Remote Agents

General Help
8

[quote=“Fabian11”]
Remote Agents implementation for a Queue.
I couldn’t find any detailed information about this.
Do I have to manually enter all the agents into the agents.conf file?
Is there a way to enter this information via TrixBox?
If this is the correct syntax to define an agent
How do I define a Remote Agent? (like a cell phone)
I hope someone can help me out…

Thanks,
Fabian[/quote]

Hi Fabian,

If I understand your question right, we recently had the same problem and had a consultant that came up with a solution which works quite good.

Goal:

  • To be able to use cell phones or other external numbers as normal extensions (external agents)

  • The external agents should be able to login/logout to a queue (or several queues)

Solution:

External Agents

  • Use the FreePBX GUI
  • Install the module “Follow Me”
  • Configure a normal SIP extension
  • Add a “Follow Me” extension to the extension
  • At the “Follow Me”, “extension list” set the external number to be called
    • Be sure to use the syntax “#” in the field “extension list”.
    • In our case we use 9 for the outgoing trunk, so it would look something like “908123456#” (08 is the area code for Stockholm, 123456 is the phonenumber).

Queue Login/Logout

  • Create a queue with the name “SupportQueue” (for example).
  • Go to Misc Destinations
  • Add a destination and name it something like “SupportQueue-Login”
    • Use the syntax “*”
  • Add a destination and name it something like “SupportQueue-Logout”
    • Use the syntax “**”

Theese are the normal commands for logging in and out from a queue, but as it can’t be done the normal way from an external phone, this is one way of solving the problem.

  • Now, create an IVR with two options which calls the Misc Destinations respectively for login and logout. The user will be prompted with the normal “Agent Login” prompt and asked to type in their extension number.

Now you can route calls to external phones that are able to login and logout from queues as well.

As far as we have tested this solution it has worked really good!

Best Regards
Marcus Svenningsson
Octasense, Sweden