4.4 ACD pickup Beep

[Ali Dashti]

This could be a very old issue! I was wondering if there is a way to remove
the beep heard a short moment after an agent picks up a call on ACD!!
Thanks.

[Tony Graziano]

fyi - If you are referring to the existing ACD (not openacd) I don't think
any resources are going into it as it is being removed in favor of the
openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call on
ACD!! Thanks.
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~~~~~~~~~~~~~~~~~~

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2013!
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[Ali Dashti]

Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID and
DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name and
the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?

Post by Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I don't think
any resources are going into it as it is being removed in favor of the
openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call on
ACD!! Thanks.
_______________________________________________
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List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
~~~~~~~~~~~~~~~~~~
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Telephone: [phone]
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~~~~~~~~~~~~~~~~~~
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~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab
2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
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[Jan Vincent Liwanag]

Ali,

Checking up on OpenACD -- it just copies the CallerID of that was used to dial in the line. Is this the same behaviour that you observed?

The client/brand is configured in the config and can be viewed upon call on the agent web dashboard.

Jan Vincent Liwanag

Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name and the Line extention in CallerID but in OpenACD even the DNID changes to agent extension number; therefore prevents me from knowing what number was dialed!! This was my primary result, do you see this as well?
fyi - If you are referring to the existing ACD (not openacd) I don't think any resources are going into it as it is being removed in favor of the openacd integration starting up in 4.6.
This could be a very old issue! I was wondering if there is a way to remove the beep heard a short moment after an agent picks up a call on ACD!! Thanks.
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[Ali Dashti]

Jan,
I have to work with Polycom 550 phones and not using agent's web dashboard.
You are right about the CallerID but what is nice about ACD Legacy is the
added string which shows the Queue name and the Line Extension next to the
CallerID on my Polycom phone. This way I don't have to have the dashboard
open all the time.
Besides I've also tried Zoiper Softphone which shows me DNID which I don't
have on my Polycom phones but when a call arrives at ACD the original
destination number changes to agent's ext. (I believe in both ACDs) which
is a bummer so I lose the dialed number.
Hope this made sense!

Best Regards,

Post by Jan Vincent Liwanag
Ali,
Checking up on OpenACD -- it just copies the CallerID of that was used to
dial in the line. Is this the same behaviour that you observed?
The client/brand is configured in the config and can be viewed upon call
on the agent web dashboard.
Jan Vincent Liwanag
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID
and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name
and the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <

Post by Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I don't
think any resources are going into it as it is being removed in favor of
the openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call on
ACD!! Thanks.
_______________________________________________
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List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
~~~~~~~~~~~~~~~~~~
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Telephone: [phone]
Fax: [phone]
~~~~~~~~~~~~~~~~~~
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Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab 2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
Telephone: [phone]
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[Matt White]

Funny, the beep is one reason my customers wont move to openACD. OpenACD for my customers that need a true ACD. The old ACD worked well despite its bad rap.

We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.

As to your specific issue, I don't think the tone is an audio file, so you would need to create a patch to remove it.

-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name and the Line extention in CallerID but in OpenACD even the DNID changes to agent extension number; therefore prevents me from knowing what number was dialed!! This was my primary result, do you see this as well?

On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <***@myitdepartment.net> wrote:
fyi - If you are referring to the existing ACD (not openacd) I don't think any resources are going into it as it is being removed in favor of the openacd integration starting up in 4.6.

On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti <***@gmail.com> wrote:

This could be a very old issue! I was wondering if there is a way to remove the beep heard a short moment after an agent picks up a call on ACD!! Thanks.


_______________________________________________
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List Archive: http://list.sipfoundry.org/archive/sipx-users/
--
~~~~~~~~~~~~~~~~~~
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Telephone: [phone]
sip: ***@voice.myitdepartment.net
Fax: [phone]
~~~~~~~~~~~~~~~~~~
Linked-In Profile:
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Ask about our Internet Fax services!
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Helpdesk Customers: http://myhelp.myitdepartment.net
Blog: http://blog.myitdepartment.net

[Michael Picher]

The problem with the old ACD, every time I tried to use it, was that it was
fragile. Do this, don't ever do that, etc... Any time I tried to use it
in a situation the customer (and then ultimately me) had a bad experience.

If they can make it stable, and make it so you can transfer calls out of
queue that would be awesome.

Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the 4.4
ACD does.

Work has begun on a new hunt group app that will hopefully alleviate the
need for an ACD in cases where it really isn't needed. This will be based
around some new code and involve a B2BUA that can 'own' the call and then
hunt out. This will be in contrast to how hunt groups work now where it's
a SIP messaging nightmare.

Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At
some point I'd even like to see users be able to (from a phone or user
portal) login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.

With the current workload I wouldn't expect anything until 4.8 though.

Thanks,
Mike

Post by Matt White
Funny, the beep is one reason my customers wont move to openACD. OpenACD
for my customers that need a true ACD. The old ACD worked well despite its
bad rap.
We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.
As to your specific issue, I don't think the tone is an audio file, so you
would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID
and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name
and the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <

Post by Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I don't
think any resources are going into it as it is being removed in favor of
the openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call on
ACD!! Thanks.
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
~~~~~~~~~~~~~~~~~~
Tony Graziano, Manager
Telephone: [phone]
Fax: [phone]
~~~~~~~~~~~~~~~~~~
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab 2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
Telephone: [phone]
Helpdesk Customers: http://myhelp.myitdepartment.**net<http://myhelp.myitdepartment.net>
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Michael Picher, Director of Technical Services
eZuce, Inc.

300 Brickstone Square****

Suite 201****

Andover, MA. 01810
O.978-296-1005 X2015
M.207-956-0262
@mpicher <http://twitter.com/mpicher>
linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
www.ezuce.com

------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand binary and
those who don't.

[Matt White]

I've often heard it cited that the old ACD cant transfer out of the queue. I think this is based on very old info....pre 4.2 days. We have no less than hundreds of calls (if not thousands) across several customers sites sending calls into queues and back out to non ACD extensions. ACD has preformed very well for us and is very stable (i cant think of one ACD related crash/issue). When it comes to transferring out of the queue, I'd say our heaviest call center customer that has 23 agents and processes no less than 800 calls a day will transfer 50% of the calls from and agent out of the queue to a regular extension. They even transfer ACD calls back out to external numbers (hairpins).

In fact, we have a customer that has some pretty complex call flow in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA where they get custom options to keep holding etc. they then get transferred back into a second ACD queue. This happens multiple times. Siptraces are quite long because each call stays anchored in the queue which is great for reporting.

Hunt groups do not provide was call centers want. Call center managers need to run reports based on when an agent signed in/out; how long did they talk; how long did they ring; how long are customers waiting in queues and how many customers are stacking up in queues....

The distinctive tone as noted in this original thread and modified caller id are also part of that need.

Hunt groups just dont preform these functions (if they did, they would be an ACD and not a hunt group).

So for us, the bulk of our installations are call centers. As VOIP/SIP becomes more common place its increasingly difficult to sell something that just does call routing and voicemail...there is just so many cheap and hosted solutions if thats all you need. Which is why are installations for the last few years have moved up the stack to customers that have more specialized needs.

So for us, our dilemma is get sipXacd maintained internally (we have an elance dev working on that now), or look for a new platform.

-M
The problem with the old ACD, every time I tried to use it, was that it was fragile. Do this, don't ever do that, etc... Any time I tried to use it in a situation the customer (and then ultimately me) had a bad experience.

If they can make it stable, and make it so you can transfer calls out of queue that would be awesome.


Most people don't need a real ACD (even though they think they want an ACD). What they need are fancy hunt groups which is exactly what the 4.4 ACD does.


Work has begun on a new hunt group app that will hopefully alleviate the need for an ACD in cases where it really isn't needed. This will be based around some new code and involve a B2BUA that can 'own' the call and then hunt out. This will be in contrast to how hunt groups work now where it's a SIP messaging nightmare.


Circular hunt groups, linear hunt groups, being able to ring the same extension at more than one point in a hunt group are all envisioned. At some point I'd even like to see users be able to (from a phone or user portal) login/out of hunt groups, or only ring certain users for different days/hours in a hunt group.


With the current workload I wouldn't expect anything until 4.8 though.


Thanks,
Mike

On Wed, Aug 29, 2012 at 6:21 AM, Matt White <***@thesummit-grp.com> wrote:
Funny, the beep is one reason my customers wont move to openACD. OpenACD for my customers that need a true ACD. The old ACD worked well despite its bad rap.

We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.

As to your specific issue, I don't think the tone is an audio file, so you would need to create a patch to remove it.

-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name and the Line extention in CallerID but in OpenACD even the DNID changes to agent extension number; therefore prevents me from knowing what number was dialed!! This was my primary result, do you see this as well?

On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <***@myitdepartment.net> wrote:
