External_hangup hangs up incoming call

[greg.gum@gmail.com]

I am having an issue with terminating an existing call for an agent, so that the agent can pick up an incoming call which is in a queue.

Here is the setup:

The agent is on an outbound call. He then sees a call come into a queue in VICI and wants to take the call. But he has to get off the current call before he can take the new call.

So he clicks a button in our CRM, which sends an "external_hangup" API call to the VICI server. This works to hang up the call as expected.

The agent then pick up the incoming call fractions of a second later from the queue. The call is then connected, but fractions of a second later, the call is hung up.

I think what is happening is that there is a delay in processing the external_hangup function. So the agent has already picked up the new call, and then both calls get terminated at the same time.

What can be done to resolve this?

[mflorell]

You have to add a delay after agent API commands before allowing other subsequent commands. All the API does is send a command from the webserver to the agent screen, the agent screen can take up to a second to execute the command, you have to allow at least 1 second for that command to be executed before you let anything else happen.