Introduction

Askozia with the Call Flow Editor (CFE) offers an ACD solution as an alternative to the SipX/openUC integrated ACD solutions.

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This scenario describes basic configuration of call queues, static agents and dynamic agents including scripts to show the status of acd agents on Polycom phones. It is not intended to be a complete guide. But it should be enough to lead you on the right track.

Architecture

The following illustration shows how Askozia is connect to the SipX PBX and which ways a call to a queue is taking.

Installation

The configuration steps expect that you have a running Askozia box with the call flow editor that is reachable by its IP address or domain. The installation is pretty simple:

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It also expects that you have a Patton Smartnode Gateway (for other SBCs you have to adapt the configuration steps).

Configuration

SBC configuration

We will start with the configuration of the SBC because it is a transparent gateway between SipX and Askozia and normaly does not have to be touched again. It will simply route all calls from SipX to Askozia and from Askozia to SipX.It uses two SIP interfaces. One for SIP communication with SipX. The other with SIP communication with Askozia. This examples uses port 5080 to communicate with SipX and 5090 to communicate with Askozia.

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interface sip IF_ASKOZIA
    bind context sip-gateway GW_ASKOZIA
    route call dest-interface IF_YOURCOMPANY_SBC
    remote askoziaIP 5060
    early-disconnect
    address-translation outgoing-call from-header user-part call host-part fix gateWayIP 5090
    address-translation outgoing-call to-header user-part call host-part fix askoziaIP 5060
    use profile voip ACD-SBC

Askozia Configuration

We have to configure four things:

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• In each application you have to replace the agent extension and Callflow Queue ID in RemoveQueueMember and AddQueueMember
• The callflow queue id is like the providerContext in the extensions.conf. Press ESC in the web-ui, at console type "cat /etc/asterisk/extensions.conf", Search for the Name of your Callflow and take the identifier of the queue from the next line with QueueLog under the Callflow identifier

SipX Configuration

• Create an unmanaged Gateway with configured to the IP of your SBC an the port you choose for Sip communication between SipX and SBC (e.g. 5080).
• Add a custom dial rule and configure all numbers you want to route to your ACD system under dialed number. Select your SBC as the gateway.
• If you have dynamic agents you may want to put the login/logout extensions on a speed-dial key of your phone.

Advanced Configuration

Lets say there is an ACD agent (extension 130) that is not statically configured for a queue. When he starts working, he is logging in using a speeddial and when he stops working he is logging of again.  The agent is using a Polycom phone and you want to show if he is logged in on the screen of the phone. For this function you need an http server with php around. You may also install php on your SipX system and use that one.

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