Author Topic: HotDesking in FreePBX 2.11 Extensions mode  (Read 856 times)

eduararley

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HotDesking in FreePBX 2.11 Extensions mode
« on: February 18, 2016, 22:56:28 »
Hello everyone.

We're trying to deploy a call center with dynamic agents. This is, an extension could be used by several agents, maybe someone works in the morning, and some other works using same device in the afternoon.

WE're using PBX In a Flash 3
Asterisk 11.16.0
FreePBX 2.11
QueueMetrics 15.10.3

We've done following setup:

We've used extensions_queuemetrics_freepbx2.11.conf file included in mysql_utils/extensions_examples folder, unmodified.

In QueueMetrics:

Code: [Select]
default.hotdesking=86400
default.rewriteLocalChannels=true

We use QueueMetrics web interface to login, pause, unpause and logout agent 216 on queue 807, using SIP extension 1006. That extension is a softphone. Incoming call to queue works OK, and agent logins and logouts correctly from queue.

This is what Asterisk reports when agent is logged in:

Code: [Select]
*CLI> queue show 807
807 has 0 calls (max unlimited) in 'ringall' strategy (9s holdtime, 19s talktime), W:0, C:4, A:1, SL:100.0% within 60s
   Members:
      Extension 1006 (Local/1006@from-queue/n from hint:1006@ext-local) (ringinuse enabled) (dynamic) (Not in use) has taken no calls yet
   No Callers

This is what we get in queue_log in our full test:

Code: [Select]
1455831494|1455831493.147|NONE|Agent/216|HOTDESK|Agent/1006||
1455831494|1455831493.147|807|Local/1006@from-queue/n|ADDMEMBER|
1455831553|1455831553.149|807|NONE|DID|
1455831553|1455831553.149|807|NONE|ENTERQUEUE|||1
1455831562|1455831553.149|807|Extension 1006|CONNECT|9|1455831553.151|9
1455831593|1455831553.149|807|Extension 1006|COMPLETEAGENT|9|31|1
1455831606|NONE|NONE|Local/1006@from-queue/n|PAUSEALL|
1455831606|NONE|807|Extension 1006|PAUSE|
1455831606|1455831605.155|NONE|Agent/216|PAUSEREASON|11
1455831626|NONE|NONE|Local/1006@from-queue/n|UNPAUSEALL|
1455831626|NONE|807|Extension 1006|UNPAUSE|
1455831651|1455831651.159|807|Local/1006@from-queue/n|REMOVEMEMBER|

Note that the string "Extension 1006" is taken from FreePBX field "Display Name":



However, as Extension 1006 is here, calls are not tied to Agent 216 in QueueMetrics:



Sure, if I put in QM, in Asterisk Aliases for Agent 216, the string "Extension 1006", it works as expected. However, that's not the desired behavior, because not always this extension will be used by this agent. Maybe tomorrow another agent will use this extension.

How can we accomplish this as needed? I wonder if we should use "Devices and Users" in FreePBX, or if there're some way to make this work with Extensions mode.