fyi - If you are referring to the existing ACD (not openacd) I don't think any resources are going into it as it is being removed in favor of the openacd integration starting up in 4.6.

On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti <***@gmail.com> wrote:

This could be a very old issue! I was wondering if there is a way to remove the beep heard a short moment after an agent picks up a call on ACD!! Thanks.


_______________________________________________
sipx-users mailing list
sipx-***@list.sipfoundry.org
List Archive: http://list.sipfoundry.org/archive/sipx-users/
--
~~~~~~~~~~~~~~~~~~
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Telephone: [phone]
sip: ***@voice.myitdepartment.net
Fax: [phone]
~~~~~~~~~~~~~~~~~~
Linked-In Profile:
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~

Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab 2013!



LAN/Telephony/Security and Control Systems Helpdesk:
Telephone: [phone]
sip: ***@voice.myitdepartment.net


Helpdesk Customers: http://myhelp.myitdepartment.net
Blog: http://blog.myitdepartment.net

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--
Michael Picher, Director of Technical Services
eZuce, Inc.
300 Brickstone Square
Suite 201
Andover, MA. 01810
O.978-296-1005 X2015
M.207-956-0262
@mpicher <http://twitter.com/mpicher>
linkedin
www.ezuce.com



------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand binary and those who don't.

[Michael Picher]

That's good to hear. Look forward to this being contributed back and I'm
sure we'll welcome it as a contrib, we just need to make sure it's clear
that these are 2 different ACD options (maybe the old one is to be called
Basic ACD and the openACD is called Call Center).

If it still works and there's somebody who can maintain it, there's good
reason to still have it available. From an eZuce perspective, we just
didn't have anybody to maintain/learn it and wanted to put our efforts into
something more robust.

Every time I've tried to use the old ACD system (and I admit I have not
used it in 4.4 because of issues I had with it prior and no real dev has
been done on it) I got burned, hard. You know the old saying... fool me
once... i'm not that quick sometimes and i hit fool me 4 times. Then I
swore off it like a booze you blame the porcelain embrace on.

My point about not needing ACD wasn't that true ACD users don't need ACD.
My point was that many people who 'think' they want ACD don't really want
an ACD, they want a fancy hunt group.

Mike

Post by Matt White
I've often heard it cited that the old ACD cant transfer out of the
queue. I think this is based on very old info....pre 4.2 days. We have no
less than hundreds of calls (if not thousands) across several customers
sites sending calls into queues and back out to non ACD extensions. ACD
has preformed very well for us and is very stable (i cant think of one ACD
related crash/issue). When it comes to transferring out of the queue, I'd
say our heaviest call center customer that has 23 agents and processes no
less than 800 calls a day will transfer 50% of the calls from and agent out
of the queue to a regular extension. They even transfer ACD calls back out
to external numbers (hairpins).
In fact, we have a customer that has some pretty complex call flow in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA
where they get custom options to keep holding etc. they then get
transferred back into a second ACD queue. This happens multiple times.
Siptraces are quite long because each call stays anchored in the queue
which is great for reporting.
Hunt groups do not provide was call centers want. Call center managers
need to run reports based on when an agent signed in/out; how long did they
talk; how long did they ring; how long are customers waiting in queues and
how many customers are stacking up in queues....
The distinctive tone as noted in this original thread and modified caller
id are also part of that need.
Hunt groups just dont preform these functions (if they did, they would be
an ACD and not a hunt group).
So for us, the bulk of our installations are call centers. As VOIP/SIP
becomes more common place its increasingly difficult to sell something that
just does call routing and voicemail...there is just so many cheap and
hosted solutions if thats all you need. Which is why are installations for
the last few years have moved up the stack to customers that have more
specialized needs.
So for us, our dilemma is get sipXacd maintained internally (we have an
elance dev working on that now), or look for a new platform.
-M
The problem with the old ACD, every time I tried to use it, was that it
was fragile. Do this, don't ever do that, etc... Any time I tried to use
it in a situation the customer (and then ultimately me) had a bad
experience.
If they can make it stable, and make it so you can transfer calls out of
queue that would be awesome.
Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the 4.4
ACD does.
Work has begun on a new hunt group app that will hopefully alleviate the
need for an ACD in cases where it really isn't needed. This will be based
around some new code and involve a B2BUA that can 'own' the call and then
hunt out. This will be in contrast to how hunt groups work now where it's
a SIP messaging nightmare.
Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At
some point I'd even like to see users be able to (from a phone or user
portal) login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike

Post by Matt White
Funny, the beep is one reason my customers wont move to openACD. OpenACD
for my customers that need a true ACD. The old ACD worked well despite its
bad rap.
We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.
As to your specific issue, I don't think the tone is an audio file, so
you would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID
and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name
and the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <

Post by Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I don't
think any resources are going into it as it is being removed in favor of
the openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call on
ACD!! Thanks.
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
~~~~~~~~~~~~~~~~~~
Tony Graziano, Manager
Telephone: [phone]
Fax: [phone]
~~~~~~~~~~~~~~~~~~
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab 2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
Telephone: [phone]
Helpdesk Customers: http://myhelp.myitdepartment.**net<http://myhelp.myitdepartment.net>
Blog: http://blog.myitdepartment.net
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--
Michael Picher, Director of Technical Services
eZuce, Inc.
300 Brickstone Square****
Suite 201****
Andover, MA. 01810
O.978-296-1005 X2015
M.207-956-0262
@mpicher <http://twitter.com/mpicher>
linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
www.ezuce.com
------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand binary and those who don't.
_______________________________________________
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List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
Michael Picher, Director of Technical Services
eZuce, Inc.

300 Brickstone Square****

Suite 201****

Andover, MA. 01810
O.978-296-1005 X2015
M.207-956-0262
@mpicher <http://twitter.com/mpicher>
linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
www.ezuce.com

------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand binary and
those who don't.

[Matthew Kitchin (Public/Usenet)]

Despite what others said, I had no problems transferring out of the old
ACD either. We had a help desk that handled 110 medical facilities and
handled thousands of calls. We didn't have any reliability problems.
There were some minor options that weren't there, and it got completely
destroyed (paid ticket with ezuce could not resolve) on a 4.0.4 to 4.2.1
upgrade to the point where I had to rebuild the server. Other than that,
I did not have any reliability issues with it.

Post by Matt White
I've often heard it cited that the old ACD cant transfer out of the
queue. I think this is based on very old info....pre 4.2 days. We
have no less than hundreds of calls (if not thousands) across several
customers sites sending calls into queues and back out to non ACD
extensions. ACD has preformed very well for us and is very stable (i
cant think of one ACD related crash/issue). When it comes to
transferring out of the queue, I'd say our heaviest call center
customer that has 23 agents and processes no less than 800 calls a day
will transfer 50% of the calls from and agent out of the queue to a
regular extension. They even transfer ACD calls back out to external
numbers (hairpins).
In fact, we have a customer that has some pretty complex call flow in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an
AA where they get custom options to keep holding etc. they then get
transferred back into a second ACD queue. This happens multiple
times. Siptraces are quite long because each call stays anchored in
the queue which is great for reporting.
Hunt groups do not provide was call centers want. Call center
managers need to run reports based on when an agent signed in/out; how
long did they talk; how long did they ring; how long are customers
waiting in queues and how many customers are stacking up in queues....
The distinctive tone as noted in this original thread and modified
caller id are also part of that need.
Hunt groups just dont preform these functions (if they did, they would
be an ACD and not a hunt group).
So for us, the bulk of our installations are call centers. As
VOIP/SIP becomes more common place its increasingly difficult to sell
something that just does call routing and voicemail...there is just so
many cheap and hosted solutions if thats all you need. Which is why
are installations for the last few years have moved up the stack to
customers that have more specialized needs.
So for us, our dilemma is get sipXacd maintained internally (we have
an elance dev working on that now), or look for a new platform.
-M
The problem with the old ACD, every time I tried to use it, was that
it was fragile. Do this, don't ever do that, etc... Any time I tried
to use it in a situation the customer (and then ultimately me) had a
bad experience.
If they can make it stable, and make it so you can transfer calls out
of queue that would be awesome.
Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the
4.4 ACD does.
Work has begun on a new hunt group app that will hopefully alleviate
the need for an ACD in cases where it really isn't needed. This will
be based around some new code and involve a B2BUA that can 'own' the
call and then hunt out. This will be in contrast to how hunt groups
work now where it's a SIP messaging nightmare.
Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned.
At some point I'd even like to see users be able to (from a phone or
user portal) login/out of hunt groups, or only ring certain users for
different days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike
Funny, the beep is one reason my customers wont move to openACD.
OpenACD for my customers that need a true ACD. The old ACD worked
well despite its bad rap.
We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.
As to your specific issue, I don't think the tone is an audio
file, so you would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the
CallerID and DNID! In 4.4 ACD when a call arrives; an agent would
see a Queue name and the Line extention in CallerID but in OpenACD
even the DNID changes to agent extension number; therefore
prevents me from knowing what number was dialed!! This was my
primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I
don't think any resources are going into it as it is being
removed in favor of the openacd integration starting up in 4.6.
On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti
This could be a very old issue! I was wondering if there
is a way to remove thebeep heard a short moment after an
agent picks up a call on ACD!! Thanks.
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/
--
~~~~~~~~~~~~~~~~~~
Tony Graziano, Manager
Telephone: [phone] <tel:[phone]>
Fax: [phone] <tel:[phone]>
~~~~~~~~~~~~~~~~~~
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me about
sipX-CoLab 2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
Telephone: [phone] <tel:[phone]>
Helpdesk Customers: http://myhelp.myitdepartment.net
Blog: http://blog.myitdepartment.net
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/
_______________________________________________
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--
Michael Picher, Director of Technical Services
eZuce, Inc.
300 Brickstone Square
Suite 201
Andover, MA. 01810
O.978-296-1005 X2015 <tel:[phone]%20X2015>
M.207-956-0262 <tel:[phone]>
@mpicher <http://twitter.com/mpicher>
linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
www.ezuce.com <http://www.ezuce.com>
------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand binary and those who don't.
_______________________________________________
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List Archive: http://list.sipfoundry.org/archive/sipx-users/

[Todd Hodgen]

Matt - thanks for this detailed response. Can you share with the list if
there are any gotcha's that you know of that you avoid so that you have
successful deployments of the ACD, or any best practices you have used to
ensure success?



From: sipx-users-***@list.sipfoundry.org
[mailto:sipx-users-***@list.sipfoundry.org] On Behalf Of Matt White
Sent: Wednesday, August 29, 2012 5:29 AM
To: sipx-***@list.sipfoundry.org
Subject: Re: [sipx-users] 4.4 ACD pickup Beep



I've often heard it cited that the old ACD cant transfer out of the queue.
I think this is based on very old info....pre 4.2 days. We have no less
than hundreds of calls (if not thousands) across several customers sites
sending calls into queues and back out to non ACD extensions. ACD has
preformed very well for us and is very stable (i cant think of one ACD
related crash/issue). When it comes to transferring out of the queue, I'd
say our heaviest call center customer that has 23 agents and processes no
less than 800 calls a day will transfer 50% of the calls from and agent out
of the queue to a regular extension. They even transfer ACD calls back out
to external numbers (hairpins).

In fact, we have a customer that has some pretty complex call flow in and
out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA
where they get custom options to keep holding etc. they then get
transferred back into a second ACD queue. This happens multiple times.
Siptraces are quite long because each call stays anchored in the queue which
is great for reporting.

Hunt groups do not provide was call centers want. Call center managers need
to run reports based on when an agent signed in/out; how long did they talk;
how long did they ring; how long are customers waiting in queues and how
many customers are stacking up in queues....

The distinctive tone as noted in this original thread and modified caller id
are also part of that need.

Hunt groups just dont preform these functions (if they did, they would be an
ACD and not a hunt group).

So for us, the bulk of our installations are call centers. As VOIP/SIP
becomes more common place its increasingly difficult to sell something that
just does call routing and voicemail...there is just so many cheap and
hosted solutions if thats all you need. Which is why are installations for
the last few years have moved up the stack to customers that have more
specialized needs.

So for us, our dilemma is get sipXacd maintained internally (we have an
elance dev working on that now), or look for a new platform.

-M
The problem with the old ACD, every time I tried to use it, was that it was
fragile. Do this, don't ever do that, etc... Any time I tried to use it in
a situation the customer (and then ultimately me) had a bad experience.



If they can make it stable, and make it so you can transfer calls out of
queue that would be awesome.



Most people don't need a real ACD (even though they think they want an ACD).
What they need are fancy hunt groups which is exactly what the 4.4 ACD does.



Work has begun on a new hunt group app that will hopefully alleviate the
need for an ACD in cases where it really isn't needed. This will be based
around some new code and involve a B2BUA that can 'own' the call and then
hunt out. This will be in contrast to how hunt groups work now where it's a
SIP messaging nightmare.



Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At
some point I'd even like to see users be able to (from a phone or user
portal) login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.



With the current workload I wouldn't expect anything until 4.8 though.



Thanks,

Mike

On Wed, Aug 29, 2012 at 6:21 AM, Matt White <***@thesummit-grp.com>
wrote:

Funny, the beep is one reason my customers wont move to openACD. OpenACD for
my customers that need a true ACD. The old ACD worked well despite its bad
rap.

We have a developer working on get sipXacd ported over to 4.6 so there is
hope yet.

As to your specific issue, I don't think the tone is an audio file, so you
would need to create a patch to remove it.

-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID and
DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name and
the Line extention in CallerID but in OpenACD even the DNID changes to agent
extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?

On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano
<***@myitdepartment.net> wrote:

fyi - If you are referring to the existing ACD (not openacd) I don't think
any resources are going into it as it is being removed in favor of the
openacd integration starting up in 4.6.

On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti <***@gmail.com> wrote:

This could be a very old issue! I was wondering if there is a way to remove
the beep heard a short moment after an agent picks up a call on ACD!!
Thanks.

_______________________________________________
sipx-users mailing list
sipx-***@list.sipfoundry.org
List Archive: http://list.sipfoundry.org/archive/sipx-users/
--
~~~~~~~~~~~~~~~~~~
Tony Graziano, Manager
Telephone: [phone]
sip: ***@voice.myitdepartment.net
Fax: [phone]
~~~~~~~~~~~~~~~~~~
Linked-In Profile:
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~



Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab
2013! <http://sipxcolab2013.eventbrite.com/?discount=tony2013>


<http://sipxcolab2013.eventbrite.com/?discount=tony2013>

<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
LAN/Telephony/Security and Control Systems Helpdesk:

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> Telephone:
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<http://sipxcolab2013.eventbrite.com/?discount=tony2013>

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> --
Michael Picher, Director of Technical Services
eZuce, Inc.

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> 300 Brickstone
Square

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> Suite 201

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> Andover, MA. 01810

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> O.978-296-1005
X2015
M.207-956-0262
@mpicher <http://twitter.com/mpicher>

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> linkedin
www.ezuce.com

<http://sipxcolab2013.eventbrite.com/?discount=tony2013>

<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
----------------------------------------------------------------------------
--------------------------------

<http://sipxcolab2013.eventbrite.com/?discount=tony2013> There are 10 kinds
of people in the world, those who understand binary and those who don't.

<http://sipxcolab2013.eventbrite.com/?discount=tony2013>

[Melcon Moraes]

I am quite impressed with your success stories. :)

I used to have an ACD running pretty well on a 4.0.2 box. Now, I have some
4.4 boxes and all kinds of issues. Have you ever faced some of them?

- Audio issues. People complaining about chopping voice and noise. Indeed,
if I call the extension directly, without passing through ACD, there's a
noticeable difference in the audio quality.

- Realtime statistics - some calls that enter the queue and got picked up
never "leave" the queue. On *sipxacd_events.log* one can see the events
"enter-queue", "pick-up" and "terminate". Sometimes there is the "transfer"
event as well. Some calls never got the "terminate" event written on that
log. Then you have on Calls Statistics page calls with +70min long, when
the real call took only 3min.

- Routing to agent: still on the above example, ACD Presence shows the
user as idle but the ACDServer "thinks" the user is still not free. That
agent will never get a call again until you restart ACDServer.

- sipxacd.log is full of
"2012-08-30T18:44:02.139782Z":934039:KERNEL:NOTICE:sip.example.com:MpMedia:B6BB1B90:sipxacd:"OsMsgQShared::doSendCore
message queue 'mpStartUp::MpMisc.pSpkQ' is over half full - count = 12, max
= 14"

+1 on what Todd Hodgen said about the best practices/tips.

Sorry to hijack the thread.

-
MM

Post by Matt White
I've often heard it cited that the old ACD cant transfer out of the
queue. I think this is based on very old info....pre 4.2 days. We have no
less than hundreds of calls (if not thousands) across several customers
sites sending calls into queues and back out to non ACD extensions. ACD
has preformed very well for us and is very stable (i cant think of one ACD
related crash/issue). When it comes to transferring out of the queue, I'd
say our heaviest call center customer that has 23 agents and processes no
less than 800 calls a day will transfer 50% of the calls from and agent out
of the queue to a regular extension. They even transfer ACD calls back out
to external numbers (hairpins).
In fact, we have a customer that has some pretty complex call flow in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA
where they get custom options to keep holding etc. they then get
transferred back into a second ACD queue. This happens multiple times.
Siptraces are quite long because each call stays anchored in the queue
which is great for reporting.
Hunt groups do not provide was call centers want. Call center managers
need to run reports based on when an agent signed in/out; how long did they
talk; how long did they ring; how long are customers waiting in queues and
how many customers are stacking up in queues....
The distinctive tone as noted in this original thread and modified caller
id are also part of that need.
Hunt groups just dont preform these functions (if they did, they would be
an ACD and not a hunt group).
So for us, the bulk of our installations are call centers. As VOIP/SIP
becomes more common place its increasingly difficult to sell something that
just does call routing and voicemail...there is just so many cheap and
hosted solutions if thats all you need. Which is why are installations for
the last few years have moved up the stack to customers that have more
specialized needs.
So for us, our dilemma is get sipXacd maintained internally (we have an
elance dev working on that now), or look for a new platform.
-M
The problem with the old ACD, every time I tried to use it, was that it
was fragile. Do this, don't ever do that, etc... Any time I tried to use
it in a situation the customer (and then ultimately me) had a bad
experience.
If they can make it stable, and make it so you can transfer calls out of
queue that would be awesome.
Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the 4.4
ACD does.
Work has begun on a new hunt group app that will hopefully alleviate the
need for an ACD in cases where it really isn't needed. This will be based
around some new code and involve a B2BUA that can 'own' the call and then
hunt out. This will be in contrast to how hunt groups work now where it's
a SIP messaging nightmare.
Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At
some point I'd even like to see users be able to (from a phone or user
portal) login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike

Post by Matt White
Funny, the beep is one reason my customers wont move to openACD. OpenACD
for my customers that need a true ACD. The old ACD worked well despite its
bad rap.
We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.
As to your specific issue, I don't think the tone is an audio file, so
you would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID
and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name
and the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <

Post by Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I don't
think any resources are going into it as it is being removed in favor of
the openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call on
ACD!! Thanks.
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
~~~~~~~~~~~~~~~~~~
Tony Graziano, Manager
Telephone: [phone]
Fax: [phone]
~~~~~~~~~~~~~~~~~~
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab 2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
Telephone: [phone]
Helpdesk Customers: http://myhelp.myitdepartment.**net<http://myhelp.myitdepartment.net>
Blog: http://blog.myitdepartment.net
_______________________________________________
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List Archive: http://list.sipfoundry.org/archive/sipx-users/

_______________________________________________
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--
Michael Picher, Director of Technical Services
eZuce, Inc.
300 Brickstone Square****
Suite 201****
Andover, MA. 01810
O.978-296-1005 X2015
M.207-956-0262
@mpicher <http://twitter.com/mpicher>
linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
www.ezuce.com
------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand binary and those who don't.
_______________________________________________
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List Archive: http://list.sipfoundry.org/archive/sipx-users/

[Michael Picher]

It's a valid hijak Melcon because these are the sorts of issues I have
experienced all along with the ACD. The choppy audio is usually solved
with faster equipment because the ACD is a B2BUA (the call is anchored on
that service).

The other types of issues you are describing are what have always been
attributed to transferring calls.

One of the better ways to avoid issues with the current ACD is to have a
separate extension just for ACD for each user that is a secondary line on
the user's phone. This way if they pickup to dial out they don't make
themselves busy when the ACD doesn't think they are busy.

Thanks,
Mike

Post by Melcon Moraes
I am quite impressed with your success stories. :)
I used to have an ACD running pretty well on a 4.0.2 box. Now, I have some
4.4 boxes and all kinds of issues. Have you ever faced some of them?
- Audio issues. People complaining about chopping voice and noise.
Indeed, if I call the extension directly, without passing through ACD,
there's a noticeable difference in the audio quality.
- Realtime statistics - some calls that enter the queue and got picked up
never "leave" the queue. On *sipxacd_events.log* one can see the events
"enter-queue", "pick-up" and "terminate". Sometimes there is the "transfer"
event as well. Some calls never got the "terminate" event written on that
log. Then you have on Calls Statistics page calls with +70min long, when
the real call took only 3min.
- Routing to agent: still on the above example, ACD Presence shows the
user as idle but the ACDServer "thinks" the user is still not free. That
agent will never get a call again until you restart ACDServer.
- sipxacd.log is full of
"2012-08-30T18:44:02.139782Z":934039:KERNEL:NOTICE:sip.example.com:MpMedia:B6BB1B90:sipxacd:"OsMsgQShared::doSendCore
message queue 'mpStartUp::MpMisc.pSpkQ' is over half full - count = 12, max
= 14"
+1 on what Todd Hodgen said about the best practices/tips.
Sorry to hijack the thread.
-
MM

Post by Matt White
I've often heard it cited that the old ACD cant transfer out of the
queue. I think this is based on very old info....pre 4.2 days. We have no
less than hundreds of calls (if not thousands) across several customers
sites sending calls into queues and back out to non ACD extensions. ACD
has preformed very well for us and is very stable (i cant think of one ACD
related crash/issue). When it comes to transferring out of the queue, I'd
say our heaviest call center customer that has 23 agents and processes no
less than 800 calls a day will transfer 50% of the calls from and agent out
of the queue to a regular extension. They even transfer ACD calls back out
to external numbers (hairpins).
In fact, we have a customer that has some pretty complex call flow in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA
where they get custom options to keep holding etc. they then get
transferred back into a second ACD queue. This happens multiple times.
Siptraces are quite long because each call stays anchored in the queue
which is great for reporting.
Hunt groups do not provide was call centers want. Call center managers
need to run reports based on when an agent signed in/out; how long did they
talk; how long did they ring; how long are customers waiting in queues and
how many customers are stacking up in queues....
The distinctive tone as noted in this original thread and modified caller
id are also part of that need.
Hunt groups just dont preform these functions (if they did, they would be
an ACD and not a hunt group).
So for us, the bulk of our installations are call centers. As VOIP/SIP
becomes more common place its increasingly difficult to sell something that
just does call routing and voicemail...there is just so many cheap and
hosted solutions if thats all you need. Which is why are installations for
the last few years have moved up the stack to customers that have more
specialized needs.
So for us, our dilemma is get sipXacd maintained internally (we have an
elance dev working on that now), or look for a new platform.
-M
The problem with the old ACD, every time I tried to use it, was that it
was fragile. Do this, don't ever do that, etc... Any time I tried to use
it in a situation the customer (and then ultimately me) had a bad
experience.
If they can make it stable, and make it so you can transfer calls out of
queue that would be awesome.
Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the 4.4
ACD does.
Work has begun on a new hunt group app that will hopefully alleviate the
need for an ACD in cases where it really isn't needed. This will be based
around some new code and involve a B2BUA that can 'own' the call and then
hunt out. This will be in contrast to how hunt groups work now where it's
a SIP messaging nightmare.
Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At
some point I'd even like to see users be able to (from a phone or user
portal) login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike

Post by Matt White
Funny, the beep is one reason my customers wont move to openACD. OpenACD
for my customers that need a true ACD. The old ACD worked well despite its
bad rap.
We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.
As to your specific issue, I don't think the tone is an audio file, so
you would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID
and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name
and the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <

Post by Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I don't
think any resources are going into it as it is being removed in favor of
the openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call
on ACD!! Thanks.
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
~~~~~~~~~~~~~~~~~~
Tony Graziano, Manager
Telephone: [phone]
Fax: [phone]
~~~~~~~~~~~~~~~~~~
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me about sipX-CoLab 2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
Telephone: [phone]
Helpdesk Customers: http://myhelp.myitdepartment.**net<http://myhelp.myitdepartment.net>
Blog: http://blog.myitdepartment.net
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

--
Michael Picher, Director of Technical Services
eZuce, Inc.
300 Brickstone Square****
Suite 201****
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linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
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------------------------------------------------------------------------------------------------------------
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and those who don't.
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300 Brickstone Square****

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O.978-296-1005 X2015
M.207-956-0262
@mpicher <http://twitter.com/mpicher>
linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
www.ezuce.com

------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand binary and
those who don't.

[Matt White]

The audio issue you mention is likely due to resources. There is no doubt the ACD is a resource hog. Specifically CPU. Which odd as the rest of sipx seems to be more RAM constrained.
We used to have issues with the choppy audio until we standardized our platform with an ODM 3-4 years ago. The equipment we have used for the last 3-4 years has a Dual Core Core2 w/ 8GB of ram and an enterprise Intel SSD. Its starting to get dated but even our largest call centers run well on that.

I have not had any of the other issues you mentioned. But I will note we never use the "presence" with the ACD. For us, its not needed. In a call center, the people manning the phones are only their to answer ACD calls. So unless they are on a current queue call....they shouldnt be on the phone. The ACD then doesn't have to worry about subscribing to the presence of each phone. It know when the queue call starts/ends.

Other than the ACD has been pretty straight forward for us. Only once in a great while do we get the call thats stuck in the call stats and we have to bounce the CDR. I'd say once every 6 months. But most of our customers get a non-acd stuck call in the CDR about once every six months anyways.

They only consistent change we make to the acd to make it stable is to set a local subnet under "internet" for 127.0.0.2 (in fact now we add the entire 127.0.0.0/24 subnet as local)
I think 127.0.0.1 is in by default but we cant even pick up queued calls without 127.0.0.2 listed. We discovered that a few years back when 4.2 came out....should be a thread on it. Traces showed the ACD would reference 127.0.0.2 and not 127.0.0.1 and it would think the call is natted and throw the public natted ip in the response.

But I'm not sure if that is unique to us or not. We maintain our own builds based on SLES so it may be in how we compile.

-M
I am quite impressed with your success stories. :)



I used to have an ACD running pretty well on a 4.0.2 box. Now, I have some 4.4 boxes and all kinds of issues. Have you ever faced some of them?



- Audio issues. People complaining about chopping voice and noise. Indeed, if I call the extension directly, without passing through ACD, there's a noticeable difference in the audio quality.



- Realtime statistics - some calls that enter the queue and got picked up never "leave" the queue. On sipxacd_events.log one can see the events "enter-queue", "pick-up" and "terminate". Sometimes there is the "transfer" event as well. Some calls never got the "terminate" event written on that log. Then you have on Calls Statistics page calls with +70min long, when the real call took only 3min.


- Routing to agent: still on the above example, ACD Presence shows the user as idle but the ACDServer "thinks" the user is still not free. That agent will never get a call again until you restart ACDServer.



- sipxacd.log is full of "2012-08-30T18:44:02.139782Z":934039:KERNEL:NOTICE:sip.example.com:MpMedia:B6BB1B90:sipxacd:"OsMsgQShared::doSendCore message queue 'mpStartUp::MpMisc.pSpkQ' is over half full - count = 12, max = 14"



+1 on what Todd Hodgen said about the best practices/tips.



Sorry to hijack the thread.



-

MM





On Wed, Aug 29, 2012 at 9:29 AM, Matt White <***@thesummit-grp.com> wrote:



I've often heard it cited that the old ACD cant transfer out of the queue. I think this is based on very old info....pre 4.2 days. We have no less than hundreds of calls (if not thousands) across several customers sites sending calls into queues and back out to non ACD extensions. ACD has preformed very well for us and is very stable (i cant think of one ACD related crash/issue). When it comes to transferring out of the queue, I'd say our heaviest call center customer that has 23 agents and processes no less than 800 calls a day will transfer 50% of the calls from and agent out of the queue to a regular extension. They even transfer ACD calls back out to external numbers (hairpins).

In fact, we have a customer that has some pretty complex call flow in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA where they get custom options to keep holding etc. they then get transferred back into a second ACD queue. This happens multiple times. Siptraces are quite long because each call stays anchored in the queue which is great for reporting.

Hunt groups do not provide was call centers want. Call center managers need to run reports based on when an agent signed in/out; how long did they talk; how long did they ring; how long are customers waiting in queues and how many customers are stacking up in queues....

The distinctive tone as noted in this original thread and modified caller id are also part of that need.

Hunt groups just dont preform these functions (if they did, they would be an ACD and not a hunt group).

So for us, the bulk of our installations are call centers. As VOIP/SIP becomes more common place its increasingly difficult to sell something that just does call routing and voicemail...there is just so many cheap and hosted solutions if thats all you need. Which is why are installations for the last few years have moved up the stack to customers that have more specialized needs.

