Sending notifications of missed calls from Asterisk

In this post I will tell you about the possibilities of sending notifications about missed calls using Asterisk. I will try to give simple examples of configuration and expand on this topic in more detail, then you can experiment at your discretion or needs. Asterisk offers quite ample opportunities for solving various tasks, so the same task can be solved in different ways, the main result is the stable operation of your services.

Sending a report of a missed call by email

What we have:
The incoming multichannel line with the number +7 (495) 1234567, IVR, 4 operators in the call queue.
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Tasks:
1. Send a report of the missed call, indicating the number of the caller, the time of the call and the waiting time on the line.
2. If the subscriber waited on the line for more than 10 seconds and for some reason hung up the phone without waiting for the operator to respond, we send a report of the missed call.
3. Enter in the database (in the current MySQL example) the data on which operator in the queue answered the call and record the time at which the conversation was completed.



As a solution, I will give an example of a configuration (one of the possible solutions), with comments on the most interesting points in my opinion.
Here is the IVR configuration of working time + call queue:

[globals] CIDFILE=/etc/asterisk/inc-calls/call-noanswer SQLHOST=db.domain.ru SQLUSER=asterisksql SQLPASS=Gt6Rju8FkS SQLDB=asteriskdb IVRWORK=custom/IVR_company_wav [incoming-74951234567] exten => h,1,Set(WAITTIME=10) exten => h,n,Set(CTALL=$[${CDR(duration)}]) exten => h,n,Set(CTANSWER=$[${CDR(billsec)}]) exten => h,n,Set(CTDTIME=$[${CTALL}-${CTANSWER}]) exten => h,n,NoOP(${CDR(disposition)}) exten => h,n,NoOP(${CTDTIME}) exten => h,n,GotoIf($["${CDR(disposition)}" = "NO ANSWER"]?timecheck:n1) exten => h,n(n1),GotoIf($["${CDR(disposition)}" = "BUSY"]?timecheck:n2) exten => h,n(n2),GotoIf($["${CDR(disposition)}" = "FAILED"]?timecheck:n3) exten => h,n(n3),GotoIf($["${CDR(disposition)}" = "ANSWERED"]?n4:misscall) exten => h,n(n4),MYSQL(Connect connid ${SQLHOST} ${SQLUSER} ${SQLPASS} ${SQLDB}) exten => h,n,MYSQL(Query resultid ${connid} UPDATE office_calls SET active=0 WHERE asterisk_id='${QID}') exten => h,n,MYSQL(Clear ${resultid}) exten => h,n,MYSQL(Disconnect ${connid}) exten => h,n(hang),Hangup() exten => h,n(timecheck),GotoIf($[${CTDTIME} > ${WAITTIME}]?misscall:hang) exten => h,n(misscall),Goto(noanswer,s,1) exten => s,1,NoOp(${CALLERID(num)}) exten => s,n,Set(CALLID=74951234567) exten => s,n,Set(CALLER=${CALLERID(num)}) exten => s,n,Set(__QID=${CDR(uniqueid)}) exten => s,n(begin),GotoIfTime(10:00-22:00,mon-sat,*,*?workdays:outofoffice) exten => s,n(workdays),NoOp(Incoming CALL from ${CALLERID(num)} to ${EXTEN}) exten => s,n,Answer() exten => s,n,ResetCDR(w) exten => s,n,Wait(1) exten => s,n,Background(${IVRWORK}) exten => s,n,Queue(operators,t,,,300,,startflag1) exten => s,n,NoOp(${DIALSTATUS}) exten => s,n,Goto(noanswer,s,1) exten => s,n,Hangup() 

Please note that if IVR is working and you need to know the exact waiting time of the subscriber on the line (otherwise, the time that the subscriber listened to the voice menu will also count), then you need to add ResetCDR (w) after Answer (). Another interesting point is that we need to write to the database as soon as the operator in the queue answers the call — the startflag1 macro will help us, which will be executed as soon as any operator in the queue answers the call.
It's all quite simple, if the call is not answered, go to the noanswer context, which looks like this:

