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[marie at vtl.ee]

Hi everybody,

I'm looking for a solution for the following scenario:

• Asterisk queue
• At peak hours, there will be more callers then queue members/agents, so some callers will spend some time on hold
• Agents should be able to choose which of the on hold calls to answer instead of answering the next one in queue

We already have a web interface where agents can see the callers on hold, so the best solution would be if they could just click a callers number to get his call. But I have not found a way to tell Asterisk to do something to a call on hold in a queue.

Priority queues are not really an option, as the agents will be deciding on the fly which caller is more important.

I am not really sure if queues are the correct solution for this problem. However, we have existing statistics built for queue logs, so it would be really nice if the solution was queue-based.

Thanks for any thoughts,

--

marie


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[lists at mksolutions.info]

Am 23.09.2014 um 19:49 schrieb Marie Fischer <marie@vtl.ee>:

[sgriepentrog at digium...]

You can use any number of methods for redirecting a call from the queue to a specific agent.  These include off the shelf products such as FOP or iSymphony, or even something custom built that can display calls and direct Asterisk (usually through AMI) to transfer the call to a new destination.


However, you will need to be aware that your queue metrics may not count it as a normally handled call, since the call is yanked out of the queue to transfer directly to an agent via a separate tool.


You may also want to look into building a custom queue-like solution through ARI, using a Stasis application to manage callers on hold in waiting bridges, and then delivering them to agents completely under control of your application.  In this case you would need to create your own queue logging data to your metrics solution, which would allow you to record calls correctly even when transferred early.




On Tue, Sep 23, 2014 at 1:41 PM, Michael Keuter <lists@mksolutions.info (lists@mksolutions.info)> wrote:

[marie at vtl.ee]

Thanks for your ideas. I set up a solution via AMI Redirect and it works nicely.

The only question now is queue metrics, as you also mentioned - the redirected calls get logged as ABANDON in the queue log. I could of course add a custom entry to the log via QueueLog function to show the call was actually redirected, but is there a way to disable/change the ABANDON log itself? It seems from this discussion FOP has the same problem: http://forum.fop2.com/1746-call-pickup-function-causes-dummy-entry-in-cdr-database/0

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marie

On 23.09.2014, at 22:02, Scott Griepentrog <sgriepentrog@digium.com> wrote:

[marie at vtl.ee]

... and to continue my thought, if nothing else is possible, would it be a Very Bad Idea to just delete the ABANDON log (queue_log goes to mysql via odbc) automatically after it's created? In h extension?

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marie

On 05.10.2014, at 20:42, Marie Fischer <marie@vtl.ee> wrote: