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Extension Login / Logout for Agents-Outbound Calls

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husaints

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Hi,

We have a setup with around 30 extensions (901 to 930) on an Elastix 2.0.3 server all configured to IP-Phones on their respective workstations. Agents are assigned a workstation for their outbound calls and are monitored on the calls based on their extension/workstation.

We are adding an extra shift now and the same IP-Phone/Workstation will be shared by the second shift agent. Calls placed by the second shift agent will also go through the same extension and thus we lose the capability to track and monitor the calls for each agent. Example extension 901 at workstation 01 will be used by 2 agents now, first shift and second shift.

Is there a way we can implement a solution where the agent can login into their extension before they start work and then logoff when they leave? So that the next shift the new agent can login again with his/her own extension and logoff again, so we can keep track of the call time etc for each of them?

I know this can be done for inbound ques etc. where an agent logs into a que. But this is for normal outbound calls only. We need to know and monitor the outbound calls made by each employee based on their extension, so if extensions can be logged in and logged off, each employee can be given a own extension without fixing a static extension into the phone.

Your insights and advice would be helpful.

Thanks,
H
 
Hi husaints,

Sounds like you need to consider changing your PBX to devices and users mode. In this mode, a user's extension is detached from the physical extension so more than one person can use the same physical extension. In your implementation, you would then allocate new extension numbers to the 2nd shift. ie 901 - 930 and 931 to 960.

I've not seen it done on Elastix (Only Trixbox, but you don'r want to go there) but it should be possible. Edit your amportal.conf and change AMPEXTENSIONS from "extensions" to deviceanuser. If you look at your box in unembedded freepbx you'll see that Extensions has split into devices and users.

Neil
 
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