Posted: Fri May 29, 2009 11:58 pm Post subject: [asterisk-users] Queue - Multiple Transfer
Hi all,
I ve setup a queue with 2+ agents for managing our inbound calls from
customer. Using Asterisk 1.2.18 in a CentOS box. Agents login using
AgentCallbackLogin application and I use a BASH AGI to accomplish this
as there are some validations done with MySQL DB. Im aware that transfer
could be done with option 't' in the queue() application and I was able
to successfully transfer calling party (client) to another agent. But is
it possible for the new agent to transfer this calling party to another
agent? ie Does a second transfer is supported in a Queue?
Posted: Sat May 30, 2009 6:16 am Post subject: [asterisk-users] Queue - Multiple Transfer
You have to consider the POW of the ACD system - you can transfer calls as much as you like, but you have to make sure that:
- transfers are logged, and
- the ACD queue app has the correct state for all the agents involved, so it does not try ringing agents that are busy and (worse) does not ring free agents thinking they are busy
If you don't do so, you end up with a system that is sub-optimal in queue distribution, and in a call-center environment, this costs money :-)
I ve setup a queue with 2+ agents for managing our inbound calls from
customer. Using Asterisk 1.2.18 in a CentOS box. Agents login using
AgentCallbackLogin application and I use a BASH AGI to accomplish this
as there are some validations done with MySQL DB. Im aware that transfer
could be done with option 't' in the queue() application and I was able
to successfully transfer calling party (client) to another agent. But is
it possible for the new agent to transfer this calling party to another
agent? ie Does a second transfer is supported in a Queue?
Posted: Sat May 30, 2009 11:39 am Post subject: [asterisk-users] Queue - Multiple Transfer
On Sat, May 30, 2009 at 3:50 AM, Kurian Thayil <kurianmthayil@gmail.com> wrote:
Quote:
Hi all,
I ve setup a queue with 2+ agents for managing our inbound calls from
customer. Using Asterisk 1.2.18 in a CentOS box. Agents login using
AgentCallbackLogin application and I use a BASH AGI to accomplish this
as there are some validations done with MySQL DB. Im aware that transfer
could be done with option 't' in the queue() application and I was able
to successfully transfer calling party (client) to another agent. But is
it possible for the new agent to transfer this calling party to another
agent? ie Does a second transfer is supported in a Queue?
Second transfer wouldn't occur in Queue anymore, as first transfer
makes call to bridge outside of Queue.
If Queue doesn't pass t flag to the subsequent dial of transfer, You
should create transfer context, and set TRANSFER_CONTEXT variable, and
put a Dial with t flag there.
Regards,
Atis
--
Atis Lezdins,
VoIP Project Manager / Developer,
IQ Labs Inc,
atis@iq-labs.net
Skype: atis.lezdins
Cell Phone: +371 28806004
Cell Phone: +1 800 7300689
Work phone: +1 800 7502835
_______________________________________________
-- Bandwidth and Colocation Provided by http://www.api-digital.com --
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
FAQ
Search
Memberlist
Usergroups
Register
Profile
Log in to check your private messages
Log in
