Call management applications
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What’s about
The Call management blocks can be used to set the actions and steps of the IVR project from a Telephony perspective.
For additional information please refer to the Asterisk Applications Guide
Answer
This block picks up the call and opens the voice channel as well.
Label: here you can type a short description
Timeout: set a timeout in seconds the customer will wait before the system picks up the call. During that period the customer will hear to the “Music On Hold” if it is configured on your server.
Exit Arrows
This block provides just one arrow out to the next step
Hangup
This block hangs up the call to the customer on the remote party.
Label: here you can type a brief description of the block
Exit Arrows
This block has no exit arrow
Internal Dial
This block performs the standard Asterisk Dial command towards an internal phone.
Label: here you can type a brief block description
SIP: select the agent that you would like to call
Timeout: set the maximum dial time in seconds (default is 60 s).
Options: here you can type the Asterisk dial options parameter (optional).
URL: this parameter will also be sent to the called party upon successful connection (optional)
Exit Arrows
This block provides just one arrow out to the next step
External Dial
This block performs the standard Asterisk Dial command towards an external phone.
Label: here you can type a brief block description
Phone: type the number that you would like to call
Trunk: select the trunk from the dropdown list
Timeout: set the maximum dial time in seconds (default is 60 s).
Options: here you can type the Asterisk dial options parameter (optional). Refer to the Asterisk wiki.
URL: this parameter will also be sent to the called party upon successful connection (optional)
Queue
This block performs the standard Asterisk Queue command to manage calls to a Queue (especially useful for ACD or Asterisk call center applications).
Label: here you can type a brief block description
Queue: select the queue from the dropdown list
Options: queue command options. See below some examples:
d: data-quality (modem) call (minimum delay)
h: it allows the callee to hang up by pressing *
H: it allows the caller to hang up by pressing *
n: no retries on the timeout: it exits this application and goes to the next step
r: ringing instead of playing MOH
R: stops moh and rings once an agent is ringing (Asterisk Trunk)
t: it allows the called user to transfer the calling user
T: it allows the calling user to transfer the call.
w: it allows the called user to write the conversation to disk via Monitor
W: it allows the calling user to write the conversation to disk via Monitor
c: continuing in the dialplan if the callee hangs up (Asterisk 1.6.0 and above)
i: it ignores the call forward requests from queue members and do nothing when they are requested (Asterisk 1.6.0 and above)
k: it allows the called party to enable parking of the call by sending the DTMF sequence defined for call parking in features.conf (Asterisk 1.6.0 and above)
K: it allows the calling party to enable parking of the call by sending the DTMF sequence defined for call parking in features.conf (Asterisk 1.6.0 and above).
x: it allows the called user to write the conversation to disk via MixMonitor (Asterisk 1.6.0 and above).
X: it allows the calling user to write the conversation to disk via MixMonitor (Asterisk 1.6.0 and above).
URL: external URL (when supported)
Audio: you can select the audio file from the dropdown list
Timeout: time in seconds a call will wait in the queue before it is routed to the next priority in the dialplan; it is mandatory to insert a value.
AGI: AGI script invoked when a queue member answers the call
Macro: run a macro on the called party's channel (the queue member) once the parties are connected
Gosub: run a gosub on the called party's channel (the queue member) once the parties are connected
Position: attempt to enter the caller into the queue at the numerical position specified (e.g.: 1 would attempt to enter the caller at the head of the queue, 3 would attempt to place the caller third in the queue, and so on)
Exit Arrows
This block provides just one arrow out to the next step
Queue Group
status:available from VERSION 3.39.0
This block provides the possibility to add a queue group to the project.
Label: here you can type a brief description
Queue Group: here you can select the queue group of interest from the dropdown list
Priority: define a global priority
Options: insert optional command options
Music on hold: select the audio file from the dropdown list
Timeout: time in seconds a call will wait in the queue group before it is routed to the next block in the dialplan
Exit Arrows
This block provides just one arrow out to the next step
Voicemail
This block performs the standard Asterisk Voicemail command to route your call flow to a Voicemail and its context.
Label: here you can type a brief block description
Mailbox: here you can set the voicemail box (mailbox@context) you want to route the call to. You can specify the mailbox you have previously configured in the Voicemail section.
Options: Voicemail command options. Refer to the Asterisk wiki
Exit Arrows
This block provides just one arrow out to the next step
Callback
A callback scenario allows customers waiting in a queue to opt for a callback option. This feature enables customers to leave the queue, and the call center will reach out to them during a period of lower traffic.
Label: here you can type a brief description of the block
Name: Caller name. Default: {CALLERID(name)}
Last Name: Caller last name
Phone: the phone number of the customer that you want to call back. Default: {CALLERID(num)}.
List: selecth the contact manager list where the contact will be added.
Delay [min]: time in minutes from NOW (current time) to schedule a contact. Here you can insert a value that defines when the customer will be called.
Priority: add a contact with a specific priority.
Exit Arrows
This block has one exit arrow
Important
The callback block will add the contact in the selected contact manager list. Please remember to associate the list to a queue campaign for Motion Bull outbound dialer to call the contact at the scheduled time.
TIP
Suppose the Queue campaign time interval is from 8:00 AM to 6:00 PM, and the Callback Delay is set to 30 minutes. If a customer calls at 5:40 PM and opts for a callback, the contact will be scheduled for 6:10 PM. Since this time is outside the campaign's operating hours, Motion Bull will schedule the callback for the next valid time interval, ensuring that an agent is available to take the call.