How inbound campaign answers just when an agent atends?

[abgenis]

Hi everybody,

We use vicidialnow (with goautodial 3.3) in a blended campaign. All works nicely, but we have a problem with inbound calls:

Now, asterisk attends (with Answer command at dialplan) all inbound calls and then send them to agents. We'd like answer calls just when an agent effectively answer it.

We try to modify extensions.conf file (line 342) from

Code: Select all

; DID forwarded calls
exten => _99909*.,1,Answer()
exten => _99909*.,n,AGI(agi-VDAD_ALL_inbound.agi)
exten => _99909*.,n,Hangup()

to

Code: Select all

; DID forwarded calls
exten => _99909*.,1,NoOp(Inbound Call)
exten => _99909*.,n,AGI(agi-VDAD_ALL_inbound.agi)
exten => _99909*.,n,Hangup()

with not success.

Do you know some configuration for this?

Thank you in advance.
Alonso.

[bobchaos]

We'd like answer calls just when an agent effectively answer it.

I don't think you can do that. Those AGI scripts need to act on a live channel, so asterisk has to pick up before Vicidial can get to work.

You could however create a context that ignores Vicidial and behaves like a regular group does under Asterisk, but then you lose all the goodies like tracking stats and recording calls (if it doesn't mess up the existing ones too).

[mflorell]

One other thing you could try is to not answer the call if there are no agents available, that is why these DID options were added:


No-Agent In-Group Redirect -This setting allows you to redirect calls on this DID if there are no logged-in agents set to take calls from a specific In-Group. If this field is set to Y or NO_PAUSED and there are no agents logged in to take calls from the specific In-Group the calls will go to the No Agent In-Group Extension set below. The NO_PAUSED option will only send the call to the defined Extension if there are only paused agents in the in-group. The READY_ONLY option will send the call to the defined Extension if there are no agents waiting for calls right now in the in-group. Default is DISABLED. See the No Agent In-Group Extension setting below for more information.

No-Agent In-Group ID -For the No-Agent In-Group Redirect feature above to work properly, an in-Group must be selected from this menu. Default is blank.

No-Agent In-Group Extension -For the No-Agent In-Group Redirect feature above to work properly, an Extension must be set in this field. Default is 9998811112. Below you will see some examples of default extensions that you can use in the system to terminate calls to,
- 9998811112 - ANSWERED, This number is not in service
- 9993333333 - UNANSWERED, signal 1, unallocated number, immediate hangup
- 9998888888 - UNANSWERED, signal 17, busy signal, immediate hangup
- 9994444444 - UNANSWERED, signal 27, out of order, immediate hangup
- 9995555555 - UNANSWERED, ring for 120 seconds then hangup

[abgenis]

Thanks everybody.

I will try don't attend if there aren't agents available.

We find these other options we can try, i post them for info:

Dial Level Difference Target - This field is used to define whether you want to target having a specific number of agents waiting for calls or calls waiting for agents. For example if you would always like to have on average one agent free to take calls immediately you would set this to -1, if you would like to target always having one call on hold waiting for an agent you would set this to 1. Default is 0. This field is not used by the MANUAL or INBOUND_MAN dial methods.

Have you tried the campaign "Inbound Queue No Dial" feature? This allows your system to not place any outbound phone calls until the inbound queue is cleared. It doesn't sound like that is exactly what you are looking for, but it might be helpful.