vicidial.org

VERSION: 2.12-515a
BUILD: 151007-2224
© 2015 ViciDial Group

Hi,

We have some issues with the park call/hold time. We have seen that there an issue with the park hold time whenever there is an inbound call that will be transferred to another agent.

Here's what happened

1. inbound call routed to agent A
2. customer wishes to transfer the call to agent B
3. agent A will park the call (start of the hold time)
4. agent A will not grab the call and just transfer it to agent B (still hold time running)
5. agent B will pickup
6. agent B done talking to customer and hungup (end of the hold time)

We have checked the park_log table and seen the status of this call is HUNGUP, which if this is a normal call agent that will park and grab the call the status is GRABBED.

What we would like is have it maybe end the park hold time upon transfer to agent B.

This is also why we have some huge SLA issues with the park hold time.

thanks in advance

In your signature, you have Version 2.10-448a, in your post you have 2.12-515a ...

If you're using 2.10: Upgrade, that may fix it.

If you're using 2.12: Post this to the Vicidial Issue Tracker, and then post a link to that issue here in this forum post.
http://www.vicidial.org/VICIDIALmantis/login_page.php

I would definitely agree that agent B picking up (live call between Client and agent B) would qualify as a grabbed event and should cause hold time to stop.

removed signature

installation
ViciBox Redux v.5.0.2-130821
Single Server
VERSION: 2.12-515a
BUILD: 151007-2224
© 2015 ViciDial Group
No other hardware

Vicidial Issue Tracker
http://www.vicidial.org/VICIDIALmantis/view.php?id=901