So for us, our dilemma is get sipXacd maintained internally (we have an elance dev working on that now), or look for a new platform.

-M
The problem with the old ACD, every time I tried to use it, was that it was fragile. Do this, don't ever do that, etc... Any time I tried to use it in a situation the customer (and then ultimately me) had a bad experience.



If they can make it stable, and make it so you can transfer calls out of queue that would be awesome.



Most people don't need a real ACD (even though they think they want an ACD). What they need are fancy hunt groups which is exactly what the 4.4 ACD does.



Work has begun on a new hunt group app that will hopefully alleviate the need for an ACD in cases where it really isn't needed. This will be based around some new code and involve a B2BUA that can 'own' the call and then hunt out. This will be in contrast to how hunt groups work now where it's a SIP messaging nightmare.



Circular hunt groups, linear hunt groups, being able to ring the same extension at more than one point in a hunt group are all envisioned. At some point I'd even like to see users be able to (from a phone or user portal) login/out of hunt groups, or only ring certain users for different days/hours in a hunt group.



With the current workload I wouldn't expect anything until 4.8 though.



Thanks,

Mike


On Wed, Aug 29, 2012 at 6:21 AM, Matt White <***@thesummit-grp.com> wrote:



Funny, the beep is one reason my customers wont move to openACD. OpenACD for my customers that need a true ACD. The old ACD worked well despite its bad rap.

We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.

As to your specific issue, I don't think the tone is an audio file, so you would need to create a patch to remove it.

-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name and the Line extention in CallerID but in OpenACD even the DNID changes to agent extension number; therefore prevents me from knowing what number was dialed!! This was my primary result, do you see this as well?


On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <***@myitdepartment.net> wrote:



fyi - If you are referring to the existing ACD (not openacd) I don't think any resources are going into it as it is being removed in favor of the openacd integration starting up in 4.6.


On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti <***@gmail.com> wrote:



This could be a very old issue! I was wondering if there is a way to remove the beep heard a short moment after an agent picks up a call on ACD!! Thanks.


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Fax: [phone] ( tel:[phone] )
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Suite 201
Andover, MA. 01810

O.978-296-1005 X2015 ( tel:[phone]%20X2015 )
M.207-956-0262 ( tel:[phone] )
@mpicher <http://twitter.com/mpicher>

linkedin ( http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro )
www.ezuce.com



------------------------------------------------------------------------------------------------------------

There are 10 kinds of people in the world, those who understand binary and those who don't.

[Matthew Kitchin (Public/Usenet)]

We had dedicated lines for our ACD enabled handsets. They also had a
direct assigned extension. Our support agents had a reason to have both.
I didn't realize it might or might not have helped with potential
issues. Our server was (it is still doing the job, I'm just not with
that company any more) a relatively robust HP DL360 with 16 GB of RAM.
I'm guessing it was a quad core proc. I didn't have the 127.0.0.2 issue,
but we also did not NAT at all (not sure if that is relevant). Our
server was directly connected to the Verizon SIP network with no NAT.

Post by Matt White
The audio issue you mention is likely due to resources. There is no
doubt the ACD is a resource hog. Specifically CPU. Which odd as the
rest of sipx seems to be more RAM constrained.
We used to have issues with the choppy audio until we standardized our
platform with an ODM 3-4 years ago. The equipment we have used for
the last 3-4 years has a Dual Core Core2 w/ 8GB of ram and an
enterprise Intel SSD. Its starting to get dated but even our largest
call centers run well on that.
I have not had any of the other issues you mentioned. But I will note
we never use the "presence" with the ACD. For us, its not needed.
In a call center, the people manning the phones are only their to
answer ACD calls. So unless they are on a current queue call....they
shouldnt be on the phone. The ACD then doesn't have to worry about
subscribing to the presence of each phone. It know when the queue
call starts/ends.
Other than the ACD has been pretty straight forward for us. Only once
in a great while do we get the call thats stuck in the call stats and
we have to bounce the CDR. I'd say once every 6 months. But most of
our customers get a non-acd stuck call in the CDR about once every six
months anyways.
They only consistent change we make to the acd to make it stable is to
set a local subnet under "internet" for 127.0.0.2 (in fact now we add
the entire 127.0.0.0/24 subnet as local)
I think 127.0.0.1 is in by default but we cant even pick up queued
calls without 127.0.0.2 listed. We discovered that a few years back
when 4.2 came out....should be a thread on it. Traces showed the ACD
would reference 127.0.0.2 and not 127.0.0.1 and it would think the
call is natted and throw the public natted ip in the response.
But I'm not sure if that is unique to us or not. We maintain our own
builds based on SLES so it may be in how we compile.
-M

On 8/30/2012 at 07:30 PM, in message

I am quite impressed with your success stories. :)
I used to have an ACD running pretty well on a 4.0.2 box. Now, I have
some 4.4 boxes and all kinds of issues. Have you ever faced some of them?
- Audio issues. People complaining about chopping voice and noise.
Indeed, if I call the extension directly, without passing through ACD,
there's a noticeable difference in the audio quality.
- Realtime statistics - some calls that enter the queue and got picked
up never "leave" the queue. On /sipxacd_events.log/ one can see the
events "enter-queue", "pick-up" and "terminate". Sometimes there is
the "transfer" event as well. Some calls never got the "terminate"
event written on that log. Then you have on Calls Statistics page
calls with +70min long, when the real call took only 3min.
- Routing to agent: still on the above example, ACD Presence shows the
user as idle but the ACDServer "thinks" the user is still not free.
That agent will never get a call again until you restart ACDServer.
- sipxacd.log is full of
"2012-08-30T18:44:02.139782Z":934039:KERNEL:NOTICE:sip.example.com:MpMedia:B6BB1B90:sipxacd:"OsMsgQShared::doSendCore
message queue 'mpStartUp::MpMisc.pSpkQ' is over half full - count =
12, max = 14"
+1 on what Todd Hodgen said about the best practices/tips.
Sorry to hijack the thread.
-
MM
I've often heard it cited that the old ACD cant transfer out of
the queue. I think this is based on very old info....pre 4.2 days.
We have no less than hundreds of calls (if not thousands) across
several customers sites sending calls into queues and back out to
non ACD extensions. ACD has preformed very well for us and is very
stable (i cant think of one ACD related crash/issue). When it
comes to transferring out of the queue, I'd say our heaviest call
center customer that has 23 agents and processes no less than 800
calls a day will transfer 50% of the calls from and agent out of
the queue to a regular extension. They even transfer ACD calls
back out to external numbers (hairpins).
In fact, we have a customer that has some pretty complex call flow
in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to
an AA where they get custom options to keep holding etc. they then
get transferred back into a second ACD queue. This happens
multiple times. Siptraces are quite long because each call stays
anchored in the queue which is great for reporting.
Hunt groups do not provide was call centers want. Call center
managers need to run reports based on when an agent signed in/out;
how long did they talk; how long did they ring; how long are
customers waiting in queues and how many customers are stacking up
in queues....
The distinctive tone as noted in this original thread and modified
caller id are also part of that need.
Hunt groups just dont preform these functions (if they did, they
would be an ACD and not a hunt group).
So for us, the bulk of our installations are call centers. As
VOIP/SIP becomes more common place its increasingly difficult to
sell something that just does call routing and voicemail...there
is just so many cheap and hosted solutions if thats all you need.
Which is why are installations for the last few years have moved
up the stack to customers that have more specialized needs.
So for us, our dilemma is get sipXacd maintained internally (we
have an elance dev working on that now), or look for a new platform.
-M
08/29/12 6:53 AM >>>
The problem with the old ACD, every time I tried to use it, was
that it was fragile. Do this, don't ever do that, etc... Any time
I tried to use it in a situation the customer (and then ultimately
me) had a bad experience.
If they can make it stable, and make it so you can transfer calls
out of queue that would be awesome.
Most people don't need a real ACD (even though they think they
want an ACD). What they need are fancy hunt groups which is
exactly what the 4.4 ACD does.
Work has begun on a new hunt group app that will hopefully
alleviate the need for an ACD in cases where it really isn't
needed. This will be based around some new code and involve a
B2BUA that can 'own' the call and then hunt out. This will be in
contrast to how hunt groups work now where it's a SIP messaging
nightmare.
Circular hunt groups, linear hunt groups, being able to ring the
same extension at more than one point in a hunt group are all
envisioned. At some point I'd even like to see users be able to
(from a phone or user portal) login/out of hunt groups, or only
ring certain users for different days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike
On Wed, Aug 29, 2012 at 6:21 AM, Matt White
Funny, the beep is one reason my customers wont move to
openACD. OpenACD for my customers that need a true ACD. The
old ACD worked well despite its bad rap.
We have a developer working on get sipXacd ported over to 4.6
so there is hope yet.
As to your specific issue, I don't think the tone is an audio
file, so you would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the
CallerID and DNID! In 4.4 ACD when a call arrives; an agent
would see a Queue name and the Line extention in CallerID but
in OpenACD even the DNID changes to agent extension number;
therefore prevents me from knowing what number was dialed!!
This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano
fyi - If you are referring to the existing ACD (not
openacd) I don't think any resources are going into it as
it is being removed in favor of the openacd integration
starting up in 4.6.
On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti
This could be a very old issue! I was wondering if
there is a way to remove the beep heard a short moment
after an agent picks up a call on ACD!! Thanks.
_______________________________________________
sipx-users mailing list
http://list.sipfoundry.org/archive/sipx-users/
--
~~~~~~~~~~~~~~~~~~
Tony Graziano, Manager
Telephone: [phone] <tel:[phone]>
Fax: [phone] <tel:[phone]>
~~~~~~~~~~~~~~~~~~
http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4
Ask about our Internet Fax services!
~~~~~~~~~~~~~~~~~~
Using or developing for sipXecs from SIPFoundry? Ask me
about sipX-CoLab 2013!
<http://sipxcolab2013.eventbrite.com/?discount=tony2013>
Telephone: [phone] <tel:[phone]>
Helpdesk Customers: http://myhelp.myitdepartment.net
Blog: http://blog.myitdepartment.net
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/
--
Michael Picher, Director of Technical Services
eZuce, Inc.
300 Brickstone Square
Suite 201
Andover, MA. 01810
O.978-296-1005 X2015 <tel:[phone]%20X2015>
M.207-956-0262 <tel:[phone]>
@mpicher <http://twitter.com/mpicher>
linkedin
<http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro>
www.ezuce.com <http://www.ezuce.com>
------------------------------------------------------------------------------------------------------------
There are 10 kinds of people in the world, those who understand
binary and those who don't.
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

