Call management applications
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What’s about
This group of boxes - answer, hangup, internal dial, external dial, queue, queue group, voicemail, callback - can be used to manage the beginning and the end of a call from a Telephony point of view.
For additional information please refer to the Asterisk Applications Guide
Answer
This box picks up the call and opens the voice channel as well
Label: here you can type a short description of the box
Timeout: here you can 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 box provides just one arrow out to the next step
Hangup
This box hangs up the call to the customer on the remote party
Label: here you can type a brief description of the box
Exit Arrows
This box has no exit arrow
Internal Dial
This box performs the standard Asterisk Dial command towards an internal phone
Label: here you can type a brief box description
SIP: the agent that you want to call (i.e. john.doe (998))
Timeout: the maximum dial time in seconds (default is 60 s).
Options: here you can type the asterisk dial options parameter (it is optional).
URL: this parameter will also be sent to the called party upon successful connection (it is optional)
Exit Arrows
This box provides just one arrow out to the next step
External Dial
This box performs the standard Asterisk Dial command towards an external phone
Label: here you can type a brief box description
Phone: the number that you want to call (i.e. 012345678)
Trunk: the trunk that you want to use for the call
Timeout: 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’s wiki.
URL: this parameter will also be sent to the called party upon successful connection (optional)
Queue
This box 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 box description
Queue name: name of the Asterisk pre-defined queue
Options: queue command options. It may contain zero or more of the following characters:
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).
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.
URL: external URL (when supported)
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 box provides just one arrow out to the next step
Queue Group
available from VERSION 3.39.0
This box allows the opportunity to insert a queue group inside the project
You can:
write the label for voice queue group
choose the queue group among the created ones from the dropdown menu
assign a global priority
insert optional command options
select music on hold
define timeout in seconds a call will wait in the queue group before it is routed to the next block in the dialplan
Voicemail
This box performs the standard Asterisk Voicemail command** to route your call flow to a pre-defined Asterisk voicemail box and context.
Label: here you can type a brief box 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’s wiki.
Exit Arrows
This box provides just one arrow out to the next step
Callback
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 to call the contact at the scheduled time.
Important
A callback scenario is something in which your customers waiting in queue can optionally be diverted to a callback capability. Such capability invites the customer to leave the queue, thus the call centre will call him/her back in a lighter traffic period. This feature is mostly used with a queue campaign and it works only if you have the Motion Dialer license
TIP
Let’s suppose that Queue campaign time interval is from 8:00-18:00 and Callback Delay is 30 min. If a customer calls in at 17:40 and decides to be called back, the contact will be scheduled for 18:10. Keep in mind that this is out of the campaign time interval hence Motion Bull will call the contact in the next valid time interval and when there is at least one available agents.
Label: here you can type a brief description of the box
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: 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 box has one exit arrow