Summary:ASTERISK-14376: hints not working for agents
Reporter:Andrew Thomas (raffles)Labels:
Date Opened:2009-06-25 08:39:49Date Closed:2011-06-07 14:08:06
Versions:Frequency of
Description:If I set exten => 200,hint,Agent/200 the hint does not get updated when the agent makes an outgoing call (either internal or external).

If I set it to the device they log in to (eg. exten => 200,hint,SIP/800) then all works fine (so it's not the handset).

It 'seems' to work for incoming external calls - but not always.

Any ideas?


Asterisk - v1.4.24.1
Comments:By: Tilghman Lesher (tilghman) 2009-06-29 11:18:03

You answered your own question.  The issue is that Agents don't actually make outgoing calls -- the underlying channels do.  And the underlying channels don't know that they are Agents, because the Agent channeltype is a transparent redirecting proxy.

By: Andrew Thomas (raffles) 2009-06-29 11:29:02

I understand that to be the case.  Unfortunately, we replaced a legacy key/lamp PBX that does have hints/BLFs for agents - and, of course, this is now their biggest gripe.

Is there really no way to have a 'link' between agent and handset built in (without me resorting to 'external' scripts and databases)?

By: Tilghman Lesher (tilghman) 2009-06-29 11:36:40

That is correct.  As the code stands right now, there is no way to have such a link, other than using the underlying channel in the hint.

By: Andrew Thomas (raffles) 2009-06-29 11:51:21

OK thanks.  I'll get my coding head on.  Please close at will :).