Skip to main content

Adding Listen, Whisper, and Barge to FreePBX or Asterisk

 

If you are running a call center on FreePBX or Asterisk, most likely you will want the ability to listen in on agents calls, also known as joining multiple calls, or connected two calls to a manager, or other variations of barging in on a bridged channel.

For the purpose of this article, we will define manager as the callee who is the spying channel, agent who is the spied-on channel, and client who is the bridged channel / 3rd party. We define listen, whisper, and barge as follows:

Listen: Monitor an agents call. The manager can hear both the agent and client channels, but no-one can hear the manager.

Whisper:  Whisper to the agent. The manager can hear both the agent and client channels, and the agent can also hear the manager, but the client can only hear the agent, hence “whisper.”

Barge: Barge in on both channels. The manager channel is joined onto the agent and client channels, and all parties can hear each other. Be warned, if the original agent leaves the call, the call is dropped. This is not a 3-way call.
(However you can barge in, and when comfortable, initiate a 3way call to your extension so you can continue the call without the agent. This procedure varies from client to client (soft/hard phones))

One more note: We can also provide 3-way calling [live transfer] services on the server side, however this is outside the scope of this document. Please contact us for details.

Enough chit-chat, let’s get to the dialplan!

Note: In newer versions of FreePBX, custom includes are disabled by default.
This means that the new “ext-local-custom” context’s that we are about to create won’t be imported into the PBX “Brain”. To fix this, go to :
Settings->Advanced Settings
Find the “Dialplan and Operational” section, and change Disable -custom Context Includes? to False.
Be sure to click on the little checkbox that appears to the right to save the setting, then Apply Settings to rebuild the files. This is required or else the ext-local-custom context that we add won’t be included into the engine.

This should be placed in /etc/asterisk/extensions_custom.conf for FreePBX
[ext-local-custom]

;listen
exten => _*222x.#,1,Macro(user-callerid,)
exten => _*222x.#,n,Answer
exten => _*222x.#,n,NoCDR
exten => _*222x.#,n,Wait(1)
exten => _*222x.#,n,ChanSpy(sip/${EXTEN:4},q)
exten => _*222x.#,n,Hangup

;whisper
exten => _*223x.#,1,Macro(user-callerid,)
exten => _*223x.#,n,Answer
exten => _*223x.#,n,NoCDR
exten => _*223x.#,n,Wait(1)
exten => _*223x.#,n,ChanSpy(sip/${EXTEN:4},qw)
exten => _*223x.#,n,Hangup

;barge
exten => _*224x.#,1,Macro(user-callerid,)
exten => _*224x.#,n,Answer
exten => _*224x.#,n,NoCDR
exten => _*224x.#,n,Wait(1)
exten => _*224x.#,n,ChanSpy(SIP/${EXTEN:4},qB)
exten => _*224x.#,n,Hangup

Comments

Post a Comment

Popular posts from this blog

Vicidial Scratch installation Alma -9

Step 1 – Download the dependencies   hostnamectl set-hostname xxxxxx.xxxxx.xxx ### Use YOUR SubDomain vi /etc/hosts ##Change domain name for actual server ip (xxx.xxx.xxx.xxx   complete domain name    subdomain only) timedatectl set-timezone Asia/Kolkata yum check-update yum update -y yum -y install epel-release yum update -y yum install git -y yum install -y kernel* sudo dnf install kernel-devel-$(uname -r) -y #Disable SELINUX sed -i 's/SELINUX=enforcing/SELINUX=disabled/g' /etc/selinux/config     reboot Step 2 – Run the Script cd /usr/src/ git clone https://github.com/manish23k/vicidial-install-scripts cd vicidial-install-scripts ####For PHP 7.4 use this script. chmod +x alma-rocky9-ast16.sh ./alma-rocky9-ast16.sh Or the Asterisk 18 version: chmod +x alma-rocky9-ast18.sh ./alma-rocky9-ast18.sh ####For PHP 8 use this script. chmod +x main-installer-php8.sh ./main-installer-php8.sh
Post a Comment
Read more

How to delete old call logs and other logs in vicidial or goautodial.

Step 1 : SSH to the server using the Putty Step 2:   login to mysql by typing   mysql -p                    (if you dont know password try below command )               mysql -ucron -p1234 Step 3 : select the asterisk database by typing               use asterisk step 4: Run the below command to check total disk occupied by asterisk database                SELECT table_schema AS "asterisk", ROUND(SUM(data_length + index_length) / 1024 / 1024, 2) AS "Size (MB)" FROM information_schema.TABLES GROUP BY table_schema; Step 5 : Run the below command to check disk space consumed by each table in asterisk database SELECT table_name AS "Table", ROUND(((data_length + index_length) / 1024 / 1024), 2) AS "Size (MB)" FROM information_schema.TABLES WHERE table_schema = "asterisk" ORDER BY (data_length + inde...
Post a Comment
Read more

Alma 9 Vicidial Selfsign Webrtc

I am going to provide step by step guide to integrate, enable and configure the viciphone(a webrtc phone) in vicidial (also applicable to any vicidial based system) using the Self Signed SSL Certificate ,ie without a public-ip and FQDN or accessing the vicidial with internal LAN IP. 1️⃣ Install OpenSSL (if not installed) sudo dnf install -y openssl 2️⃣ Generate a Private Key openssl genpkey -algorithm RSA -out selfsigned.key -pkeyopt rsa_keygen_bits:2048 3️⃣ Create a Certificate Signing Request (CSR) openssl req -new -key selfsigned.key -out selfsigned.csr It will prompt you for details like: Country Name (e.g., IN ) State or Province (e.g., Gujarat ) Locality (City) Organization Name Common Name (Domain, e.g., example.com or your server IP) Email Address You can use localhost or an IP address if needed. 4️⃣ Generate a Self-Signed Certificate openssl x509 -req -days 365 -in selfsigned.csr -signkey selfsigned.key -out selfsigned.crt -days 365 → Valid for 1 year (Adjust as needed) ...
Post a Comment
Read more