text stringlengths 0 152 |
|---|
Mapping (joinempty) |
(empty) |
penalty,paused,invalid |
Mapping (leavewhenempty) |
penalty,paused,invalid |
(empty) |
strict penalty,paused,invalid,unavailable penalty,paused,invalid,unavailable |
loose |
penalty,invalid |
penalty,invalid |
Using Local Channels |
The use of local channels as queue members is a powerful way of executing dialplan |
code prior to dialing the actual agent’s device. When Queue() decides to present a call |
to an agent, using local channels allows us to define custom channel variables, write |
to a logfile, set some limit on call length (e.g., if it is a paid service), send messages of |
all sorts all over the place, perform database transactions, and perform many of the |
other actions we might wish to do at that exact moment. Normally, we have no con‐ |
trol over when the Queue() application has decided to present a caller to a specific |
member, but with local channels, we get one final kick at the can, and can even return |
Congestion(), which will have the effect of returning the caller to the queue, since |
the queue will not consider this call to have been successfully delivered to an agent |
(this can be very handy, since some external condition can be evaluated before the |
call is just fired off to an endpoint). |
When using local channels for queues, they are added just like any other channels, |
typically dynamically through the AddQueueMember() dialplan application. |
We’ll need to define the local channel where all the magic happens, and since local |
channels are typically used in a manner similar to subroutines, we like to name and |
locate them in the dialplan with the subroutines, with a context name starting with |
local (akin to how subroutines start with sub). If you’ve been building out your |
dialplan along with the book, you’ll notice you already have a local channel [local |
DialDelay]. Add this code somewhere in that part of the dialplan. |
[localMemberConnector] |
exten => _[A-Za-z0-9].,1,Verbose(2,Connect ${CALLERID(all)} to Agent at ${EXTEN}) |
; filter out any bad characters, allow alphanumeric chars and hyphen |
same => n,Set(QueueMember=${FILTER(A-Za-z0-9\-,${EXTEN})}) |
232 |
| |
Chapter 12: Automatic Call Distribution Queues |
; assign the first field of QueueMember to Technology; hyphen as separator |
same => n,Set(Technology=${CUT(QueueMember,-,1)}) |
; assign the second field of QueueMember to Device using the hyphen separator |
same => n,Set(Device=${CUT(QueueMember,-,2)}) |
; dial the agent |
same => n,Dial(${Technology}/${Device}) |
same => n,Hangup() |
This code might not make total sense just yet, but what it’s doing is taking the $ |
{EXTEN} (which is a complex alphanumeric string at this point), and slicing and dic‐ |
ing it to extract the actual channel to be called (i.e., we pass as part of the local chan‐ |
nel all the information needed to dial the actual channel). |
Let’s look at the AddQueueMember code and see if we can make more sense of this: |
exten => *740,1,Noop(Logging in device ${CHANNEL(endpoint)} into the support queue) |
same => n,Set(MemberTech=${CHANNEL(channeltype)}) |
same => n,Set(MemberIdent=${CHANNEL(endpoint)}) |
same => n,Set(Interface=${MemberTech}/${MemberIdent}) |
;;; THE FOLLOWING SHOULD ALL BE ON ONE LINE |
same => n,AddQueueMember(support,Local/${MemberTech}-${MemberIdent}@localMemberConnector |
,,,${IF($[${MemberTech} = PJSIP]?${Interface})}) |
same => n,Playback(silence/1) |
same => n,Playback(${IF($[${AQMSTATUS} = ADDED]?agent-loginok:agent-incorrect)}) |
same => n,Hangup() |
Once you’ve input all this and reloaded your dialplan, log into the queue by dialing |
*740, and let’s see what we’ve got. |
*CLI> queue show support |
support has 0 calls (max unlimited) in 'rrmemory' strategy (1s holdtime, 0s talktime), |
W:0, C:1, A:1, SL:0.0%, SL2:0.0% within 0s |
Members: |
PJSIP/SOFTPHONE_A (Local/PJSIP-SOFTPHONE_A@localMemberConnector) |
(ringinuse disabled) (dynamic) (Not in use) |
No Callers |
The member is now identified to the queue as a local channel named PJSIP- |
SOFTPHONE_A in the [localMemberConnector] context. (The PJSIP/SOFTPHONE_A |
channel will be monitored for actual status of the endpoint.) When Queue() decides |
to send a call to the member, the call will end up in the [localMemberConnector] |
context, where the EXTEN (PJSIP-SOFTPHONE_A) will be sliced and diced in order to |
yield our channel type and endpoint,7 which is what will actually be called. |
At this point, the purpose of all this extra complexity is not immediately clear. So far |
we don’t get anything useful out of all this extra code. |
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