; extensions.conf
;
; main dialplan file
;
; By: Douglas Lane <douglasl@digitalconnect.co.za>
;
; Revision: 1.01 - 2007-03-08

[general]
static=yes
writeprotect=no
autofallthrough=no
clearglobalvars=yes
priorityjumping=yes
;usercontext=default

[globals]
CONSOLE=Console/dsp
TRUNK=Zap/g1
LOOP=0
LOOPCOUNT=3
AGENT_LOOP=3
IVR_LOOP=3
DNIS=
QUEUE_NAME=

#include extensions_debug.conf
#include extensions_agents.conf
#include extensions_hints.conf
#include extensions_callcenter.conf
#include extensions_backoffice.conf
#include extensions_routing.conf


[from-pstn]
exten => 0323,1,Dial(Zap/138)
exten => 0373,1,Dial(Zap/140)
exten => 0335,1,Dial(Zap/137)
exten => 0328,1,Dial(Zap/134)

exten => 0316,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0315,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0353,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0344,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0302,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0346,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0355,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0375,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0349,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0350,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0331,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0325,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0324,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0303,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0327,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0310,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0317,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0374,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0343,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0304,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0348,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0301,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0359,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0334,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0326,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0389,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0363,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0322,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0336,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0395,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0396,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0397,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0314,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0332,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0347,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0318,1,Macro(dialout|${EXTEN:1}|25|tTr)
exten => 0392,1,Macro(dialout|${EXTEN:1}|25|tTr)


exten => _X.,1,Set(DNIS=${EXTEN})
exten => _X.,2,Goto(saw-ivr,s,1)

; IVR context for SAW
[saw-ivr]
exten => 0,1,Goto(reception,s,1)
exten => 1,1,Goto(cti-policy-collection,1,1)
exten => 2,1,Goto(cti-policy-collection,2,1)
exten => 3,1,Goto(cti-policy-collection,3,1)

exten => s,1,NoOp(-- Welcome to SAW IVR --)
exten => s,n,Answer()
exten => s,n,Wait(1)
exten => s,n,GotoIfTime(7:30-7:59|mon-fri|*|*?queue-claims,s,1)
exten => s,n,GotoIfTime(08:00-18:00|mon-fri|*|*?s-open,1:)
exten => s,n,GotoIfTime(08:00-14:00|sat|*|*?s-open,1:)
exten => s,n,Goto(afterhours,1)

exten => s-open,1,NoOp(-- Open --)
exten => s-open,n,Wait(1)
exten => s-open,n,Set(LOOPED=1)
exten => s-open,n,Set(TIMEOUT(digit)=3)
exten => s-open,n,Set(TIMEOUT(response)=7)
exten => s-open,n,NoOp(-- DNIS: ${DNIS} --)
exten => s-open,n,GotoIf(${DB_EXISTS(VIRTUAL/${DNIS}/NAME)}?:default)
exten => s-open,n,Set(AA=${DB(VIRTUAL/${DNIS}/AA)})
exten => s-open,n(ivr),Background(saw/${AA})

exten => s-open,50(default),Set(AA=welcome)
exten => s-open,n,Goto(ivr)

exten => afterhours,1,NoOp(-- After hours --)
exten => afterhours,n,GotoIf($[x${IN_OVERIDE} = xYES]?s-open,1)
exten => afterhours,n,Background(saw/afterhours)
;exten => afterhours,n,Wait(1)
;exten => afterhours,n,Hangup

exten => 9,1,Playback(pls-wait-connect-call)
exten => 9,2,Dial(Zap/g1/0824562523)
exten => 9,3,Dial(Zap/g1/0825525742)

exten => t,1,Playback(saw/saw-Switchboard)
exten => t,2,Goto(reception,s,1)

exten => i,1,Playback(saw/saw-Switchboard)
exten => i,2,Goto(reception,s,1)


; SAW CTI Collection Procedure
[cti-policy-collection]

exten => 1,1,Set(queue=claims)
exten => 1,2,Goto(s,1)
exten => 2,1,Set(queue=payments)
exten => 2,2,Goto(s,1)
exten => 3,1,Set(queue=telesales)
exten => 3,2,Goto(s,1)

exten => s,1,NoOp(-- CTI Policy Collection --)
exten => s,n,NoOp(-- DNIS: ${DNIS} --)
exten => s,n,GotoIf(${DB_EXISTS(VIRTUAL/${DNIS}/POLICY)}?:default)
exten => s,n,Set(POL_LEN=${DB(VIRTUAL/${DNIS}/POLICY)})
exten => s,n(ivr),Read(POLICY,saw/saw-${POL_LEN},${POL_LEN})
exten => s,n,Playback(saw/saw-${queue})
exten => s,n,Goto(queue-${queue},s,1)