 [noanswer] exten => s,1,NoOp(UID CALL: ${UNIQUEID} / DATE: ${STRFTIME(${EPOCH},,%Y%m%d-%H%M%S)})) exten => s,n,Set(RANDOM=${RAND(1000,9999)}) exten => s,n,Set(COUNT=${DB(fwcid2/count)}) exten => s,n,GotoIf($[${ISNULL(${COUNT})}]?:nextstep) exten => s,n,Set(DB(fwcid2/count)=1) exten => s,n,NoOp() exten => s,n,NoOp(UNIQID = ${COUNT}) exten => s,n,Set(COUNT=$[${COUNT} + 1]) exten => s,n,Set(DB(fwcid2/count)=${COUNT}) exten => s,n,System(echo "    +7${CALLERID(NUM)}  ${STRFTIME(${EPOCH},,%H:%M)}" > ${CIDFILE}-${CALLERID(NUM)}-${COUNT}) exten => s,n,System(echo "" >> ${CIDFILE}-${CALLERID(NUM)}-${COUNT}) exten => s,n,System(echo "      ${CTDTIME} " >> ${CIDFILE}-${CALLERID(NUM)}-${COUNT}) exten => s,n,System(echo "hello" | mutt -x -s "+74951234567:   ${STRFTIME(${EPOCH},,%d.%m.%Y)} ${STRFTIME(${EPOCH},,%H:%M)}" -e "set from="voip@domain.ru"" -e 'set realname='Asterisk'' voip@domain.ru < ${CIDFILE}-${CALLERID(NUM)}-${COUNT}) exten => s,n,System(/bin/rm -f ${CIDFILE}-${CALLERID(NUM)}-${COUNT}) exten => s,n,Hangup() 

$ {STRFTIME ($ {EPOCH} ,,% H:% M)} - call arrival time.
$ {CALLERID (NUM)} - the number of the caller.
$ {COUNT} - for the most part, an example of working with ASTBD, the value of a variable is added to the end of the created file to make it unique, in case a call arrives from the same number at the same time.

Now about adding records to the MySQL table.
$ {SQLHOST / SQLUSER / SQLPASS / SQLD} - I defined these variables in the globals section.
$ {QID} is a variable that we pass to the macro, having previously defined it when an incoming call is 'Set (__ QID = $ {CDR (uniqueid)})'. Notice the two leading underscores, which allow you to inherit a variable in the macro-startflag1 macro.

 [macro-startflag1] exten => s,1,Set(CALLID=74951234567) exten => s,n,MYSQL(Connect connid ${SQLHOST} ${SQLUSER} ${SQLPASS} ${SQLDB}) exten => s,n,MYSQL(Query resultid ${connid} INSERT INTO office_calls VALUES (NULL,'${STRFTIME(,GMT,%G-%m-%d %H:%M:%S)}',1,'${CALLID}','${CDR(src)}','${CDR(dstcha nnel):0:9}','${STRFTIME(,GMT,%G-%m-%d %H:%M:%S)}','${STRFTIME(,GMT,%G-%m-%d %H:%M:%S)}','${QID}')) exten => s,n,MYSQL(Clear ${resultid}) exten => s,n,MYSQL(Disconnect ${connid}) exten => s,n,Hangup() 

Consider another task: it is required to generate an XML file with missed calls.
The file format should be the following:

 <?xml version="1.0" encoding="UTF-8"?> <callback_request> <id>100XXXX</id> --- XXX -   <name></name> ---  ,     <phone>123456</phone> ---  ,     <comment> </comment> <completed>false</completed> <created_at>11.12.2012 - 17:19</created_at> ---   <updated_at>11.12.2012 - 17:19</updated_at> ---   <no_answer/> </callback_request> 

In solving the problem, I will use the System () command and the perl script.
Install XML :: Writer

 yum install perl-XML-Writer 

The /etc/asterisk/scripts/genxml.pl script looks like this:

 #!/usr/bin/env perl # Create XML file use strict; use warnings; use XML::Writer; # Out to file #open STDOUT, ">", "REQUEST.20121211171903.xml" or die "$0: open: $!"; my $doc = new XML::Writer(); # Pring attributes $doc->xmlDecl('UTF-8'); $doc->startTag("callback_request"); $doc->dataElement( id => "$ARGV[0]"); $doc->startTag( "name"); $doc->characters( "$ARGV[1]"); $doc->endTag( "name"); $doc->dataElement( phone => "$ARGV[2]"); $doc->dataElement( comment => " "); $doc->dataElement( completed => "false"); $doc->dataElement( created_at => "$ARGV[3]"); $doc->dataElement( updated_at => "$ARGV[3]"); $doc->emptyTag( "no_answer"); $doc->endTag(); $doc->end(); 

Run the script as follows:

 exten => s,n,System(/usr/bin/perl /etc/asterisk/scripts/genxml.pl "100${RANDOM}" "74951234567" "${CALLERID(NUM)}" "${STRFTIME(${EPOCH},,%d.%m.%Y - %H:%M)}" > /srv/www/domain.ru/xml/REQUEST.${STRFTIME(${EPOCH},,%Y%m%d%H%M%S)}.xml) 

I hope this material will be useful to you.
Thanks for attention.