So, I'm still waiting for an explenation how dows a call find itself on the
VQ ?
Nir S
Jan Willamowius wrote:
For those listening in: ACD stands for "Automatic Call Distribution". It's a standard abreviation from the world of "plain old telephony". ;-)
Nir Simionovich wrote:
According to what you said: " It looks if the first destination
field in an ACF
message from an ednpoint matches a queue name set by VirtualQueue=..."
Well, how does the queue name get into the ACF message. Suppose that
the ACF
comes from a remote endpoint, do I need to ask him to configure something special
on his side?
That's correct: You publish a different address to call.
Example: You want to setup a hotline and the calls will be handled by "frank", "alice" or "jeff" whoever is available or may be all of them at times of high demand.
You tell you customers: Call "hotline" when you have a problem. You set up VirtualQueue=hotline in the gatekeeper config. In the ACD config you set up who will handle wich call (frank, alice and jeff). When your customers call "hotline" the ACD will check who is available and route the call to that alias.
Or, if I understand correctly, the content of that field is
controlled from the
origination side, and is unique per each endpoint, same as the information that
appears in the CDR's under SrcInfo. Which means that I would need to
create virtual queues for each endpoint? Hmmm.... that doesn't make
much sense.
See above: The endpoints handling the calls stay the same, none becomes a virtual queue.
Some people call a virtual queue a "service entry point": It's just a and entry point people will call to get a certain service. The ACD will find the endpoint providing the service. If that confuses more than it helps, stick to the example above.
- Jan
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