No matching results Documentation Forum
Asterisk Tutorial 20 - Asterisk Call Distribution

Asterisk Tutorial 20 - Asterisk Call Distribution

Introducing Asterisk Phone Systems – Asterisk Call Distribution

So after last week’s little detour into the world of Contact Centre solutions, here we are with yet another Asterisk tutorial. In today’s session we start taking a look at how to configure Asterisk call distribution within our setup.

As Automatic Call Distribution (ACD) is a complex yet essential topic, we have broken down our tutorials in to a step-by-step guide over a few tutorials. Thus providing a clear overview of the configuration process when setting up your call distribution strategies. Today’s episode concentrates on the basics – how to do it and the drawbacks of using just the basics. We also take a look at some of the more advanced concepts and applications that we will cover later on.

Often referred to as Line Hunting or a Hunt Group, ACD enables you to distribute incoming calls from one number to multiple peers (users) simultaneously. Obviously, this is a handy tool when you want incoming calls to be directed to a team of agents. However, ACD in Asterisk is much more than that. It allows you to configure call strategies which effect how the distribution will be handled. Or more accurately, the order or sequence in which your peers / agents will be call but we will get into more detail later on.

Starting with the bare basics, today’s tutorial demonstrates how to configure your dialplans with a new extension on which all your team personnel can be reached. This solution could well be ideal for a Small Office Home Office (SOHO) scenario. If this is what you are looking for or just starting out, then the steps to follow are outlined in the following.

The first step will be to add an incoming number to dial which will simulate an incoming call to distributed to your call group. We did this under the context incoming, which we configured in an earlier tutorial, as shown below:

[incoming]
    exten => 99123123,1,GptoIfTime(8:00-17:00,mon-fri,*,*,*?phones,100,1)
    exten => 99123123,n,Playback)tt-monkeys)
    exten => 99123123,n,Hangup
    

    exten => 99123124,1,GoSub(timecheck,s,1)
    exten => 99123124,n,Goto(phones,200,1)
    
    exten => 99123300,1,GoSub(timecheck,s,1)
    exten => 99123300,n,Goto(phones,300,1)

Next up, within the phones context (or your preferred context) we need add a new extension and use the Dial command but this time include all the agents you wish to be called with the command arguments as illustrated below:

[phones]
    exten => 300,1,NoOp(Support Team)
    same => n,Dial(SIP/james&SIP/Mathias,120)
    same => n,Hangup

Tip to remember here: don’t forget to include the Hangup Command. Once you have completed these steps, save everything, reload the dialplan and you are ready to get testing. Stay tuned for next week when we start solving some of those downsides to the basic configuration set that we talked about at the end of this tutorial.

pascom hosted PBX - start upgrading your business communications today

Final Word

A well-configured business phone system that oozes useful tools, delivers excellent audio quality and intuitive call flows will leave callers with a highly professional impression. The configuration options and application availability and how well they are utilized will have a decisive impact on how professionally you manage your calls and therefore how your customers view your company. The switch to a pascom VoIP phone system solution provides the opportunity to not only upgrade your internal collaboration but also to redefine telephony in your company.

If you would like more information regarding pascom and our Asterisk based PBX software, please visit our website or give the pascom team a call on +49 991 29691 0 to discuss your requirements and get started within minutes using our free hosted business VoIP phone system edition.

Thousands of companies trust pascom to stay connected

Logo - Amparex pascom Customer reference
Logo - KiKxxL pascom Call Centre Customer reference
Logo - Hotel Weitblick pascom Customer reference
Logo - Wake & Camp pascom Customer reference

seitenwind

Philipp Meixner, CEO
As a communications agency with just under 20 employees, the pascom phone system is perfect for us. The technical concept simply functions, which is what you want. The service is exceptional and always accessible (even if it is rarely needed) and as one of the agency’s business partners, we can only recommend pascom: open, straightforward, pleasant to work with - great. Thank you pascom!

Logo - Amparex pascom Customer reference

AMPAREX

Stephan Förderung, CEO
We chose pascom because their phone systems offer a sleek, easy-to-use UC client and administration UI whilst providing us with all the PBX and UC features, control and visibility that we could need from our business communications solution. As a result of our excellent experience, we are happy to recommend pascom phone systems to all our customers.

Logo - KiKxxL pascom Call Centre Customer reference

KiKxxl

Lars Hoeger, IT Director
When we make decisions regarding new systems, we want to make sure that we have both reins firmly in our hands. Therefore, it is essential to implement systems which adhere to OpenStandards, allowing us to seamlessly connect and integrate these into our existing systems. In addition, we require reliable suppliers, who are ready to customise their solutions to our requirements, which is why we chose pascom who offer exactly this service and more.

Logo - Hotel Weitblick pascom Customer reference

Weitblick

Kassandra Martin, Deputy Director & Reception Manager
We chose pascom as our telephony solution in part due to the scalability, flexibility and ease of deployment. In addition, the pascom platform functions perfectly with our digital guest directories in our rooms whilst offering the largest range of features at easily the most cost effective price compared to alternative solutions. A further deciding factor was the wide choice of compatible hardware that choosing pascom afforded us.

Logo - Wake & Camp pascom Customer reference

Wake & Camp Ruhlsdorf

Markus Gerlitzki, Managing Director
My team and I pride ourselves on the level of excellent care we provide our guests. However, it can be distracting when the phone is always ringing and we constantly answer the same questions. Thanks to the pascom phone system, we have been able to set up an automated attendant self-service hotline which allows guests to quickly get answers and if required callers can be quickly and efficiently routed to an employee. The system greatly improves customer service with around-the-clock answers around opening times and courses and therefore reduces the strain on employees, ensuring we are free to cater to the needs of our on-site guests.


Back to the top