;exten => s,50(default),Set(POL_LEN=6)
exten => s,50(default),Playback(saw/saw-${queue})
exten => s,n,Goto(queue-${queue},s,1)
;exten => s,n,Goto(ivr)

exten => t,1,Playback(saw/saw-${queue})
exten => t,2,Goto(queue-${queue},s,1)


; SAW Claims Queue
[queue-claims]
exten => s,1,NoOp(-- Welcome to SAW Claims Queue --)
exten => s,n,NoOp(CALLDATA|Channel=${CHANNEL}|URL=http://laurel/WARRANTY/Bounce.asp?Type=${queue}&policy=${POLICY}&clid=${CALLERID(num)}&dnis=${DNIS})
exten => s,n,Set(QUEUE_NAME=claims-301)
exten => s,n,Queue(claims-301|tT)


; SAW Payments Queue
[queue-payments]
exten => s,1,NoOp(-- Welcome to SAW Payments Queue --)
exten => s,n,NoOp(CALLDATA|Channel=${CHANNEL}|URL=http://laurel/WARRANTY/Bounce.asp?Type=${queue}&policy=${POLICY}&clid=${CALLERID(num)}&dnis=${DNIS})
exten => s,n,Set(QUEUE_NAME=payments-302)
exten => s,n,Queue(payments-302|tT)


; SAW Telesales Queue
[queue-telesales]
exten => s,1,NoOp(-- Welcome to SAW Telesales Queue --)
exten => s,n,NoOp(CALLDATA|Channel=${CHANNEL}|URL=http://laurel/WARRANTY/Bounce.asp?Type=${queue}&policy=${POLICY}&clid=${CALLERID(num)}&dnis=${DNIS})
exten => s,n,Set(QUEUE_NAME=telesales-303)
exten => s,n,Queue(telesales-303|tT)


; SAW Reception
[reception]
exten => s,1,NoOp(-- Welcome to SAW Reception --)
exten => s,n,Queue(reception-300|tTr)
exten => s,n,Hangup
;exten => s,n,Dial(SIP/300|300|tTr)
;exten => s,n,Goto(s-${DIALSTATUS},1)

;exten => t,1,Wait(1)
;exten => t,n,Goto(s,2)

;exten => _s-.,1,NoOp(-- Goto Status: ${EXTEN:2} --)
;exten => _s-.,2,Goto(s,2)

;; Global functions
[from_sip]
include => dev_hints

exten => _*300XXXX,1,Goto(from-pstn,${EXTEN:4},1)
exten => *301,1,Goto(queue-claims,s,1)
exten => *302,1,Goto(queue-payments,s,1)
exten => *303,1,Goto(queue-telesales,s,1)

exten => 1,1,Goto(queue-claims,s,1)
exten => 2,1,Goto(queue-payments,s,1)
exten => 3,1,Goto(queue-telesales,s,1)

exten => *999,1,Macro(overide)

exten => _lX.,1,Macro(agent-login|${CALLERID(num)})
;exten => _bX.,1,Macro(agent-break|${CALLERID(num)})

exten => _X.,1,Macro(dialout|${EXTEN}|30|tTr)


;; BackOffice only functions - include global functions
[from_backoffice]
include => from_sip

exten => *98,1,Macro(voicemail|${CALLERID(num)})

exten => _X.,1,Macro(dialout|${EXTEN}|30|tTr)


;; Agent only functions - Include global functions
[from_agents]
include => from_sip

; Backward Compatible
;exten => _[123]*,1,Macro(agent-login|${CALLERID(num)})
;exten => _[123]**,1,Macro(agent-login|${CALLERID(num)})

; catch all
;exten => _X.,1,Macro(check-auth|${CALLERID(num)}|${EXTEN})
exten => _X.,1,Macro(dialout|${EXTEN}|30|tT)


;; Supervisor only functions - Include global functions
[from_supervisors]
include => from_sip
exten => *256,1,Macro(callcenter-open)
exten => **256,1,Macro(callcenter-close)

exten => *259,1,Macro(callcenter-recordmsg)

exten => *007,1,Macro(spy-agent)

; Backward Compatible
;exten => _[123]*,1,Macro(agent-login|${CALLERID(num)})
;exten => _[123]**,1,Macro(agent-login|${CALLERID(num)})


;; Receptionist
[from_reception]
include => dev_hints
include => from_sip


[custom-fax-line]
exten => _X.,1,NoOp(-- Starting Fax on EXTEN: ${EXTEN} --)
exten => _X.,n,Set(bob=${CUT(CHANNEL,/,2)})
exten => _X.,n,Set(bob=${CUT(bob,-,1)})
exten => _X.,n,Set(CALLERID(num)=${DB(CALLERIDBYCHANNEL/${bob})})
exten => _X.,n,Dial(Zap/g1/${EXTEN}|240)
exten => _X.,n,Congestion