asterisk users - Jan 2005 - agent with queues remain unavailable during transferred call

Hi,

I'm seeing something I'd like suggestions on:

I have a queue with agents that log in using agentcallbacklogin. The
extension that is logged in with is a Local channel. Now, if a call
comes in to the queue and is handled by an agent (in our case using
Cisco 7960 SIP phones) and transferred (attended) to another extension,
the agent remains unavailable during the remains of the call. Using show
agents gives this:

103          (TIC 3) logged in on MGCP/aaln/1@00059002798e-1 talking to
Zap/20-1 (musiconhold is 'default')

As you can see, the Agent is shown with the transferred call, and is
unavailable for new calls. However, the phone _is_ on hook and free.

I am using a 1.0.2. version (bri-stuff rc2b)

Any suggestions are welcome.

Florian

I've had same problem, but I realised that problem was in fact that my
agents used * just for handling incoming queue call and my agent phones
have been registered on another legacy  PBX (Alcatel 4400) interconected
with * through ISDN PRI. Because of that transfer function is handled on
legacy PBX (Alcatel) and Asterisk does not 'know' if agent talks to
callee
or if I transfer incoming call. Do you using some other PBX  connected to
Asterisk PBX? That may be the case.

My topology loks like:
                   +----------+              +---------+
--PSTN-PRI-------->|  ALCATEL |<----PRI----->| ASTERISK|
                   +----+-----+              +---------+
                        ^
                        |
                        ?
                   +----+-----+
                   |  AGENT   |
                   +----------+

This kind of topology were used because:
* agents was used their station on Alcatel before
* through Asterisk I added some additional features to my call center
without need to pay expensive licences to Alcatel
* I need functionality of billing application connected to Alcatel PBX

____________________
Mario Spoljar
mario.spoljar@hypo-alpe-adria.com

asterisk-users-bounces@lists.digium.com wrote on 03/01/2005 15:53:16:
> Hi,
>
> I'm seeing something I'd like suggestions on:
>
> I have a queue with agents that log in using agentcallbacklogin. The
> extension that is logged in with is a Local channel. Now, if a call
> comes in to the queue and is handled by an agent (in our case using
> Cisco 7960 SIP phones) and transferred (attended) to another extension,
> the agent remains unavailable during the remains of the call. Using show
> agents gives this:
>
> 103          (TIC 3) logged in on MGCP/aaln/1@00059002798e-1 talking to
> Zap/20-1 (musiconhold is 'default')
>
> As you can see, the Agent is shown with the transferred call, and is
> unavailable for new calls. However, the phone _is_ on hook and free.
>
> I am using a 1.0.2. version (bri-stuff rc2b)
>
> Any suggestions are welcome.
>
> Florian
>
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On Mon, Jan 03, 2005 at 03:53:16PM +0100, Florian Overkamp
wrote:
> Hi,
> 
> I'm seeing something I'd like suggestions on:
> 
> I have a queue with agents that log in using agentcallbacklogin. The
> extension that is logged in with is a Local channel. Now, if a call
> comes in to the queue and is handled by an agent (in our case using
> Cisco 7960 SIP phones) and transferred (attended) to another extension,
> the agent remains unavailable during the remains of the call. Using show
> agents gives this:
> 
> 103          (TIC 3) logged in on MGCP/aaln/1@00059002798e-1 talking to
> Zap/20-1 (musiconhold is 'default')
> 
> As you can see, the Agent is shown with the transferred call, and is
> unavailable for new calls. However, the phone _is_ on hook and free.
> 
> I am using a 1.0.2. version (bri-stuff rc2b)
> 
> Any suggestions are welcome.
How are you transferring the call?  With channel facilities (e.g. hook flash)
or with the * '#' transfer?

-- 
-M

There are 10 kinds of people in this world:
	Those who can count in binary and those who cannot.