It sounds like there is more of the problem that neither the agent or customer
knows when to start talking, ergo, when the call is "Connected", thus
the OP wants the agent to start talking before the customer is brought in front
of that agent.
Another solution would be to just play a "fake" recorded
"hello" to both ends, maybe with a slight shift, inviting both to
start talking.
I don't think its a problem with the agents failing to do their job, but
rather unsuredness, maybe because it have happened regularly to those agents
that they just "speak out in the empty" without any customer on the
other end, and thus the agent instead waits for customer to say hello, while
customer waits for agent to say hello.
Its a "classic problem" in the phone industry, so a great solution
could be to play a fake hello after both of them are connected, inviting both to
start talking, and they will automatically "find" each other.
-----Ursprungligt meddelande-----
Från: asterisk-users-bounces at lists.digium.com <asterisk-users-bounces at
lists.digium.com> För Steve Edwards
Skickat: den 31 december 2020 18:36
Till: Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users
at lists.digium.com>
Ämne: Re: [asterisk-users] Detect if people is talking
On Wed, 30 Dec 2020, Valter Nogueira wrote:
> We have some agents that pick calls but say nothing, letting customers
> "alone". Is there any way to detect if an agent is speaking?
I'm not sure I understand the situation. Are you saying agents are failing
to do their job and just let the customer wait until they hang up in
frustration?
If you record the calls, could you analyze them after the call? I don't use
agents or queues so I don't know if it is possible, but the
'monitor()' application records each leg in a separate file.
--
Thanks in advance,
-------------------------------------------------------------------------
Steve Edwards sedwards at sedwards.com Voice: +1-760-468-3867 PST
https://www.linkedin.com/in/steve-edwards-4244281
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