This file allows you to create and manage agents for your
call center. If you are using the Queue() application, you may want to configure
agents for the queue. The agents.conf file is used to
configure the AGENT channel driver.
The [general] section in
agents.conf currently contains only two parameters.
The persistentagents parameter tells Asterisk
whether or not to save the status of agents who use the callback feature
of queues in the local Asterisk database. If set to yes, a logged-in remote agent will then remain
logged in across a reboot (unless removed from the database through some
other means). The multiplelogin
parameter tells Asterisk whether or not multiple agents can log in from
the same extension.
The following parameters, which are specified in the [agents] section, are used to define agents and
the way the system interacts with them. The settings apply to all agents,
unless otherwise specified in the individual agent definitions:
maxlogintries
The maximum number of times an agent may attempt to log in. Defaults to 3.
autologoff
Accepts an argument (in seconds) defining how long an agent channel should ring for before the agent is deemed unavailable and logged off.
autologoffunavail
Define autologoffunavail to have agents
automatically logged out when the Dial() application returns a CHANUNAVAIL status while trying to dial
that agent. Default is “no”.
ackcall
Accepts the arguments yes
and no. If set to yes, requires a callback agent to
acknowledge log in by pressing the # key after logging in. This works in
conjunction with the AgentCallbackLogin() application.
endcall
If set to yes, allows an
agent to hang up a call by pressing the * key. Defaults to yes.
Set this to no to have Asterisk
do nothing when the agent presses the * key.
wrapuptime
You can configure this parameter to allow agents a few seconds of downtime after completing a call before the queue presents them with another call. This setting is measured in milliseconds.
musiconhold
=>
class
Accepts a music-on-hold class as its argument. This setting applies to all agents.
agentgoodbye
Defines the default goodbye sound for agents.
updatecdr
Accepts the arguments yes
and no. Used to define whether
the source channel in the CDRs should be set to
agent/agent_id to determine which agent generated
the calls.
group
Defines the groups to which an agent belongs, specified with integers. Specify that an agent belongs to multiple groups by separating the integers with commas.
recordagentcalls
Accepts the arguments yes
and no. Defines whether or not
agent calls should be recorded.
recordformat
Defines the format to record files in. The argument specified
should be wav, gsm, or wav49. The default recording format is
wav.
urlprefix
Accepts a string as its argument. The string can be formed as a URL and is appended to the start of the text to be added to the name of the recording.
savecallsin
Accepts a filesystem path as its argument. Allows you to override the default path of /var/spool/asterisk/monitor/ with one of your choosing.
custom_beep
Accepts a filename as its argument. Can be used to define a custom notification tone to signal to an always-connected agent that there is an incoming call.
The final parameter is used to define agents. Just like in the
zapata.conf file, configuration parameters are
inherited from above the agent =>
definition. Agents are defined with the following format:
agent =>agent_id,agent_password,name
For example, we can define agent Happy Tempura with the agent ID 1000 and password 1234, as follows.
agent => 1000,1234,Happy Tempura
Be aware that an agents.conf file is a complement to the queue configuration process. The most critical configuration file for your queues is queues.conf. You can configure a very basic queue without agents.conf.