asterisk users - Oct 2009 - Transfers from Queue Calls

Hello,

I thought to post this here before my manager starts his own coding
project to give us a workaround. My situation I'm running into is as
follows:

1. A call comes into our Asterisk system, it's trunked from one office
to another via IAX.
2. Call enters a queue and is picked up by one of the agents.
3. That agent has to transfer the call, could be for a number of
reasons the client wanted someone in particular, or maybe an
escalation(we are a helpdesk).

My problem is that the second part of the conversation after the
transfer is not logged in the queue_log. Now this is by design from
what I've found out, but we want the second part of the conversation
to be recorded in the queue_log as well, for stats reporting for
reviews of employee performance. Is anyone aware of a relatively easy
way of implementing this? Whether it's by a patch or something else?
Basically something similar to audiohook_inherit, which we use to
allow mixmonitor to continue recording the call after it's been
transferred. I've looked around, but haven't found anything. Thanks.

Cheers,

Darrin Henshaw

On 091006 1249, Darrin Henshaw wrote:
> 1. A call comes into our Asterisk system, it's trunked from one office
> to another via IAX.
> 2. Call enters a queue and is picked up by one of the agents.
> 3. That agent has to transfer the call, could be for a number of
> reasons the client wanted someone in particular, or maybe an
> escalation(we are a helpdesk).
> 
> My problem is that the second part of the conversation after the
> transfer is not logged in the queue_log. 
Have you considered using CDR instead? Generally, you get 2 CDR records 
per call, one before the transfer and the second after. YMMV depending 
on transfer method and agent phone technology.

  -kkm

A number of our clients has such issues. What we suggest for escalation is
to do a blind transfer to a second-level queue, so that the logging is
correct and even if second-line support cannot handle the call immediately,
you get the functionality and the logging.
Just my two euro cents,
l.



2009/10/6 Darrin Henshaw <darrin.asterisk at gmail.com>
> Hello,
>
> I thought to post this here before my manager starts his own coding
> project to give us a workaround. My situation I'm running into is as
> follows:
>
> 1. A call comes into our Asterisk system, it's trunked from one office
> to another via IAX.
> 2. Call enters a queue and is picked up by one of the agents.
> 3. That agent has to transfer the call, could be for a number of
> reasons the client wanted someone in particular, or maybe an
> escalation(we are a helpdesk).
>
> My problem is that the second part of the conversation after the
> transfer is not logged in the queue_log. Now this is by design from
> what I've found out, but we want the second part of the conversation
> to be recorded in the queue_log as well, for stats reporting for
> reviews of employee performance. Is anyone aware of a relatively easy
> way of implementing this? Whether it's by a patch or something else?
> Basically something similar to audiohook_inherit, which we use to
> allow mixmonitor to continue recording the call after it's been
> transferred. I've looked around, but haven't found anything.
Thanks.
>
> Cheers,
>
> Darrin Henshaw
>
-- 
Loway - home of QueueMetrics - http://queuemetrics.com
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