
|
|
to pause themselves during breaks, and other short periods of inactivity. To do
|
|
this we can utilize the 'queue pause' and 'queue unpause' CLI commands.
|
|
|
|
We have two devices logged into the sales queue as we can see with the 'queue
|
|
show sales' CLI command.
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040002 (dynamic) (Not in use) has taken no calls yet
|
|
SIP/0004f2040001 (dynamic) (Not in use) has taken no calls yet
|
|
No Callers
|
|
|
|
|
|
We can then pause our devices with 'queue pause' which has the following format.
|
|
|
|
Usage: queue {pause|unpause} member <member> [queue <queue> [reason <reason>]]
|
|
Pause or unpause a queue member. Not specifying a particular queue
|
|
will pause or unpause a member across all queues to which the member
|
|
belongs.
|
|
|
|
Lets pause device 0004f2040001 in the sales queue by executing the following.
|
|
|
|
*CLI> queue pause member SIP/0004f2040001 queue sales
|
|
paused interface 'SIP/0004f2040001' in queue 'sales' for reason 'lunch'
|
|
|
|
|
|
And we can see they are paused with 'queue show sales'.
|
|
|
|
*CLI> queue show sales
|
|
sales has 0 calls (max unlimited) in 'rrmemory' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
|
|
Members:
|
|
SIP/0004f2040002 (dynamic) (Not in use) has taken no calls yet
|
|
SIP/0004f2040001 (dynamic) (paused) (Not in use) has taken no calls yet
|
|
No Callers
|
|
|
|
At this point the queue member will no longer receive calls from the system. We
|
|
can unpause them with the CLI command 'queue unpause member'.
|
|
|
|
*CLI> queue unpause member SIP/0004f2040001 queue sales
|
|
unpaused interface 'SIP/0004f2040001' in queue 'sales'
|
|
|
|
And if you don't specify a queue, it will pause or unpause from all queues.
|
|
|
|
*CLI> queue pause member SIP/0004f2040001
|
|
paused interface 'SIP/0004f2040001'
|
|
|
|
|
|
Of course we want to allow the agents to pause and unpause themselves from their
|
|
devices, so we need to create an extension and some dialplan logic for that to
|
|
happen.
|
|
|
|
Below we've created the pattern patch _*0[01]! which will match on *00 and *01,
|
|
and will *also* match with zero or more digits following it, such as the queue
|
|
extension number.
|
|
|
|
So if we want to pause ourselves in all queues, we can dial *00; unpausing can
|
|
be done with *01. But if our agents just need to pause or unpause themselves
|
|
from a single queue, then we will also accept *00100 to pause in queue 100
|
|
(sales), or we can unpause ourselves from sales with *01100.
|
|
|
|
|
|
extensions.conf
|
|
---------------
|
|
|
|
; Allow queue members to pause and unpause themselves from all queues, or an individual queue.
|
|
;
|
|
; _*0[01]! pattern match will match on *00 and *01 plus 0 or more digits.
|
|
exten => _*0[01]!,1,Verbose(2,Pausing or unpausing queue member from one or more queues)
|
|
exten => _*0[01]!,n,Set(xtn=${EXTEN:3}) ; save the queue extension to 'xtn'
|
|
exten => _*0[01]!,n,Set(thisQueue=${GLOBAL(QUEUE_${xtn})}) ; get the queue name if available
|
|
exten => _*0[01]!,n,GotoIf($[${ISNULL(${thisQueue})} & ${EXISTS(${xtn})}]?invalid_queue,1) ; if 'thisQueue' is blank and the
|
|
; the agent dialed a queue exten,
|
|
; we will tell them it's invalid
|
|
|
|
The following line will determine if we're trying to pause or unpause. This is
|
|
done by taking the value dialed (e.g. *00100) and chopping off the first 2
|
|
digits which leaves us with 0100, and then the :1 will return the next digit,
|
|
which in this case is '0' that we're using to signify that the queue member
|
|
wants to be paused (in queue 100).
|
|
|
|
So we're doing the following with our EXTEN variable.
|
|
|
|
${EXTEN:2:1}
|
|
offset ^ ^ length
|
|
|
|
|
|
Which causes the following.
|
|
|
|
*00100
|
|
^^ offset these characters
|
|
|
|
*00100
|
|
^ then return a digit length of one, which is digit 0
|
|
|
|
|
|
exten => _*0[01]!,n,GotoIf($[${EXTEN:2:1} = 0]?pause,1:unpause,1) ; determine if they wanted to pause
|
|
; or to unpause.
|
|
|
|
|
|
The following two extensions, pause & unpause, are used for pausing and
|
|
unpausing our extension from the queue(s). We use the PauseQueueMember() and
|
|
UnpauseQueueMember() dialplan applications which accept the queue name
|
|
(optional) and the queue member name. If the queue name is not provided, then it
|
|
is assumed we want to pause or unpause from all logged in queues.
