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Elastix Call Center Module "How to disable Agent Auto Answer?"

I have Elastix Version 2.4 and Call Center Module

The default behavior for the an Agent logged into a queue is: Call from inbound route ---->if an agent is available--->the agent hears a beep and the call is started.

"How to disable Agent Auto Answer?": Can I change this behavior to : Call from inbound route ---->if an agent is available---> ring the agent phone

Solution

  • Yes, for that you need use static or callback agents (not call agent to queue).

    For more info see

    http://asteriskdocs.org/en/3rd_Edition/asterisk-book-html-chunk/ACD_id289508.html

    In agents.conf file and add this paramters:

    ackcall=yes ; this will make the agent accept or refuse the call before the channel is opened
    acceptdtmf=#; the key agent press to accept the call