How Can Queue Agents Choose Which Call To Answer?

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4 thoughts on - How Can Queue Agents Choose Which Call To Answer?

  • 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.

  • 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

  • … 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?