Option for Agent to Manually accept incoming call

[shafique]

[Edit-> Moved from GoAutoDial to Support]

Hi,

This is my first post into the forum, i have been wondering if i can be able to give option to an agent to manually answer a call in queue or left it in queue.

Actually we have 7 in groups and 2 agents, one of the agents have been verbally assigned 3 groups and the second is verbally assigned 4 groups. but in configuration they both are logged in to ALL groups just to avoid call drop in case of user unavailability.now what i want is to give an option to Agent A to receive or requeue a call that belongs to the group assigned to Agent B and vice versa.

Is this possible?



VicidialNow CE
Asterisk Version 1.2.30.2
VERSION: 2.2.1-237
BUILD: 100510-2015
Updated Via SVN

[williamconley]

Create another Group. Set group one to be available ONLY to that group, and group two only for that group. Then create a third group for ALL.

Set the "drop action" for groups 1 and 2 to drop to group three after a minute or two.

Then consider upgrading to version 2.4 to get even better options (like grabbing a call).

If you are not sure, you can install Vicibox Redux in a VMWare box and press all the help buttons for features you do not understand and you can even test it with one user right in the VMWare box (I generally recommend the 32 bit install for vmware ).

[shafique]

William,

Thanks for the reply, can please explain what group i need to create i assume in-groups,,,

and last time i upgraded using this document

http://vicidialnow.blogspot.com/2010/04/how-to-update-your-vicidialnow-to.html

but this for upgrading to 2.2, actually i feel more comfortable using centos rather then ubuntu or opensuse therefore i may prefer upgrading the same to 2.4 can you advise me any document that refer to upgrading to 2.4

[williamconley]

Perhaps you should spend more time on the VICIDIAL site

Wander around up top there and you find all sorts of useful information. I do it all the time. For instance: In the Vicidial Wiki you will find "SVN How to". A recent user even posted step by step instructions on how he upgraded.

SVN is used to GET the new software in the /usr/src/astguiclient/XXXX folder. After that you can read the UPGRADE.txt document (which will download with the rest of it) to learn how to actually upgrade. (SVN is used JUST to download to the sources folder, doesn't actually change anything operating or install anything ...)