Custom Safe Harbour

[tbenson]

I want to make a custom safe harbour that allows the person to press a button to remain on the line for an agent and forward them into the queue. Currently the way I wrap my head around it (likely with problems) is 'asterisk foo' (already worked that all out) and then to forward to the agi-VDADcloser_inboundCIDlookup.agi.

However I wonder if these people are already listed as waiting for agents and I forward them does the AGI add the new 'inbound' call i just routed to waiting for agents as well as the original waiting for agents from being in the safe harbour? Or will the call waiting count will increment correctly and decrement correctly on hangups even if i forward Autodialed leads from a safe harbour to an inbound queue?

Also am I just missing a different AGI that is meant for this type of thing, reading the notes on each didnt make one jump out at me as any better then inboundCIDlookup

Thanks

[mflorell]

You understand that legally in the USA even if the call is eventually sent to an agent that it is still considered an abandoned call.

In fact, this could be considered an auto-dial IVR which is illegal for commercial purposes.

Now on to the technical issues, yes a new vicidial_closer_log record will be added when the call goes into a closer script.

There really isn't a script written to handle anything like this, but to make one you really should take an outbound transfer AGI script and change it to use a longer hold time and have it go to the same outbound campaign.

[gardo]

I found this feature on http://astguiclient.sourceforge.net/vicidial.html:

Ability to autodial campaigns to start with a simple IVR then direct to agent

I don't think this has ever been mentioned in the manager's manual. It's almost the same as what you want.

[Op3r]

Thats called survey.

[tbenson]

Survey is nice (not sure how to set it up without it included in manager manual) however the call center is using an outbound campaign that expects to have agents available. We have a fully legit Safe Harbor message.

I figured that instead of hanging up on all customers after giving them the 800 number to call us back at, we could allow the customer to OPT IN by pressing a digit and then forward into the queue. Unfortunately the scripts are based on CIDlookup and this is an outbound call.

Does the agi-VDADcloser.agi suffice for routing the call without causing issues? Since this appears to be the script a 'fronter' would run when transfering the call to a closer? I assume it takes the information from the lead and would carry it over to the closer, where I think the inboundCIDlookup would be missing information when the closer takes the call.

Thanks,
Trevor

[mflorell]

the agi-VDADcloser script has a totally different function and expects to see specially formatted extensions string in order for it to work properly.

[tbenson]

Is there a script that comes close to dealing the the extension strings? Is there a place that explains them so I could try to write a new AGI to handle this? Or has this ever been considered and is in the road map somewhere?

Thanks

[mflorell]

It is an interesting idea, and something that will not be considered until after 2.0.4 is officially released(which should be some time soon).

There is some information in the agi-VDADcloser script, but in 2.0.4 that script is consolidated with all of the other inbound scripts so I would not spend too much time working on a modification to it.

I would recommend downloading the 2.0.4beta1 that I just released and working off of the agi scripts in there.

I should have some time to help you through this in mid December if you can wait that long.