[Todd Hodgen]

Awesome details Matt. Thanks for sharing.



From: sipx-users-***@list.sipfoundry.org
[mailto:sipx-users-***@list.sipfoundry.org] On Behalf Of Matt White
Sent: Friday, August 31, 2012 4:58 AM
To: Discussion list for users of sipXecs software
Subject: Re: [sipx-users] 4.4 ACD pickup Beep



The audio issue you mention is likely due to resources. There is no doubt
the ACD is a resource hog. Specifically CPU. Which odd as the rest of sipx
seems to be more RAM constrained.

We used to have issues with the choppy audio until we standardized our
platform with an ODM 3-4 years ago. The equipment we have used for the last
3-4 years has a Dual Core Core2 w/ 8GB of ram and an enterprise Intel SSD.
Its starting to get dated but even our largest call centers run well on
that.



I have not had any of the other issues you mentioned. But I will note we
never use the "presence" with the ACD. For us, its not needed. In a call
center, the people manning the phones are only their to answer ACD calls.
So unless they are on a current queue call....they shouldnt be on the phone.
The ACD then doesn't have to worry about subscribing to the presence of each
phone. It know when the queue call starts/ends.



Other than the ACD has been pretty straight forward for us. Only once in a
great while do we get the call thats stuck in the call stats and we have to
bounce the CDR. I'd say once every 6 months. But most of our customers get
a non-acd stuck call in the CDR about once every six months anyways.



