vicidial.org

Hello dear!

First: many thanks and compliments to the developer for the product.

I worked with standard PBX with good result.

I'm new here, have installed a Vicidial system with 1 DBserver and 2 PBXserver, 120 agent, 6 carrier.
The start up will be in June.

agi
version = '2.6-347c';
build = '120427-1718';

vicidial
version = 2.6b0.5

asterisk (cluster 2 server)
version = 1.4.21.2

Here's our problems:

The caller call an in-group and an agent answer.
If the agent make a call transfer to an external/internal phone extension with option TRANSFER-CONF and then enter NUMBER TO CALL extension and selecting PARK CUSTOMER DIAL, then extension phone (ex. 509 or 0039334758291) rings and the caller hears the music on hold.

Prob 1. If extension 490 (or external) not answers, the agent can not terminate a call, and have to wait a ring timeout to back to caller.

Prob 2. If extension 490 (or external) does not want to be transfered to the caller, agent have to wait that phone hangup the call.

Now the agent can back to a caller.

Most important:

Prob 3. After the first attempt to transfer if a caller whant to speech wit another extension, agent cannot transfer the call because PARK CUSTOMER DIAL is disabled.

Any idea to solve?

Thanks in advance.

1) Welcome to the Party!

2) when you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

this IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) Without knowing your installation (and whether it is valid), I can't develop an opinion on whether this behavior is by design or buggy in some fashion. However: It seems to me that if your agent is transfering the call to another rep, that other rep should also be in Vicidial (with an agent screen ...) and the call should be transferred to that other user via AGENT DIRECT ingroup (not recommended, but available for amateurs) or via a Transfer Group. The Transfer Group is specifically designed for the Fronter/Closer scenario and works very well for escalation of issues as well. It can also be used to segregate representatives by company or any other method. In fact, each user can even have their own Transfer Group (which allows hold music, failover to VM that is individualized by the agent in question, etc).

Perhaps if you give more details regarding your business process, we can be more helpful