call agentdirect queue

[skolloch]

Hello,

We have VERSION: 2.12-516a, BUILD: 151022-1404

and i would like to get the following things working:

- i would like to call an Agent, my call should be placed in the agentdirect-queue (at the Moment, if i dial the users number from Agent-Screen, the softphone will ring on a second line, so the user stays ready and anothercall could be placed inbound OR maybe the user is in a call and gets a second --> thats NOT what i would like to have. I would like to get in the Queue of the Agent)

- is it possible to Play a sound-file the time the user places a call and the time the call gets connected (just like a normal telephone signals ringing)

thanks a lot for your answers!

[darkeye08]

Hi Good day!

I'm also new here but i think you can actually do this:

1. You have been doing transfer to agent wrong. By achieving this, you simply allow your user group and campaign to allow the AGENTDIRECT to its allowed transfer group.
2. When transferring to agent the process should be. Transfer-conf > Transfer In-Group(AGENTDIRECT) > Click the agents link and select the agent to transfer the calls to > Click the Local Closer to execute the transfer. If the agent is currently in-call the transferred call will only queue to that specific agent.
3. Playing sound when transferring is possible.


Hope this can help you! Cheers!

[skolloch]

hi darkeye,

thanks for your reply, but i don't want to Transfer a call, i would like to call an Agent (without customer), but i would like to get into his agentdirectqueue so i don't disturb the Agent within his current call.

the second question is independend from the first. if you place a Manual dial, you will hear nothing - at this Point a ring would be great

[darkeye08]

Hi,

1. ) I get your point now. You can actually do this, i already setup something like this in the past. What i have done is create an agent ingroup and bind it to that specific agent. Then you can just create a dialplan pointing to the agent ingroup see below sample:

[default]
exten => 91[dialplan],1,AGI(agi-VDAD_ALL_inbound.agi,CIDLOOKUPRL-----LB-----SalesGroup-----MainMenu--------------------998-----1-----TESTCAMP------------------------------)

So the process would be: Agent is incall they need to do the trans-conf > number to dial > dialplan to route to an specific agent ingroup and it will only queue to that specific agent as long as you did not add others to get that call.

2.) You can try the dialplan below for the backgroud ring/music when dialing

exten => dialplan,1,AGI(agi://127.0.0.1:4577/call_log)
exten => dialplan,n,Dial(SIP/${EXTEN}@carrier,,m(default)tTor) - it will play the default musichold or you can create another music on hold and upload a ringing sound
exten => dialplan,n,Hangup


Hope this helps. Cheers!