Asterisk Agents

Asterisk call agents

Agents are human beings – well, phone extensions that are used by human beings. Setting up agents in the Asterisk config agents.conf file allows you to then assign agents in your call queues as a member. One agent can be assigned to many queues, and you can permit an agent to login from any extension.

In a nutshell…..

agents.conf

[agents]
agent => 1001,4321,Wayne Kerr

queues.conf

[queue1]
member => Agent/1001

extensions.conf

exten => 28,1,AgentLogin(1001)
exten => 29,1,Queue(queue1)

How it works

• Agent logs on, e.g. using code “28” as in the example above, hears Asterisk cmd MusicOnHold, waits for call.
• Inbound call gets transfered to extension 29
• agents hears beep and inbound call gets connected to agent.

If you would prefer your agents to get called when they log in, you can implement the AgentCallbackLogin function, which will call your agent when a call gets assigned to them in the queue.

See also

• Asterisk call queues: Call Queue Overview
• Asternic Call Center Stats – Queue monitoring and reporting, GPL and commercial versions available.
• agents.conf configuration file
• queues.conf
• Asterisk cmd AgentLogin
• AgentCallbackLogin
• Asterisk cmd AgentMonitorOutgoing
• Agents without agent channel
• Agents without agent channel Asterisk 1.4 AEL
• Queues with hotdesk agents login voicemail AEL 1.4
• Agents desktop Windows, Linux & Mac, DialApplet
• OrderlyQ – Extension to Asterisk Queues that lets callers hang up, then call back without losing their place.

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