They only consistent change we make to the acd to make it stable is to set a
local subnet under "internet" for 127.0.0.2 (in fact now we add the entire
127.0.0.0/24 subnet as local)

I think 127.0.0.1 is in by default but we cant even pick up queued calls
without 127.0.0.2 listed. We discovered that a few years back when 4.2 came
out....should be a thread on it. Traces showed the ACD would reference
127.0.0.2 and not 127.0.0.1 and it would think the call is natted and throw
the public natted ip in the response.



But I'm not sure if that is unique to us or not. We maintain our own builds
based on SLES so it may be in how we compile.



-M

On 8/30/2012 at 07:30 PM, in message

<CAEpO7ZwUGFuXu=2UKuwmVLuC1ekia+2L=***@mail.gmail.com>, Melcon
Moraes <***@gmail.com> wrote:


I am quite impressed with your success stories. :)



I used to have an ACD running pretty well on a 4.0.2 box. Now, I have some
4.4 boxes and all kinds of issues. Have you ever faced some of them?



- Audio issues. People complaining about chopping voice and noise. Indeed,
if I call the extension directly, without passing through ACD, there's a
noticeable difference in the audio quality.



- Realtime statistics - some calls that enter the queue and got picked up
never "leave" the queue. On sipxacd_events.log one can see the events
"enter-queue", "pick-up" and "terminate". Sometimes there is the "transfer"
event as well. Some calls never got the "terminate" event written on that
log. Then you have on Calls Statistics page calls with +70min long, when the
real call took only 3min.

- Routing to agent: still on the above example, ACD Presence shows the user
as idle but the ACDServer "thinks" the user is still not free. That agent
will never get a call again until you restart ACDServer.



- sipxacd.log is full of
"2012-08-30T18:44:02.139782Z":934039:KERNEL:NOTICE:sip.example.com:MpMedia:B
6BB1B90:sipxacd:"OsMsgQShared::doSendCore message queue
'mpStartUp::MpMisc.pSpkQ' is over half full - count = 12, max = 14"



+1 on what Todd Hodgen said about the best practices/tips.



Sorry to hijack the thread.



-

MM





On Wed, Aug 29, 2012 at 9:29 AM, Matt White <***@thesummit-grp.com>
wrote:

I've often heard it cited that the old ACD cant transfer out of the queue. I
think this is based on very old info....pre 4.2 days. We have no less than
hundreds of calls (if not thousands) across several customers sites sending
calls into queues and back out to non ACD extensions. ACD has preformed very
well for us and is very stable (i cant think of one ACD related
crash/issue). When it comes to transferring out of the queue, I'd say our
heaviest call center customer that has 23 agents and processes no less than
800 calls a day will transfer 50% of the calls from and agent out of the
queue to a regular extension. They even transfer ACD calls back out to
external numbers (hairpins).

In fact, we have a customer that has some pretty complex call flow in and
out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA
where they get custom options to keep holding etc. they then get transferred
back into a second ACD queue. This happens multiple times. Siptraces are
quite long because each call stays anchored in the queue which is great for
reporting.

Hunt groups do not provide was call centers want. Call center managers need
to run reports based on when an agent signed in/out; how long did they talk;
how long did they ring; how long are customers waiting in queues and how
many customers are stacking up in queues....

The distinctive tone as noted in this original thread and modified caller id
are also part of that need.

Hunt groups just dont preform these functions (if they did, they would be an
ACD and not a hunt group).

So for us, the bulk of our installations are call centers. As VOIP/SIP
becomes more common place its increasingly difficult to sell something that
just does call routing and voicemail...there is just so many cheap and
hosted solutions if thats all you need. Which is why are installations for
the last few years have moved up the stack to customers that have more
specialized needs.

So for us, our dilemma is get sipXacd maintained internally (we have an
elance dev working on that now), or look for a new platform.

-M
The problem with the old ACD, every time I tried to use it, was that it was
fragile. Do this, don't ever do that, etc... Any time I tried to use it in a
situation the customer (and then ultimately me) had a bad experience.



If they can make it stable, and make it so you can transfer calls out of
queue that would be awesome.



Most people don't need a real ACD (even though they think they want an ACD).
What they need are fancy hunt groups which is exactly what the 4.4 ACD does.




Work has begun on a new hunt group app that will hopefully alleviate the
need for an ACD in cases where it really isn't needed. This will be based
around some new code and involve a B2BUA that can 'own' the call and then
hunt out. This will be in contrast to how hunt groups work now where it's a
SIP messaging nightmare.



Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At some
point I'd even like to see users be able to (from a phone or user portal)
login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.



With the current workload I wouldn't expect anything until 4.8 though.



Thanks,

Mike

On Wed, Aug 29, 2012 at 6:21 AM, Matt White <***@thesummit-grp.com>
wrote:

Funny, the beep is one reason my customers wont move to openACD. OpenACD for
my customers that need a true ACD. The old ACD worked well despite its bad
rap.

We have a developer working on get sipXacd ported over to 4.6 so there is
hope yet.

As to your specific issue, I don't think the tone is an audio file, so you
would need to create a patch to remove it.

-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID and
DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name and
the Line extention in CallerID but in OpenACD even the DNID changes to agent
extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?

On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano
<***@myitdepartment.net> wrote:

fyi - If you are referring to the existing ACD (not openacd) I don't think
any resources are going into it as it is being removed in favor of the
openacd integration starting up in 4.6.

On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti <***@gmail.com> wrote:

This could be a very old issue! I was wondering if there is a way to remove
the beep heard a short moment after an agent picks up a call on ACD!!
Thanks.

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[Melcon Moraes]

Thanks for sharing, Matt. Does anyone else want to share something? - that
really sounds as if we were all part of the old-ACD supporting group, in a
group meeting :)

Just to be clear, when I said "ACD Presence" I meant the Features -> Agent
Status page, where you can even sign in/sign out agents. I'm not using
presence in the sense of subscribing to every and each phone.

Also, the call stuck happens only in the ACD Statistics. The CDRs are fine,
in that particularly case - I do have some calls stuck in CDR every once in
a while and a restart on CDR service takes care of that.

What about core dumps? I have some of them in my /var/log/sipxpbx and all
from sipxacd.

So, I just did a fresh 4.4 32bits install in a i3 quad-core, just to run
the ACD - this is a secondary server for ACD role only.

Whenever a calls come in, I got sipxacd.log full of
"2012-09-01T06:21:43.498193Z":28211:KERNEL:NOTICE:acd01.example.com:MpMedia:B6DB9B90:sipxacd:"OsMsgQShared::doSendCore
message queue 'mpStartUp::MpMisc.pSpkQ' is over half full - count = 12, max
= 14"

Am I the only one getting this log?


-
MM

Post by Matt White
The audio issue you mention is likely due to resources. There is no
doubt the ACD is a resource hog. Specifically CPU. Which odd as the rest
of sipx seems to be more RAM constrained.
We used to have issues with the choppy audio until we standardized our
platform with an ODM 3-4 years ago. The equipment we have used for the
last 3-4 years has a Dual Core Core2 w/ 8GB of ram and an enterprise Intel
SSD. Its starting to get dated but even our largest call centers run well
on that.
I have not had any of the other issues you mentioned. But I will note
we never use the "presence" with the ACD. For us, its not needed. In a
call center, the people manning the phones are only their to answer ACD
calls. So unless they are on a current queue call....they shouldnt be on
the phone. The ACD then doesn't have to worry about subscribing to the
presence of each phone. It know when the queue call starts/ends.
Other than the ACD has been pretty straight forward for us. Only once
in a great while do we get the call thats stuck in the call stats and we
have to bounce the CDR. I'd say once every 6 months. But most of our
customers get a non-acd stuck call in the CDR about once every six months
anyways.
They only consistent change we make to the acd to make it stable is to
set a local subnet under "internet" for 127.0.0.2 (in fact now we add the
entire 127.0.0.0/24 subnet as local)
I think 127.0.0.1 is in by default but we cant even pick up queued calls
without 127.0.0.2 listed. We discovered that a few years back when 4.2
came out....should be a thread on it. Traces showed the ACD would
reference 127.0.0.2 and not 127.0.0.1 and it would think the call is natted
and throw the public natted ip in the response.
But I'm not sure if that is unique to us or not. We maintain our own
builds based on SLES so it may be in how we compile.
-M

