vicidial.org

I am having an issue with terminating an existing call for an agent, so that the agent can pick up an incoming call which is in a queue.

Here is the setup:

The agent is on an outbound call. He then sees a call come into a queue in VICI and wants to take the call. But he has to get off the current call before he can take the new call.

So he clicks a button in our CRM, which sends an "external_hangup" API call to the VICI server. This works to hang up the call as expected.

The agent then pick up the incoming call fractions of a second later from the queue. The call is then connected, but fractions of a second later, the call is hung up.

I think what is happening is that there is a delay in processing the external_hangup function. So the agent has already picked up the new call, and then both calls get terminated at the same time.

What can be done to resolve this?

You have to add a delay after agent API commands before allowing other subsequent commands. All the API does is send a command from the webserver to the agent screen, the agent screen can take up to a second to execute the command, you have to allow at least 1 second for that command to be executed before you let anything else happen.