|
|
|
|
; Unpause ourselves from one or more queues
|
|
exten => unpause,1,NoOp()
|
|
exten => unpause,n,UnpauseQueueMember(${thisQueue},SIP/${CHANNEL(peername)}) ; if 'thisQueue' is populated we'll pause in
|
|
; that queue, otherwise, we'll unpause in
|
|
; in all queues
|
|
|
|
|
|
Once we've unpaused ourselves, we use GoSub() to perform some common dialplan
|
|
logic that is used for pausing and unpausing. We pass three arguments to the
|
|
subroutine:
|
|
|
|
* variable name that contains the result of our operation
|
|
* the value we're expecting to get back if successful
|
|
* the filename to play
|
|
|
|
exten => unpause,n,GoSub(changePauseStatus,start,1(UPQMSTATUS,UNPAUSED,available)) ; use the changePauseStatus subroutine and
|
|
; pass the values for: variable to check,
|
|
; value to check for, and file to play
|
|
exten => unpause,n,Hangup()
|
|
|
|
|
|
And the same method is done for pausing.
|
|
|
|
; Pause ourselves in one or more queues
|
|
exten => pause,1,NoOp()
|
|
exten => pause,n,PauseQueueMember(${thisQueue},SIP/${CHANNEL(peername)})
|
|
exten => pause,n,GoSub(changePauseStatus,start,1(PQMSTATUS,PAUSED,unavailable))
|
|
exten => pause,n,Hangup()
|
|
|
|
|
|
Lets explore what happens in the subroutine we're using for pausing and
|
|
unpausing.
|
|
|
|
|
|
; ### Subroutine we use to check pausing and unpausing status ###
|
|
[changePauseStatus]
|
|
; ARG1: variable name to check, such as PQMSTATUS and UPQMSTATUS (PauseQueueMemberStatus / UnpauseQueueMemberStatus)
|
|
; ARG2: value to check for, such as PAUSED or UNPAUSED
|
|
; ARG3: file to play back if our variable value matched the value to check for
|
|
;
|
|
exten => start,1,NoOp()
|
|
exten => start,n,Playback(silence/1) ; answer line with silence
|
|
|
|
The following line is probably the most complex. We're using the IF() function
|
|
inside the Playback() application which determines which file to playback
|
|
to the user.
|
|
|
|
Those three values we passed in from the pause and unpause extensions could have
|
|
been something like:
|
|
|
|
* ARG1 -- PQMSTATUS
|
|
* ARG2 -- PAUSED
|
|
* ARG3 -- unavailable
|
|
|
|
So when expanded, we'd end up with the following inside the IF() function.
|
|
|
|
$["${PQMSTATUS}" = "PAUSED"]?unavailable:not-yet-connected
|
|
|
|
${PQMSTATUS} would then be expanded further to contain the status of our
|
|
PauseQueueMember() dialplan application, which could either be PAUSED or
|
|
NOTFOUND. So if ${PQMSTATUS} returned PAUSED, then it would match what we're
|
|
looking to match on, and we'd then return 'unavailable' to Playback() that would
|
|
tell the user they are now unavailable.
|
|
|
|
Otherwise, we'd get back a message saying "not yet connected" to indicate they
|
|
are likely not logged into the queue they are attempting to change status in.
|
|
|
|
|
|
; Please note that ${ARG1} is wrapped in ${ } in order to expand the value of ${ARG1} into
|
|
; the variable we want to retrieve the value from, i.e. ${${ARG1}} turns into ${PQMSTATUS}
|
|
exten => start,n,Playback(${IF($["${${ARG1}}" = "${ARG2}"]?${ARG3}:not-yet-connected)}) ; check if value of variable
|
|
; matches the value we're looking
|
|
; for and playback the file we want
|
|
; to play if it does
|
|
|
|
If ${xtn} is null, then we just go to the end of the subroutine, but if it isn't
|
|
then we will play back "in the queue" followed by the queue extension number
|
|
indicating which queue they were (un)paused from.
|
|
|
|
exten => start,n,GotoIf($[${ISNULL(${xtn})}]?end) ; if ${xtn} is null, then just Return()
|
|
exten => start,n,Playback(in-the-queue) ; if not null, then playback "in the queue"
|
|
exten => start,n,SayNumber(${xtn}) ; and the queue number that we (un)paused from
|
|
exten => start,n(end),Return() ; return from were we came
|
|
|
|
--------------
|
|
| Conclusion |
|
|
--------------
|
|
|
|
You should now have a simple system that permits you to login and out of queues
|
|
you create in queues.conf, and to allow queue members to pause themselves within
|
|
one or more queues. There are a lot of dialplan concepts utilized in this
|
|
article, so you are encouraged to seek out additional documentation if any of
|
|
these concepts are a bit fuzzy for you.
|
|
|
|
A good start is the doc/ subdirectory of the Asterisk sources, or the various
|
|
configuration samples files located in the configs/ subdirectory of your
|
|
Asterisk source code.
|