freePBX Setup for a Small Call Center

I am a newbie on Trixbox/Asterisk/freePBX. I have successfully installed Trixbox with FXO card such that incoming and outgoing calls work reasonably well. But setting up freePBX for my purpose still remains as a challenge. If anyone can teach me or point out a documentation to resolve the following (typical call center) senario, I’d greatly appreciate it.


We’re an on-line retail company, and have a small call center in our office.
Total of dozen extensions are in place with 5 PSTN lines (with FXO cards) and 2 SIP lines available.
Out of dozen extensions, 5 extensions belong to customer care team.
Unless outside callers dials a specific extention, we would like all calls to be forwarded to 5 customer care extensions (under “Sales” ring group).

Now, when a call is fowarded to the 5 customer care extensions,

  1. I want all un-engaged extensions to ring.
    2a. If un-engaged extensions do not answer in, say 5 rings or so, then I’d like to place the call on music-hold (after mentioning something like “next available agent will be right with you”)
    2b. If all 5 extensions are engaged, then I’d like to place the call on music-hold as well (after mentioning something like “next available agent will be right with you”).
    3a. When any one of the previously un-engaged extensions (did not answer the call for restroom visit or something) is ready to answer, the agent can pick up the held call.
    3b. When any one of the previously engaged extensions becomes available, system rings the extension so that the agent can accept the call.

Note, please assume that all customer care calls should be DND by default.

Thanks for your help in advance.

you can route the calls to an ivr giving them the option to dial an extension or an option for sales (the call center) and on timeout send them to the callcenter. The callcenter is simply a queue configured how you are describing.