Post by Matt White

Post by Matt White

On 8/30/2012 at 07:30 PM, in message

I am quite impressed with your success stories. :)
I used to have an ACD running pretty well on a 4.0.2 box. Now, I have
some 4.4 boxes and all kinds of issues. Have you ever faced some of them?
- Audio issues. People complaining about chopping voice and noise.
Indeed, if I call the extension directly, without passing through ACD,
there's a noticeable difference in the audio quality.
- Realtime statistics - some calls that enter the queue and got picked
up never "leave" the queue. On *sipxacd_events.log* one can see the
events "enter-queue", "pick-up" and "terminate". Sometimes there is the
"transfer" event as well. Some calls never got the "terminate" event
written on that log. Then you have on Calls Statistics page calls with
+70min long, when the real call took only 3min.
- Routing to agent: still on the above example, ACD Presence shows the
user as idle but the ACDServer "thinks" the user is still not free. That
agent will never get a call again until you restart ACDServer.
- sipxacd.log is full of
"2012-08-30T18:44:02.139782Z":934039:KERNEL:NOTICE:sip.example.com:MpMedia:B6BB1B90:sipxacd:"OsMsgQShared::doSendCore
message queue 'mpStartUp::MpMisc.pSpkQ' is over half full - count = 12, max
= 14"
+1 on what Todd Hodgen said about the best practices/tips.
Sorry to hijack the thread.
-
MM

Post by Matt White
I've often heard it cited that the old ACD cant transfer out of the
queue. I think this is based on very old info....pre 4.2 days. We have no
less than hundreds of calls (if not thousands) across several customers
sites sending calls into queues and back out to non ACD extensions. ACD has
preformed very well for us and is very stable (i cant think of one ACD
related crash/issue). When it comes to transferring out of the queue, I'd
say our heaviest call center customer that has 23 agents and processes no
less than 800 calls a day will transfer 50% of the calls from and agent out
of the queue to a regular extension. They even transfer ACD calls back out
to external numbers (hairpins).
In fact, we have a customer that has some pretty complex call flow in and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an AA
where they get custom options to keep holding etc. they then get
transferred back into a second ACD queue. This happens multiple times.
Siptraces are quite long because each call stays anchored in the queue
which is great for reporting.
Hunt groups do not provide was call centers want. Call center managers
need to run reports based on when an agent signed in/out; how long did they
talk; how long did they ring; how long are customers waiting in queues and
how many customers are stacking up in queues....
The distinctive tone as noted in this original thread and modified caller
id are also part of that need.
Hunt groups just dont preform these functions (if they did, they would be
an ACD and not a hunt group).
So for us, the bulk of our installations are call centers. As VOIP/SIP
becomes more common place its increasingly difficult to sell something that
just does call routing and voicemail...there is just so many cheap and
hosted solutions if thats all you need. Which is why are installations for
the last few years have moved up the stack to customers that have more
specialized needs.
So for us, our dilemma is get sipXacd maintained internally (we have an
elance dev working on that now), or look for a new platform.
-M
The problem with the old ACD, every time I tried to use it, was that it
was fragile. Do this, don't ever do that, etc... Any time I tried to use it
in a situation the customer (and then ultimately me) had a bad experience.
If they can make it stable, and make it so you can transfer calls out
of queue that would be awesome.
Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the 4.4
ACD does.
Work has begun on a new hunt group app that will hopefully alleviate
the need for an ACD in cases where it really isn't needed. This will be
based around some new code and involve a B2BUA that can 'own' the call and
then hunt out. This will be in contrast to how hunt groups work now where
it's a SIP messaging nightmare.
Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At
some point I'd even like to see users be able to (from a phone or user
portal) login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike

Post by Matt White
Funny, the beep is one reason my customers wont move to openACD.
OpenACD for my customers that need a true ACD. The old ACD worked well
despite its bad rap.
We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.
As to your specific issue, I don't think the tone is an audio file, so
you would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID
and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name
and the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <

fyi - If you are referring to the existing ACD (not openacd) I don't
think any resources are going into it as it is being removed in favor of
the openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call
on ACD!! Thanks.
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~~~~~~~~~~~~~~~~~~
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Ask about our Internet Fax services!
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O.978-296-1005 X2015
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[Tony Graziano]

Yes, hunt groups need a workover and it is a welcome change. The same
concept might ultimately apply to call parking but there are other methods
besides a b2b service to tackle that. Conceptually, a B2BUA (as a hunt
group service) is more ideal than what we have now and I for one will help
as I can when it comes time to focus on it.

Please post the relevant JIRA stuff so we can track it and assist when the
time comes!

Post by Michael Picher
The problem with the old ACD, every time I tried to use it, was that it
was fragile. Do this, don't ever do that, etc... Any time I tried to use
it in a situation the customer (and then ultimately me) had a bad
experience.
If they can make it stable, and make it so you can transfer calls out of
queue that would be awesome.
Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the 4.4
ACD does.
Work has begun on a new hunt group app that will hopefully alleviate the
need for an ACD in cases where it really isn't needed. This will be based
around some new code and involve a B2BUA that can 'own' the call and then
hunt out. This will be in contrast to how hunt groups work now where it's
a SIP messaging nightmare.
Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned. At
some point I'd even like to see users be able to (from a phone or user
portal) login/out of hunt groups, or only ring certain users for different
days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike

Post by Matt White
Funny, the beep is one reason my customers wont move to openACD. OpenACD
for my customers that need a true ACD. The old ACD worked well despite its
bad rap.
We have a developer working on get sipXacd ported over to 4.6 so there is hope yet.
As to your specific issue, I don't think the tone is an audio file, so
you would need to create a patch to remove it.
-m
Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID
and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name
and the Line extention in CallerID but in OpenACD even the DNID changes to
agent extension number; therefore prevents me from knowing what number was
dialed!! This was my primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano <

Post by Tony Graziano
fyi - If you are referring to the existing ACD (not openacd) I don't
think any resources are going into it as it is being removed in favor of
the openacd integration starting up in 4.6.

Post by Ali Dashti
This could be a very old issue! I was wondering if there is a way to
remove the beep heard a short moment after an agent picks up a call on
ACD!! Thanks.
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Ask about our Internet Fax services!
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Ask about our Internet Fax services!
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[Jan Fricke]

I remember your problem. I had it too some time ago.



Take a look at

https://github.com/dhubler/sipxecs/blob/master/sipXacd/src/RingbackTone.h



Maybe you can put an empty array there? But there is no audio file which
can be replaced by an empty file.



_____________________________
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*IANT -
APPLIED NGN-TECHNOLOGIES

**Turn-Key VoIP/UC Solutions and More...


*Fon: [phone]
Fax: [phone]
Mail: ***@iant.de
Web: www.iant.de <http://www.iant.de/en/startseite>


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IANT is Member of GROUPLINK <http://www.grouplink.de/>





*Von:* sipx-users-***@list.sipfoundry.org [mailto:
sipx-users-***@list.sipfoundry.org] *Im Auftrag von *Ali Dashti
*Gesendet:* Dienstag, 28. August 2012 14:55
*An:* Discussion list for users of sipXecs software
*Betreff:* [sipx-users] 4.4 ACD pickup Beep



This could be a very old issue! I was wondering if there is a way to remove
the beep heard a short moment after an agent picks up a call on ACD!!
Thanks.

[Jan Fricke]

Sorry I think it was not the Ringback tone.



https://github.com/dhubler/sipxecs/blob/master/sipXacd/src/ConfirmShortTone.h

or

https://github.com/dhubler/sipxecs/blob/master/sipXacd/src/ConfirmationTone.h



Regards



Jan



_____________________________
Jan Fricke (B.Sc.)

*IANT -
APPLIED NGN-TECHNOLOGIES

**Turn-Key VoIP/UC Solutions and More...


*Fon: [phone]
Fax: [phone]
Mail: ***@iant.de
Web: www.iant.de <http://www.iant.de/en/startseite>


IANT is eZuce <http://www.ezuce.com/> Elite Partner for EMEA

IANT is Member of GROUPLINK <http://www.grouplink.de/>





*Von:* sipx-users-***@list.sipfoundry.org [mailto:
sipx-users-***@list.sipfoundry.org] *Im Auftrag von *Ali Dashti
*Gesendet:* Dienstag, 28. August 2012 14:55
*An:* Discussion list for users of sipXecs software
*Betreff:* [sipx-users] 4.4 ACD pickup Beep



This could be a very old issue! I was wondering if there is a way to remove
the beep heard a short moment after an agent picks up a call on ACD!!
Thanks.