Improved on agent-add, agent-del plus logging with queue_log

FreePBX Development
1

I posted this information in the TRAC first which I probably should have posted here first.

My objective was to make a simpler solution for Queue management. Since it is now only a single macro it can be assigned a function key on a phone and allow simple removal and addition of members to the queue.

Please share your concerns and recommendations.

http://freepbx.org/trac/ticket/1949

I would like to have this reviewed and critiqued.

Queue Log Function

QueueLog?(queuename,uniqueid,agent,event,params):

Allows you to write your own events into the queue log

[list]QueueLog?(101,${UNIQUEID},${AGENT},WENTONBREAK,600)[/list:u]
http://bugs.digium.com/view.php?id=7368

Dynamic Members Extension

Add the following line to enable the agent-manage macro for a queue into your extensions configuration file.

[list]exten => 1234*,1,Macro(agent-manage,1234,)[/list:u]
Dynamic Members Macros

Add the appropriate macro for your needs and version of asterisk into your macros configuration file.

Dynamically Manage Agents/Members and log Time-In-Queue (Asterisk 1.4)

Adds or removes a dynamic member to the queue and logs the time in queue in seconds to /var/log/asterisk/queue_log.

[code:1]
; Adds or removes a dynamic agent/member for a queue and logs Time-In-Queue
; arg1 = queue number, arg2 = number
[macro-agent-manage]
exten => s,1,Wait(1)
exten => s,2,Macro(user-callerid)
exten => s,3,Set(CALLBACKNUM=${CALLERID(number)})
exten => s,4,GotoIf($["${CALLBACKNUM}" = “”]?116)) ; if no number, jump to fail.
exten => s,5,AddQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n||j) ; using chan_local allows us to have agents over trunks
exten => s,6,QueueLog(${UNIQUEID},${ARG1},${CALLBACKNUM},AGENTLOGIN,0)
exten => s,7,Set(DB(agentlogin/q_${ARG1}a${CALLBACKNUM})=${EPOCH})
exten => s,8,UserEvent(Agentlogin|Agent: ${CALLBACKNUM})
exten => s,9,Wait(1)
exten => s,10,Playback(agent-loginok)
exten => s,11,Hangup()
exten => s,106,RemoveQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n)
exten => s,107,UserEvent(RefreshQueue)
exten => s,108,Set(ORGEPOCH=${DB(agentlogin/q_${ARG1}a${CALLBACKNUM})})
exten => s,109,Set(LGNT=$[${EPOCH} - ${ORGEPOCH}])
exten => s,110,GotoIf($["${LGNT}" = “0”]?116:111)
exten => s,111,QueueLog(${UNIQUEID},${ARG1},${CALLBACKNUM},AGENTLOGOFF,${LGNT})
exten => s,112,DBdel(agentlogin/q_${ARG1}a${CALLBACKNUM})
exten => s,113,Wait(1)
exten => s,114,Playback(agent-loggedoff)
exten => s,115,Hangup()
exten => s,116,Playback(sorry-cant-let-you-do-that) ; Catch error and give simple notification.
exten => s,117,Hangup()
[/code:1]

Dynamically Manage Agents/Members and log Time-In-Queue (Asterisk 1.2)

Adds or removes a dynamic member to the queue and logs the time in queue in seconds to /var/log/asterisk/queue_log.

[code:1]
; Adds or removes a dynamic agent/member for a queue and logs Time-In-Queue
; arg1 = queue number, arg2 = number
[macro-agent-manage]
exten => s,1,Wait(1)
exten => s,2,Macro(user-callerid)
exten => s,3,Set(CALLBACKNUM=${CALLERID(number)})
exten => s,4,GotoIf($["${CALLBACKNUM}" = “”]?116)) ; if no number, jump to fail.
exten => s,5,AddQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n) ; using chan_local allows us to have agents over trunks
exten => s,6,QueueLog(${UNIQUEID},${ARG1},${CALLBACKNUM},AGENTLOGIN,0)
exten => s,7,Set(DB(agentlogin/q_${ARG1}a${CALLBACKNUM})=${EPOCH})
exten => s,8,UserEvent(Agentlogin|Agent: ${CALLBACKNUM})
exten => s,9,Wait(1)
exten => s,10,Playback(agent-loginok)
exten => s,11,Hangup()
exten => s,106,RemoveQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n)
exten => s,107,UserEvent(RefreshQueue)
exten => s,108,Set(ORGEPOCH=${DB(agentlogin/q_${ARG1}a${CALLBACKNUM})})
exten => s,109,Set(LGNT=$[${EPOCH} - ${ORGEPOCH}])
exten => s,110,GotoIf($["${LGNT}" = “0”]?116:111)
exten => s,111,QueueLog(${UNIQUEID},${ARG1},${CALLBACKNUM},AGENTLOGOFF,${LGNT})
exten => s,112,DBdel(agentlogin/q_${ARG1}a${CALLBACKNUM})
exten => s,113,Wait(1)
exten => s,114,Playback(agent-loggedoff)
exten => s,115,Hangup()
exten => s,116,Playback(sorry-cant-let-you-do-that) ; Catch error and give simple notification.
exten => s,117,Hangup()
[/code:1]

