Distributed ACD Queues

["Matt Florell" <astmattf (at) gmail.com>]

Hello,

We are doing distributed ACD with Asterisk, but not using Asterisk
Queues. It proved near impossible when we tried to get it to work so
we wrote our own multi-server queue system into VICIDIAL. Been using
it for over 2 years now in production. Not as full-featured as
Asterisk Queues on the server side for inbound, but it works well
across multiple servers even with agents and trunks on separate
servers.

http://astguiclient.sourceforge.net/vicidial.html

MATT---

On 6/15/06, Douglas Garstang <dgarstang (at) oneeighty.com> wrote:
> It seems that I am having a heck of a time explaining my attempts at
> distributing ACD Queues to the list. Here's one little problem, that's only
> a piece of the puzzle.
>
> dundi.conf:
> 180q =>
> global_dundi_q_pbx1,100,IAX,dundi1:${SECRET} (at) ${IPADDR}/${NUMBER},nopartial
> 180q =>
> global_dundi_q_pbx2,200,IAX,dundi2:${SECRET} (at) ${IPADDR}/${NUMBER},nopartial
> 180q =>
> global_dundi_q_pbx3,300,IAX,dundi3:${SECRET} (at) ${IPADDR}/${NUMBER},nopartial
>
> extensions.conf(PBX1):
> [global_dundi_q_pbx1]
> include => one_queue_acd
> [global_dundi_q_pbx2]
> [global_dundi_q_pbx3]
>
>
> extensions.conf(PBX2):
> [global_dundi_q_pbx1]
>
> [global_dundi_q_pbx2]
> include => one_queue_acd
> [global_dundi_q_pbx3]
>
>
> extensions.conf(PBX3):
> [global_dundi_q_pbx1]
>
> [global_dundi_q_pbx2]
> [global_dundi_q_pbx3]
> include => one_queue_acd
>
> [one_queue_acd]
> exten => 2944000,1,....
>
> Our polycom phones are registering to a primary Asterisk system. It's
> ESSENTIAL that queue calls for a given company go to the SAME box as the
> phones are registered to. Queues won't work correctly if they're are split
> between servers.
>
> If a phone registered to pbx1 wants to call the queue at 2944000, the call
> comes into pbx1. If I do a dundi lookup on that number on the console I get
> this:
>
> hestia*CLI> dundi lookup 2944000 (at) 180q
>   1.   200
> IAX2/dundi2:cx8tTjXAoQaPfr9V+C6EWw (at) xxx.187.142.204/oe_main
> (EXISTS)
>      from 00:0e:0c:a1:90:82, expires in 0 s
>   2.   300
> IAX2/dundi3:zGFQTD6qixAkSNVpQkviQw (at) xxx.187.142.232/oe_main
> (EXISTS)
>      from 00:0e:0c:a1:92:6f, expires in 0 s
> DUNDi lookup completed in 63 ms
>
> If I do the dundi lookup in the dialplan, all I get is
> "IAX2/dundi2:cx8tTjXAoQaPfr9V+C6EWw (at) xxx.187.142.204/oe_main"
> with no weight. DUNDi never returns local matches (with a weight of 100 in
> this case). which is a problem. The result I get from the DUNDi lookup in
> the dialplan is a string that points to the SECONDARY server. I don't want
> to send the call to the secondary server!!!
>
> I could first do a local lookup with ChanIsAvail and look in the correct
> context (global_dundi_q_pbx1 etc) to see if the number is local first.
> However, this is tricky as we're trying to maintain a common dialplan
> between all our servers. I'd therefore have to probe the system by executing
> an external command and pulling the hostname or something just so I know
> which context to look in.
>
> I'm guessing no one has tried to distribute acd queues before...
>
>
>
>
>
>
>
>
>
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