strategy
The strategy defines how calls are distributed in a queue. A table of different strategies can be found below.
- ring-all: Rings all agents simultaneously.（全响）
全部坐席响铃。 - longest-idle-agent: Rings the agent who has been idle the longest taking into account tier level.（空闲时间）
下面是longest-idle-agent模式派话使用的SQL，通过分析下面的SQL，可以看出是 根据tiers.level,agents.last_bridge_end,tiers.position这3个参数来排序的。last_bridge_end是坐席最后通话结束时间。
| ``` SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, agents.last_bridge_end, position
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- round-robin: Rings the agent in position but remember last tried agent.（循环）
下面是round-robin模式派话使用的SQL，通过分析下面的SQL，可以看出是按照 tiers_level 从小到大, tiers_position 从小到大,agents_last_offered_call 从小到大 循环分配坐席的。 。agents.last_offered_call是最近一次呼叫坐席的时间。
| ``` SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') AND tiers.position > (SELECT tiers.position FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1) AND tiers.level = (SELECT tiers.level FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1) UNION SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | 复制代码
- top-down: Rings the agent in order position starting from 1 for every member.（指定开始位置）
通道变量 cc_last_agent_tier_level 和 cc_last_agent_tier_position 默认值为0.
查找座席的排序算法为，先查找 level 等于 cc_last_agent_tier_level ，position 大于 cc_last_agent_tier_position 的坐席，然后按照 tiers_level , tiers_position , agents_last_offered_call 排序所有坐席。
| ``` SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') AND tiers.position > 0 AND tiers.level = 0 UNION SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | 复制代码
- agent-with-least-talk-time: Rings the agent with least talk time.（通话时间）
按照tiers.level,agents.talk_time,tiers.position排序坐席。agents.talk_time是坐席的通话时间。
启动或者坐席签入时agents.talk_time会复位为0.
| ``` SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, agents.talk_time, position
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | 复制代码
- agent-with-fewest-calls: Rings the agent with fewest calls.（通话次数）
按照tiers.level,agents.calls_answered,tiers.position排序坐席。agents.calls_answered是坐席的通话次数。
启动或者坐席签入时agents.calls_answered会复位为0. - sequentially-by-agent-order: Rings agents sequentially by tier & order.（顺序）
按照 tiers_level , tiers_position , agents_last_offered_call 排序所有坐席
| ``` SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, position, agents.last_offered_call
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | 复制代码
- random: Rings agents in random order.（随机）
按照tiers.level顺序然后随机排序。
如果连接mysql数据库，mod_callcenter.源代码需要修改一下。
| ``` 2550 sql_order_by = switch_mprintf("level, random()"); 修改为 2550 sql_order_by = switch_mprintf("level, rand()");
| -------------------------------------------------------------------------------------------------------------------------- | 派话SQL | ``` SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, random() ``` | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | 复制代码
- ring-progressively: Rings agents in the same way as top-down, but keeping the previous members ringing (it basically leads to ring-all in the end).（渐进）
按照tiers.level和tiers.position排序坐席。每 ring_progressively_delay 秒，增加分配一个坐席。
派话SQL
| ``` SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, position
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | 默认值*longest-idle-agent*. 复制代码
moh-sound
The system will playback whatever you specify to incoming callers. You can use any type of input here that is supported by the FreeSWITCH playback system:
- A direct path to a .wav file will play in a loop indefinitely.
- The local stream, e.g. (local_stream://moh) or use $${hold_music} as defined in the default configuration.
- The FreeSWITCH phrase system, e.g., (phrase:my-special-phrase). (I use this to play multiple prompts after each other.)
- A tone stream as with ringing, e.g., (tone_stream://${us-ring};loops=-1).
等待音乐，通道变量cc_moh_override可以覆盖这个设置。
announce-sound
坐席没接听之前周期性播放的通知声音，比如（现在是电话高峰期，请你耐心等待。）
announce-frequency
announce-sound 的播放周期，单位秒。注意播放声音文件的时间也包含在内。
record-template
Use the record-template to save your recording wherever you would like on the filesystem. It’s not uncommon for this setting to start with “$${base_dir}/recordings/“. Whatever directory you choose, make sure it already exists and that FreeSWITCH has the required permissions to write to it.
time-base-score
When a caller goes into a queue, we can add to their base score the total number of seconds they have been in the system. This enables the caller to get in front of other callers by the amount of time they have already spent waiting elsewhere.
The time-base-score param in a queue can be set as ‘queue’ (base score counts only the time the caller is in this queue) or ‘system’ (base score accounts for the total time of the call).
This can be either ‘queue’ or ‘system’ (queue is the default). If set to system, it will add the number of seconds since the call was originally answered (or entered the system) to the caller’s base score. Raising the caller’s score allows them to receive priority over other calls that might have been in the queue longer but not in the system as long. If set to queue, you get the default behavior, i.e., nobody’s score gets increased upon entering the queue (regardless of the total length of their call).
