The Waiting Queue PBX object is used to put calls sent to this object into a queue. While the call is in the queue, it may either remain in alerting state or it be connected with an announcement played. Two announcements can be configured played one after the other, the second is repeated. Calls which are in the queue can be sent to groups of operators configured for the queue. Calls are strictly sent in a first in first out manner to operators. The next call is sent only after the previous call is connected. Destinations can be configured, which can be dialed using DTMF while a call is in the queue and connected.
The Waiting Queue PBX object does not support DTMF tone detection. Only 'telehpone-event' (RFC-2833) or DTMF signaling (H.245 User Input Indication / SIP INFO(dtmf-relay)) are supported.
The Long Name, Name Number and Node configuration parameters have the same meaning as for any other object.
Hardware ID, PBX, Send Number, Password, Filter, Diversion Filter and Group Indications are used only for endpoints registered directly to the Waiting Queue object. This maybe useful to set diversions for the Waiting Queue object and such endpoints can be used to make calls and are treated as operators of the Waiting Queue.
The timeout used for call forward no response. See Diversions.
Busy On ... Calls
This configuration parameter can be used to limit the calls in the queue. Calls connceted to a operator do not count in this respect anymore.
For announcements the URL and/or Extern Name/no have to be configured. If no Extern Name/no is configured the local HTTP interface is used to retrieve the announcements. The URL has the following format:
|addr||The IP address of the web server. A DNS name cannot be used here.|
|filename.$coder||The filename of the announcement files including any path. $coder will be replaced by the actual coder used.|
|coder-list||A comma seperated list of all available coder. For each coder in the list the respective announcement file must be available on the server. The available coders are g729,g711a, g711u,g723.|
|repeat=true||If this is present the announcement will be repeated. If this is used for the 1st Announcement the 2nd Announcement will never be played.|
|random=true||If this is present, the announcement will be started at a random offset, so each caller will hear it from a different point in time. This works with non-local URLs only though.|
If no URL is configured the local HTTP interface plays the built-in music on hold by default.
If an Extern Name/No is configured then no local HTTP interface is used, but a call is sent to the configured Name/No. The URL is sent with this call as user-user-info, so that a remote HTTP interface can use it the same way as the local HTTP interface. As destination of the call any voip endpoint can be used.
1st announcement is played once when the call is connected. When 1st announcement is complete, the 2nd announcement is played repeatedly. If there is no 2nd announcement, the caller will be disconnected when the 1st announcement has completed.
There are 2 pseudo URLs available, TONE and MOH. Such URLs will be interpreted locally and connect to the systems tone and music-on-hold interface, respectively.
as URL will produce a constant tone (often recogonized as a dial-tone). You can add a ?tone=ringback which will give you a tone sequence with 1 second tone and 4 seconds silence (this is often recognized as a ring-back tone).
will produce the built-in music-on-hold. Please note that both TONE and MOH never end, so repeat=true is not required and disc=true will have no effect.
This configuration parameter allows to limit the number of current calls depending on the number of operator registrations in the primary group. Only the configured percentage of operator registrations are accepted as calls. Calls currently connected to operators do count in this context. For example if 2 operators are registered and the value is set to 150%, the 4th call received will get a busy. Note that only operators in the primary group count for this, this means if there is no primary group configured all calls are rejected with busy if any value is entered here.
The timeout (in seconds) after which the Waiting Queue connects incoming calls. If no timeout is configured the Waiting Queue will never connect. If a timeout of 0 is configured the Waiting Queue connects right away.
Round Robin Timeout
If a round robin timeout is configured the call is not sent to all members of the primary group at the same time, but it starts with one only. After the timeout the second is added, then the third and so on. The operator used for the first call changes in a round robin mannor.
The call is sent to this group first, either to all members at the same time, or in a round robin mannor. After the configured Primary group Timeout expires the call is sent to all operators. Operators are all members of groups in which the Waiting Queue object itself is active member. The operators do not need to be active members of these groups.
Operator connect for SOAP
On the SOAP/TAPI interface a call to a waiting queue is normally indicated as connected as soon it is connected signalingwise, this means it is indicated as connected if an announcement is played. This behaviour can be changed so that it is indicated connected only after an operator has accepted the call by setting this checkmark.
Call busy Operators
Normally an operator who is already engaged in a Waiting Object call is not called again. If this checkmark is set, calls are delivered to these (busy) operators as well.
A list of DTMF destinations can be configured. Any DTMF digits dialed after the call is connected to an announcement is matched to this list. If a match is found the call is sent to Dest. No/Dest. Name. If no Dest. No/Dest. Name is configured more DTMF digits may be dialed for the final destination. If the destination of the call is not an endpoint, but a gateway (Trunk object, Gateway object), the call is sent only after a timeout of 4s after the last digit is dialed.
A '.' entered as DTMF destination means that any DTMF is treated as dialing information to another endpoint.
Call Forwarding can be used with the Waiting Queue object and can be set/reset by endpoints registerd to the Waiting Queue object itself.
|CFU||Executed as usual|
|CFB||Executed if the Busy on ... calls condition or the Max Call/Operator(%) condition applies.|
|CFNR||Executed if the CFNR timeout expires and no operator has accepted the call, even if the call is connected to an announcement.|