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callcenter.conf.xml example


Code Block
languagexml
themeConfluence
<configuration name="callcenter.conf" description="CallCenter">
 
  <settings>
      <!--<param name="odbc-dsn" value="dsn:user:pass"/>-->
      <!--<param name="dbname" value="/dev/shm/callcenter.db"/>-->
  </settings>
 
  <queues>
    <queue name="sales@default">
      <param name="strategy" value="agent-with-least-talk-time"/>
      <param name="moh-sound" value="$${hold_music}"/>
      <!--<param name="record-template" value="$${base_dir}/recordings/sales/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
      <param name="time-base-score" value="queue"/>
      <param name="tier-rules-apply" value="false"/>
      <param name="tier-rule-wait-second" value="300"/>
      <param name="tier-rule-wait-multiply-level" value="true"/>
      <param name="tier-rule-no-agent-no-wait" value="false"/>
      <param name="discard-abandoned-after" value="14400"/>
      <param name="max-wait-time" value="0"/>
      <param name="max-wait-time-with-no-agent" value="120"/>
 
    </queue>
    <queue name="support@default">
      <param name="strategy" value="longest-idle-agent"/>
      <param name="moh-sound" value="$${hold_music}"/>
      <!--<param name="record-template" value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
      <param name="time-base-score" value="system"/>
      <param name="tier-rules-apply" value="false"/>
      <param name="tier-rule-wait-second" value="300"/>
      <param name="tier-rule-wait-multiply-level" value="true"/>
      <param name="tier-rule-no-agent-no-wait" value="false"/>
      <param name="discard-abandoned-after" value="60"/>
      <param name="abandoned-resume-allowed" value="false"/>
      <param name="max-wait-time" value="0"/>
      <param name="max-wait-time-with-no-agent" value="120"/>
    </queue>
  </queues>
 
<!-- WARNING: Configuration of XML Agents will be updated into the DB upon restart. -->
<!-- WARNING: Configuration of XML Tiers will reset the level and position if those were supplied. -->
<!-- WARNING: Agents and Tiers XML config shouldn't be used in a multi FS shared DB setup. -->
 
  <agents>
    <agent name="1000@default" type="callback" contact="[leg_timeout=10]user/1000@default" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />
    <!-- If you would like to set the Caller ID name, for whatever reason notice below. -->
    <agent name="1001@default" type="callback" contact="[origination_caller_id_name='Queue Caller',leg_timeout=10]user/1001@default" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />
  </agents>
 
  <tiers>
    <!-- If no level or position is provided, they will default to 1. You should do this to keep db value on restart. -->
    <!-- agent 1000 will be in both the sales and support queues -->
    <tier agent="1000@default" queue="sales@default" level="1" position="1"/>
    <tier agent="1000@default" queue="support@default" level="1" position="1"/>
    <!-- agent 1001 will only be in the support queue -->
    <tier agent="1001@default" queue="support@default" level="1" position="1"/>
  </tiers>
 
</configuration>

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Queues can only be configured in the XML configuration. They are only loaded once.

Distribution Strategy

StringDescription
ring-allRings all agents simultaneously.
longest-idle-agentRings the agent who has been idle the longest taking into account tier level.
round-robinRings the agent in position but remember last tried agent.
top-downRings the agent in order position starting from 1 for every member.
agent-with-least-talk-timeRings the agent with least talk time.
agent-with-fewest-callsRings the agent with fewest calls.
sequentially-by-agent-orderRings agents sequentially by tier & order.
randomRings agents in random order.
ring-progressivelyRings agents in the same way as top-down, but keeping the previous members ringing (it basically leads to ring-all in the end).

Time base score

When a caller goes into a queue, we can add to their base score the total number of seconds they have been in the system. This enables the caller to get in front of other callers by the amount of time they have already spent waiting elsewhere.

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Agent Status and States follow:

Agent Status:

StringDescription
Logged OutCannot receive queue calls.
AvailableReady to receive queue calls.
Available (On Demand)State will be set to 'Idle' once the call ends (not automatically set to 'Waiting').
On BreakStill Logged in, but will not receive queue calls.

Agent State:

StringDescription
IdleDoes nothing, no calls are given.
WaitingReady to receive calls.
ReceivingA queue call is currently being offered to the agent.
In a queue callCurrently on a queue call.

Type

Callback

Available

While an agent's State is 'Waiting', calls will be directed to them. Whenever an agent completes one of those calls, their State is set back to 'Waiting'.

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