Newbie: Don't understand the queue design concept
Posted on 2008-10-10
I'm very new to Asterisk.
I'm building a very simple setup for a 10 employee office that has a sales and support departments.
When a call comes in, the caller gets few choices: Enter an ext, Press 1 for sales, Press 2 for support. There are 3 people who can pickup calls for sales, and 3 people who can pickup calls for support.
When a caller selects "1" for sales, I want all 3 phones start ringing until one of the sales people picks up the phone and gets the call. Meanwhile, I need the caller to hear hold music and some promotional recordings. Same thing applies to the support extension.
The call queues seem to be the way to go to achieve this result, however there are few things that I don't understand. There have to be agents "logged" into the queue to receive the calls. When an agent logs into the queue, he can no longer hang up, otherwise the he'll be logged out of the queue. This doesn't work for me, as I want the phone to just start ringing when there is an incoming call.
The ring group option also seems to be able to do what I need, but I have not been able to insert hold music into the ring group.
All in all, I just don't seem to get the idea on how to develop the queue in a way that I need and if it is even possible.
Any help appreciated!