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? Regards, -- Kurian Mathew Thayil. (GPG KeyID: E232394F) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part Url : http://lists.digium.com/pipermail/asterisk-users/attachments/20090530/468705a9/attachment.pgp
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 :-) Just my two eurocents, l. 2009/5/30 Kurian Thayil <kurianmthayil at gmail.com>> 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? > > Regards, > -- > Kurian Mathew Thayil. > (GPG KeyID: E232394F) > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >-- Loway - home of QueueMetrics - http://queuemetrics.com -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20090530/d5bcae78/attachment.htm
On Sat, May 30, 2009 at 3:50 AM, Kurian Thayil <kurianmthayil at gmail.com> wrote:> 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 at iq-labs.net Skype: atis.lezdins Cell Phone: +371 28806004 Cell Phone: +1 800 7300689 Work phone: +1 800 7502835