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Interactive voice response (IVR)

ivr asterisk

agents.conf

ACD (Agent Channel Driver) distributes incoming calls to the agents of a Queue. Agents are configured in the queues.conf file.
Rename the agents.conf file (Location: /etc/asterisk/agents.conf) to agents_old.conf for example. Create a new agents.conf empty file and insert the following lines into the file:
[general]
persistentagents=yes

[agents]
agent => 101,101,Phone1

queues.conf

Rename the queues.conf file (Location: /etc/asterisk/queues.conf) to queues_old.conf for example. Create a new queues.conf empty file and insert the following lines into the file:
[general]
persistentmembers = yes

[support]
joinempty = yes

member => Agent/101

Download

Download the addtional asterisk sound files. Untar it and copy all files in the “/var/lib/asterisk/sounds/” directory.
cd /var/lib/asterisk/sounds/
wget "http://asteriskvoipsystem.org/downloads/asterisk-sounds-en-gsm-1.4.11.tar.gz"
tar -zxvf asterisk-sounds-en-gsm-1.4.11.tar.gz
mv * /var/lib/asterisk/sounds/

extensions.conf

Edit the extensions.conf file (Location: /etc/asterisk/extensions.conf).
Add the following lines in the asterisk tab:
exten => 1900,1,AgentLogin()
Add the following lines at the beginning of the asterisk tab:
include => ivr
Add the following lines at the end of the extensions.conf file:
[ivr]
exten => 1000,1,Ringing()
exten => 1000,2,Wait(4)
exten => 1000,3,Goto(welcome,s,1)

[welcome]
exten => s,1,Set(GLOBAL(sounds_path)=/var/lib/asterisk/sounds/)
exten => s,2,Background(${sounds_path}welcome)
exten => s,3,Goto(menu,s,10)
exten => i,1,Playback(${sounds_path}unavailable)
exten => t,1,Goto(welcome,s,1)

[menu]
exten => s,10,Background(${sounds_path}menu)
exten => s,n,Background(${sounds_path}press-1)
exten => s,n,Background(${sounds_path}for-tech-support)
exten => s,n,Background(${sounds_path}press-2)
exten => s,n,Background(${sounds_path}to-hear-menu-again)
exten => s,n,Background(${sounds_path}press-3)
exten => s,n,Background(${sounds_path}to-hang-up)
exten => s,n,WaitExten(5)
exten => 1,1,Goto(support,s,1)
exten => 2,1,Goto(menu,s,10)
exten => 3,1,Goto(hangup,s,1)
exten => i,1,Playback(${sounds_path}please-try-again)
exten => i,2,Goto(menu,s,10)
exten => t,1,Goto(menu,s,10)

[support]
exten => s,1,Goto(menu,s,10)
exten => s,n,Playback(${sounds_path}pls-stay-on-line)
exten => s,n,Queue(support)
exten => t,1,Hangup()

[menu]
exten => s,1,Goto(menu,s,10)

[hangup]
exten => s,1,Background(${sounds_path}goodbye)
exten => s,n,Hangup()

Reload

Reload the asterisk configuration by running the following command in the CLI console:
  • core reload

With the 101 sip phone, dial 1900, enter the agent number followed by the pound key (101#), enter the password followed by the pound key (101) and you will be registered in the support queue.
With your sip phone, dial number 1000, you will hear the welcome message and the menu message:
  • Press 2: Repeat the menu
  • Press 3: Hang up the line
With the other sip phone, dial 1000, press 1 and you will be connected to the support queue.

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