默认值 queue 。为 queue 时，数据库members.base_score值是 进入队列的时间+cc_base_score。为 system 时members.base_score值是 应答时间+cc_base_score。\
| ``` /* Add manually imported score / if (cc_base_score) { cc_base_score_int += atoi(cc_base_score); } / If system, will add the total time the session is up to the base score */ if (!switch_strlen_zero(start_epoch) && !strcasecmp("system", queue->time_base_score)) { cc_base_score_int += ((long) local_epoch_time_now(NULL) - atol(start_epoch)); }
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#ring-progressively-delay "ring-progressively-delay")ring-progressively-delay Default to 10. The value is in seconds, and it will define the delay to wait before starting call to the next agent when using the ‘ring-progressively’ queue strategy. strategy等于[ring-progressively](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/ring-progressively)时，增加坐席间隔。默认10秒。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#tier-rules-apply "tier-rules-apply")tier-rules-apply Can be True or False. This defines if we should apply the following tier rules when a caller advances through a queue’s tiers. If False, they will use all tiers with no wait. 是否启动tier规则，默认值False。启动等级规则后，需要等待一定时间后，才会分配高等级的坐席。下面是mod_callcenter.c的实现代码。\ | ``` /* Check if we switch to a different tier, if so, check if we should continue further for that member */ if (cbt->tier_rules_apply == SWITCH_TRUE && atoi(agent_tier_level) > cbt->tier) { /* Continue if no agent was logged in in the previous tier and noagent = true */ if (cbt->tier_rule_no_agent_no_wait == SWITCH_TRUE && cbt->tier_agent_available == 0) { cbt->tier = atoi(agent_tier_level); /* Multiple the tier level by the tier wait time */ } else if (cbt->tier_rule_wait_multiply_level == SWITCH_TRUE && (long) local_epoch_time_now(NULL) - atol(cbt->member_joined_epoch) >= atoi(agent_tier_level) * (int)cbt->tier_rule_wait_second) { cbt->tier = atoi(agent_tier_level); cbt->tier_agent_available = 0; /* Just check if joined is bigger than next tier wait time */ } else if (cbt->tier_rule_wait_multiply_level == SWITCH_FALSE && (long) local_epoch_time_now(NULL) - atol(cbt->member_joined_epoch) >= (int)cbt->tier_rule_wait_second) { cbt->tier = atoi(agent_tier_level); cbt->tier_agent_available = 0; } else { /* We are not allowed to continue to the next tier of agent */ return 1; } } cbt->tier_agent_available++; ``` | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#tier-rule-wait-second "tier-rule-wait-second")tier-rule-wait-second The time in seconds that a caller is required to wait before advancing to the next tier. This will be multiplied by the tier level if tier-rule-wait-multiply-level is set to True. If tier-rule-wait-multiply-level is set to false, then after tier-rule-wait-second’s have passed, all tiers are open for calls in the tier-order and no advancement (in terms of waiting) to another tier is made. 等待时间。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#tier-rule-wait-multiply-level "tier-rule-wait-multiply-level")tier-rule-wait-multiply-level Can be True or False. If False, then once tier-rule-wait-second is passed, the caller is offered to all tiers in order (level/position). If True, the tier-rule-wait-second will be multiplied by the tier level and the caller will have to wait on every tier tier-rule-wait-second’s before advancing to the next tier. 为True时，等待时间大于 `tier-rule-wait-second` * `tier.level` 才会分配下一个等级的坐席。为False时，等待时间大于 `tier-rule-wait-second` 才会分配下一个等级的坐席。默认值False。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#tier-rule-no-agent-no-wait "tier-rule-no-agent-no-wait")tier-rule-no-agent-no-wait Can be True or False. If True, callers will skip tiers that don’t have agents available. Otherwise, they are be required to wait before advancing. Agents must be logged off to be considered not available. 最低level等级没有坐席是不用等待。默认值:False。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#discard-abandoned-after "discard-abandoned-after")discard-abandoned-after The number of seconds before we completely remove an abandoned member from the queue. When used in conjunction with abandoned-resume-allowed, callers can come back into a queue and resume their previous position. 未被坐席接通的排队信息保存时间，默认值60秒。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#abandoned-resume-allowed "abandoned-resume-allowed")abandoned-resume-allowed Can be True or False. If True, a caller who has abandoned the queue can re-enter and resume their previous position in that queue. In order to maintain their position in the queue, they must not abandoned it for longer than the number of seconds defined in ‘discard-abandoned-after’. 根据caller_id_number恢复之前的排队信息，默认False。 详解：如果上一次加入对列，未被坐席接听就挂断了，再次呼叫时可以恢复上次的排队信息，被更优先的分配到坐席。*discard-abandoned-after* 之前的信息是不能恢复的。