Summary:ASTERISK-02523: [patch] Report caller's hold time to agent
Reporter:Kevin P. Fleming (kpfleming)Labels:
Date Opened:2004-10-03 12:25:52Date Closed:2008-01-15 15:09:01.000-0600
Versions:Frequency of
Environment:Attachments:( 0) queue_reportholdtime-1.patch
Description:app_queue can currently report the caller's expected hold time to the caller, but does not have any ability to report the caller's actual hold time to the agent. This is useful information, for the agents to have an idea of how backed up the queue is (so they can speed along their calls <G>), or to handle customers who say they were "on hold for 20 minutes" when in reality it was 6 minutes.

This patch adds a new configuration option to report the caller's hold time to the agent. The report is made just after the queue announcement (if one is configured), and uses a new soundfile (queue-reporthold.gsm), which is just Allison saying "hold time". For my installation I just clipped this out of queue-holdtime and it works fine.

Just like the position announcement, if the hold time was less than two minutes the agent is told "Hold time less than 2 minutes", otherwise they are told the actual hold time (rounded to the nearest minute).
Comments:By: Mark Spencer (markster) 2004-10-03 12:35:18

Great idea!  Needs to have a script and prompts recorded though.

By: Kevin P. Fleming (kpfleming) 2004-10-03 12:37:03

There is only a single recording necessary, as best I can tell. I'm not sure what you mean by "script"... is that a script for Allison, or something else?

If it's for Allison, here it is:

"Hold time"

By: Mark Spencer (markster) 2004-10-03 12:45:02

Okay got you merged in and made the sound file.

By: Russell Bryant (russell) 2004-10-03 14:38:23

not included in the 1.0 branch

By: Digium Subversion (svnbot) 2008-01-15 15:09:01.000-0600

Repository: asterisk
Revision: 3900

U   trunk/apps/app_queue.c
U   trunk/configs/queues.conf.sample
A   trunk/sounds/queue-reporthold.gsm
U   trunk/sounds.txt

r3900 | markster | 2008-01-15 15:09:00 -0600 (Tue, 15 Jan 2008) | 2 lines

Add reporting of actual hold time (bug ASTERISK-2523)