System information

The agents.conf File
If you’ve browsed through the samples in the ~/src/asterisk-complete/1.8/configs/ di-
rectory, you may have noticed the agents.conf file. It may seem tempting, and it has its
places, but overall the best way to implement queues is through the use of SIP channels.
There are two reasons for this. The first is that SIP channels are the only type that
provide true device state information. The other reason is that agents are always logged
in when using the agent channel, and if you’re using remote agents, the bandwidth
requirements may be greater than you wish. However, in busy call centers it may be
desirable to force agents to answer calls immediately rather than having them press the
answer button on the phone.
The agents.conf file is use to define agents for queues using the agents channel. This
channel is similar in nature to the other channel types in Asterisk (local, SIP, IAX2,
etc.), but it is more of a pseudo-channel in that it is used to connect callers to agents
who have logged into the system using other types of transport channel. For example,
suppose we use our SIP-enabled phone to log in to Asterisk using the AgentLogin()
dialplan application. Once we’re logged in, the channel remains online the entire time
it is available (logged on), and calls are then passed to it through the agent channel.
Let’s take a look at the various options available to us in the agents.conf file to get a
better idea of what it provides us. Table 13-3 shows the single option available in the
[general] section of agents.conf. Table 13-4 shows the available options under the
[agents] header.
Table 13-3. Options available under the [general] header in agents.conf
Options Available values Description
multiplelogin yes, no If set to yes, a single line on a device can log in as multiple agents. Defaults to yes.
Table 13-4. Options available under the [agents] header in agents.conf
Options Available values Description
maxloginretries Integer value Specifies the maximum number of tries an agent has to log in before the
system considers it a failed attempt and ends the call. Defaults to 3.
autologoff Value in seconds Specifies the number of seconds for which an agent’s device should ring
before the agent is automatically logged off.
autologoffunavail yes, no If set to yes, the agent is automatically logged off when the device being
called returns a status of CHANUNAVAIL.
ackcall yes, no If set to yes, the agent must enter a single DTMF digit to accept the call.
To be used in conjunction with acceptdtmf. Defaults to no.
acceptdtmf Single DTMF
character
Used in conjunction with ackcall, this option defines the DTMF char-
acter to be used to accept a call. Defaults to #.
endcall yes, no If set to yes, allows an agent to end a call with a single DTMF digit. To
be used in conjunction with enddtmf. Defaults to yes.
The agents.conf File | 281