🎧 Call Center & Queue Operations
AiPBX delivers enterprise-grade queue management for high-volume support and sales operations: static/dynamic membership tiers, phone-dialed pause codes (*22/*23), real-time wallboard analytics, and supervisor spy tools.
1. Call Center Queue Architecture
The AiPBX call center core integrates natively with Asterisk 22 app_queue. Incoming callers are greeted, queued, and dispatched to available agents based on intelligent ACD (Automatic Call Distribution) routing strategies:
| Strategy Name | Dispatch Logic | Recommended Use Case |
|---|---|---|
| ringall | Rings all available agent phones simultaneously. First to answer takes the call. | Urgent response lines and sales desks. |
| rrmemory | Round Robin dispatch remembering the last answered agent position. | Fair load distribution across team (Most popular). |
| leastrecent | Dispatches to the agent who has been idle the longest. | Maximizing agent rest and fairness. |
| fewestcalls | Dispatches to the agent with the lowest answered call count today. | Balancing daily quota across shifts. |
2. Static vs Dynamic Queue Memberships
| Capability | Static Members | Dynamic Members |
|---|---|---|
| Configuration | /etc/asterisk/pbx/queues.conf (Permanent) |
Asterisk AstDB Runtime (Dynamic) |
| Queue Logout (*80) | Blocked | Allowed |
| Queue Login (*81) | Automatic on PBX reload | *81<queue_id> |
| Take Break (*22) | Allowed | Allowed |
3. Phone-Dialed Queue Pause (*22) & Unpause (*23)
Agents can dial feature codes directly from their hardware desk phone or mobile app to enter or exit break status across all assigned queues:
| Dialed Code | Action | Behavior & Audio Tone |
|---|---|---|
| *22 | Default Pause | Pauses across all queues with default reason (Reason 1). Plays double beep. |
| *22<mola_id> | Pause with Reason ID (e.g. *221, *222) | Pauses member with mapped break reason ID. Plays double beep. |
| *23 | Unpause / Return to Queue | Unpauses member across all queues, ready for calls. Plays single beep. |
Break Reason ID Mapping:
Configured reasons in cc_break_reasons map directly to dialed numeric digits:
*221→ Reason 1: Lunch Break*222→ Reason 2: Short Rest / Coffee Break*223→ Reason 3: Training / Meeting*224→ Reason 4: Back-Office / Admin*225→ Reason 5: Technical Issue (Teknik Problem)
4. Real-Time Wallboard & Break Auditing
Every pause event is tracked in the cc_pause_logs table with second-level precision, powering supervisor wallboards and SLA reports:
| Column | Description | Sample Value |
|---|---|---|
agent_extension |
Extension number of the paused agent | 2001 |
pause_reason |
Resolved pause reason | Lunch Break |
duration |
Net pause duration in seconds | 1805 sec (30 min 5 sec) |
status |
Log state | PAUSED / COMPLETED |
5. Supervisor Tools & Call Spy (*90)
| Feature / Code | Mode | Description |
|---|---|---|
| *90 (Target Ext) | Silent Listen (Spy) | Listens in on ongoing call without alerting either party. |
| *90 (Whisper) | Whisper Coach | Supervisor speaks only to the agent; customer cannot hear. |
| *90 (Barge-in) | Three-Way Barge-In | Joins call as a 3-way conference call instantly. |