For ACD usage agents need to signal their state (Ready/Not Ready) where the
Not Ready normally has an assoiated reason code (After Work, Short Break
etc..) which is used in reporting. Currently, as far as I can discern there
is no method to pass these states to Asterisk. In order to add this
functionality for all channels the only thing I can think of is using DTMF,
which is **ugly**. However since most callcenter app's will use something
like a screen pop anyhow, it makes sense to use a soft-phone app, which
could use a protocol under Asterisk's (Marks) control.
Would it be possible to expand IAX-2 with a Ready/Not Ready state?
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<DIV><FONT face=3DArial size=3D2><SPAN class=3D470505118-14032003>For =
ACD usage agents=20
need to signal their state (Ready/Not Ready) where the Not Ready =
normally has an=20
assoiated reason code (After Work, Short Break etc..) which is used in=20
reporting. Currently, as far as I can discern there is no method to pass =
these=20
states to Asterisk. In order to add this functionality for all channels =
the only=20
thing I can think of is using DTMF, which is **ugly**. However since =
most=20
callcenter app's will use something like a screen pop anyhow, it makes =
sense to=20
use a soft-phone app, which could use a protocol under Asterisk's =
(Marks)=20
control. </SPAN></FONT></DIV>
<DIV><FONT face=3DArial size=3D2><SPAN class=3D470505118-14032003>Would =
it be possible=20
to expand IAX-2 with a Ready/Not Ready state?</SPAN></FONT></DIV>
<DIV><FONT face=3DArial size=3D2><SPAN=20
class=3D470505118-14032003></SPAN></FONT> </DIV>
<DIV><FONT face=3DArial size=3D2><SPAN=20
class=3D470505118-14032003>Michiel</SPAN></FONT></DIV></BODY></HTML>
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