Dynamically Manage Agents/Members (Asterisk 1.4)

Adds or removes a dynamic member to the queue.

[code:1]
; Adds or removes a dynamic agent/member for a queue
; arg1 = queue number, arg2 = number
[macro-agent-manage]
exten => s,1,Wait(1)
exten => s,2,Macro(user-callerid)
exten => s,3,Set(CALLBACKNUM=${CALLERID(number)})
exten => s,4,GotoIf($["${CALLBACKNUM}" = “”]?111)) ; if no number, jump to fail.
exten => s,5,AddQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n||j) ; using chan_local allows us to have agents over trunks
exten => s,6,UserEvent(Agentlogin|Agent: ${CALLBACKNUM})
exten => s,7,Wait(1)
exten => s,8,Playback(agent-loginok)
exten => s,9,Hangup()
exten => s,106,RemoveQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n)
exten => s,107,UserEvent(RefreshQueue)
exten => s,108,Wait(1)
exten => s,109,Playback(agent-loggedoff)
exten => s,110,Hangup()
exten => s,111,Playback(sorry-cant-let-you-do-that) ; Catch error and give simple notification.
exten => s,112,Hangup()
[/code:1]
Dynamically Manage Agents/Members (Asterisk 1.2)

Adds or removes a dynamic member to the queue.

[code:1]
; Adds or removes a dynamic agent/member for a queue
; arg1 = queue number, arg2 = number
[macro-agent-manage]
exten => s,1,Wait(1)
exten => s,2,Macro(user-callerid)
exten => s,3,Set(CALLBACKNUM=${CALLERID(number)})
exten => s,4,GotoIf($["${CALLBACKNUM}" = “”]?111)) ; if no number, jump to fail.
exten => s,5,AddQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n) ; using chan_local allows us to have agents over trunks
exten => s,6,UserEvent(Agentlogin|Agent: ${CALLBACKNUM})
exten => s,7,Wait(1)
exten => s,8,Playback(agent-loginok)
exten => s,9,Hangup()
exten => s,106,RemoveQueueMember(${ARG1}|Local/${CALLBACKNUM}@from-internal/n)
exten => s,107,UserEvent(RefreshQueue)
exten => s,108,Wait(1)
exten => s,109,Playback(agent-loggedoff)
exten => s,110,Hangup()
exten => s,111,Playback(sorry-cant-let-you-do-that) ; Catch error and give simple notification.
exten => s,112,Hangup()
[/code:1]
FreePBX

The above macros are based on macros from the FreePBX front-end to Asterisk. If you choose to implement any of the above macros and are using FreePBX I recommend doing some additional cleanup.

  • Remove all references to agent-add and agent-del in extensions_additional.conf as agent-manage will now facilitate this.

[code:1]
exten => 1234*,1,Macro(agent-add,1234,)
exten => 1234**,1,Macro(agent-del,1234,1234)
[/code:1]

  • Remove agent-add and agent-del from extension.conf as agent-manage will now facilitate this.

    [macro-agent-add] [macro-agent-del]

Fixed 116 to 111

2

I have that in the macro for 1.2 because there is a patch available.

But you are correct the macro with the logging will most likely be to customized for a freepbx distribution. What it actually logs though is Time in Queue and this is not currently recorded by 1.2 or 1.4.

3

also - unless I am mistaken, Queuelog() is not a 1.2 feature (I just checked on a 1.2.18 system and it is not present.) With few exceptions we avoid the use of anything that requires a patch. And … I thought the Agent login/logoff’s were already logged to the queue log.

4

I’ll have to take a closer look but as mentioned in the ticket, what about when there is no callerid available?

5

If there is no caller id available it will fail to this line of code

exten => s,116,Playback(sorry-cant-let-you-do-that) ; Catch error and give simple notification.

I would assume we could insert the old code from add-agent here instead.

Which I just realized there is an error on the macros without logging the gotoif needs to be changed to 111 rather than 116

P.S thanks for coping over my content.