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#max-wait-time "max-wait-time")max-wait-time Default to 0 to be disabled. Any value are in seconds, and will define the delay before we quit the callcenter application IF the member haven’t been answered by an agent. Can be used for sending call in voicemail if wait time is too long. 最大等待时间，单位秒。默认值0，就是禁用这个设置。例如，超过3分钟没坐席接听可以转到IVR或者语音信箱。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#max-wait-time-with-no-agent "max-wait-time-with-no-agent")max-wait-time-with-no-agent Default to 0 to be disabled. The value is in seconds, and it will define the amount of time the queue has to be empty (without logged agents, on a call or not) before we disconnect all members. This principle protects kicking all members waiting if all agents are logged off by accident. 队列为空时的最大等待时间。单位秒，默认值0，就是禁用这个设置。 什么是队列为空：队列没有坐席状态([Agent Status](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#Agent-Status))是 *Available* 、 *Available (On Demand)* 、 *On Break* 的坐席。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#max-wait-time-with-no-agent-time-reached "max-wait-time-with-no-agent-time-reached")max-wait-time-with-no-agent-time-reached Default to 5. Any value are in seconds, and will define the length of time after the max-wait-time-with-no-agent is reached to reject new caller. This allow for kicking caller if no agent are logged in for over 5 seconds, but new caller after that 5 seconds is reached can have a lower limit. `max-wait-time-with-no-agent`不为0时这个值才有效，最小的等待时间为`max-wait-time-with-no-agent+max-wait-time-with-no-agent-time-reached`，默认值5。设置0就是禁用这个设置。 参数作用：为了解决加入队列时，队列就为空时`queue->last_agent_exist`为0，`queue->last_agent_exist_check - queue->last_agent_exist`无法计算队列空闲时间，进行第二次判段， `queue->last_agent_exist_check - m->t_member_called` 的结果是加入队列总共时间，当加入队列总时间大于`max-wait-time-with-no-agent+max-wait-time-with-no-agent-time-reached`，就离开队列。\ | ``` /* Make the Caller Leave if he went over his max wait time */ if (queue->max_wait_time > 0 && queue->max_wait_time <= time_now - m->t_member_called) { switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait time\n", m->member_cid_name, m->member_cid_number, m->queue_name); m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_TIMEOUT; switch_channel_set_flag_value(member_channel, CF_BREAK, 2); } /* Check if max wait time no agent is Active AND if there is no Agent AND if the last agent check was after the member join */ if (queue->max_wait_time_with_no_agent > 0 && queue->last_agent_exist_check > queue->last_agent_exist && m->t_member_called <= queue->last_agent_exist_check) { /* Check if the time without agent is bigger or equal than out threshold */ if (queue->last_agent_exist_check - queue->last_agent_exist >= queue->max_wait_time_with_no_agent) { /* Check for grace period with no agent when member join */ if (queue->max_wait_time_with_no_agent_time_reached > 0) { /* Check if the last agent check was after the member join, and we waited atless the extra time */ if (queue->last_agent_exist_check - m->t_member_called >= queue->max_wait_time_with_no_agent_time_reached + queue->max_wait_time_with_no_agent) { switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait of %d sec. with no agent plus join grace period of %d sec.\n", m->member_cid_name, m->member_cid_number, m->queue_name, queue->max_wait_time_with_no_agent, queue->max_wait_time_with_no_agent_time_reached); m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT; switch_channel_set_flag_value(member_channel, CF_BREAK, 2); } } else { switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait of %d sec. with no agent\n", m->member_cid_name, m->member_cid_number, m->queue_name, queue->max_wait_time_with_no_agent); m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT; switch_channel_set_flag_value(member_channel, CF_BREAK, 2); } } } ``` | | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#agent-no-answer-status "agent-no-answer-status")[agent-no-answer-status]() 如果坐席不应答次数超过[max-no-answer](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#max-no-answer)(Agent中设置)，则设置坐席的状态为 *agent-no-answer-status* 的值。默认值 *On Break* 。其他值请参考[Agent Status](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/Agent-Status)。 #### [](http://www.ddrj.com/blogs/2021/11/20/mod-callcenter/index.html#skip-agents-with-external-calls "skip-agents-with-external-calls")skip-agents-with-external-calls 跳过有外部呼叫的座席，默认值true。意思就是如果一个坐席在呼出电话，或者接听不是mod_callcenter分配的电话时，是否跳过它，不分配话务给这个坐席。 仅仅设置这个参数，还是实现不了上面说的功能的，还需要`callcenter_track`这个app配合才可以。比如 1001坐席呼出时先执行一下`callcenter_track`。\ | ``` <action application="callcenter_track" data="1001@default"/> <action application="bridge" data="sofia/external/138XXXXXXXXX@sipserver"/> ``` | | ------------------------------------------------------------------------------------------------------------------------------------------------- 复制代码
