Summary:ASTERISK-02654: Agents taking Calls
Reporter:lters (lters)Labels:
Date Opened:2004-10-22 10:07:32Date Closed:2004-10-25 22:50:26
Versions:Frequency of
Description:Agent logs in to the queue to take calls. Issuing the command "show agents" shows them available. The problem is, unless they do a blind transfer with the # the queue thinks they are still on the call when actually the call has been transfered to someone else. So, we need a way to confirm that the agent really still has the call. And if it doesn't then send it the next call.
Comments:By: rwjblue (rwjblue) 2004-10-22 10:36:29

Check out bug 2460.  It adds attended transfers via '#'.  


Also, your agents could place the call on hold, call the person they are going to transfer the call to, announce the call, hangup, pickup the original call, then transfer via '#'.  It may sound complicated, but it works pretty well for us, and it allows the person recieving the transfer to let it go to voicemail or choose to answer it.

(Also, posted to the mailing list.)

By: Mark Spencer (markster) 2004-10-22 13:28:28

I would recommend instead using the call parking feature, or perhaps see if the # supervised park feature could be ported to queues, but you won't be able to use SIP transfer with the existing queue/agent structure because it is transferring the agent instance itself rather than the caller.

By: Mark Spencer (markster) 2004-10-22 13:29:49

Actually, I'll leave this open to think on a bit more just in case I can come up with something else...

By: lters (lters) 2004-10-22 13:41:14

I appreciate your time on it. Both types of agents logging into the queue and taking calls have this problem. It seems like it could be fixed because of the fact that doing a "show channels" shows them off the phone, but "show agents" shows them busy. Perhaps it is an agent problem.

Will the attended transfers be added to the cvs?

By: bmerrills (bmerrills) 2004-10-25 07:57:24

Mark, are you latest additions to cvs relating to chan_agent.c related to this? I noticed you'd commented them 'first attempt at transfer' or something?


By: Michael Loftis (mloftis) 2004-10-25 14:12:37

See bug # 2721, currently you can't park someone with agents or with queues (pretty sure it's probably agents) they get hung up on.

By: Mark Spencer (markster) 2004-10-25 22:49:16

I'm going to merge this with 2721.  Yes, the recent changes are designed to make attended transfer with agents work, but that is untested.