Direct dial from softphone/hardphone

[joaosp]

Hello,



Using the "On-Hook" feature, is there any way to direct dial from the dialpad in a soft/hardphone while being logged in as agent, so that the dial will work as "normal" manual dial (fetch the lead, update the status, etc.)
By other words replace the manual dial box in the agent interface by the dial in the soft/hardphone, the call gets sent to asterisk and puts the user in conference and runs the normal behaviour on the agent interface etc.

Can we do this with an AGI maybe ?

ty

[williamconley]

1) Welcome to the party!

2) Yes, it would require a bit of wizardry. Such as an agi and/or dialplan entry and/or agent api usage (likely all of these). Certainly could be done.

[jlamconsulting]

I know this works with Polycoms and Grandstreams
I have a client set up with the hardphones and they are using the on hook method so they dont have to leave the phones open for inbound calls
What they do is log into the agent web client as usual and then when they dial a call on their hardphone it picks it up on the agent web screen same as a manual dial
Hope that helps

[williamconley]

I know this works with Polycoms and Grandstreams
I have a client set up with the hardphones and they are using the on hook method so they dont have to leave the phones open for inbound calls
What they do is log into the agent web client as usual and then when they dial a call on their hardphone it picks it up on the agent web screen same as a manual dial
Hope that helps

did you have to enable anything or configure anything "special" for this? I don't think I've ever heard of it working like that ... I expected to require an agi of some sort.

[ZoVoS]

THEORETICALLY (I have no idea if this will work, but i'm going to dam well try as i have never even though of doing this)


You should be able to set up a agi that reads the extension placing the call -> checks the vicidial_live_agents table for the user on that phone, then calls a php connection to the external API

Then you change the outbound context for the phone so that it runs the AGI script.


http://www.itp-redial.com/class/weekly- ... g-with-php

Code: Select all

external_dial -

DESCRIPTION:
Places a manual dial phone call on the agent screen, you can define whether to search for the lead in the existing database or not and you can define the phone_code and the number to dial. This action will pause the agent after their current call, enter in the information to place the call, and dialing the call on the agent screen.

VALUES:
value -
 Any valid phone number (7275551212)
lead_id -
 Any valid lead_id from the system(either value or lead_id are required) if both are defined, lead_id will override value
phone_code -
 Any valid phone country code (1 for USA/Canada, 44 for UK, etc...)
search -
 YES  - perform a search in the campaign-defined vicidial_list list for this phone number and bring up that lead
 NO  - do not search, create a new vicidial_list record for the call
preview -
 YES  - preview the lead in the vicidial screen without dialing
 NO  - do not preview the lead, place call immediately
focus -
 YES  - change the focus of the screen to the vicidial.php agent interface, brings up an alert in the browser window
 NO  - do not change focus
vendor_id -
 OPTIONAL, any valid Vendor lead code
dial_prefix -
 OPTIONAL, any dial prefix that you want to add to the beginning of the dial string for this call
group_alias -
 OPTIONAL, the outbound callerID(from an existing group-alias) that you want to use for this call
vtiger_callback -
 OPTIONAL, YES or NO, will lookup the phone number and Vtiger account ID from the provided Event ID
alt_user -
 OPTIONAL, instead of agent_user, this is to lookup the agent_user using the vicidial_users.custom_three field
alt_dial -
 OPTIONAL, if using lead_id you can set this flag to dial the ALT number or the ADDR3 number

EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_dial&value=7275551212&phone_code=1&search=YES&preview=NO&focus=YES
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_dial&value=7275551212&phone_code=1&search=YES&preview=NO&focus=YES&dial_prefix=88&group_alias=DEFAULT

RESPONSES:
ERROR: external_dial not valid - 7275551212|1|YES|6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: agent_user is not allowed to place manual dial calls - 6666
ERROR: caller_id_number from group_alias is not valid - 6666|TESTING|123
ERROR: group_alias is not valid - 6666|TESTING
ERROR: vtiger callback activity does not exist in vtiger system - 12345
ERROR: phone_number is already in this agents manual dial queue - 6666|7275551211
ERROR: lead_id is not valid - 6666|1234567
ERROR: phone number is not valid - 6666||1234567|
SUCCESS: external_dial function set - 7275551212|6666|1|YES|NO|YES|123456|1232020456|9|TESTING|7275551211|

[williamconley]

You may have to find or create the API for "call the agent" when the agent is in "on-hook mode". The agent has a "ring" button at the top of the screen. I dont know if there is an API associated with this function as yet or not, but that would complete your puzzle if it has one.

[mflorell]

There is an API function for this that was added around September 2012 to svn/trunk I believe:
http://www.vicidial.org/docs/AGENT_API.txt

It was not designed to work with on-hook agents, but I'm not exactly sure if it would hurt to try and see what limitations it would have if you tried to use it in that way.


--------------------------------------------------------------------------------
call_agent -

DESCRIPTION:
send a call to connect the agent to their session

VALUES:
value -
REQUIRED, choices are below:
CALL - places call from the agent session to the agent's phone

NOTES:
this function is not designed to work with on-hook agents

EXAMPLE URLS:
http://server/agc/api.php?source=test&u ... value=CALL

RESPONSES:
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: call_agent not valid - 6666|CALL
ERROR: call_agent error - entry is empty - 6666
ERROR: call_agent error - no session data - 6666
SUCCESS: call_agent function sent - 6666

[terry.sahil]

Hi,

It works very well , I have tested it with 15 agents.

[williamconley]

Hi,

It works very well , I have tested it with 15 agents.

Are you confirming the api function in general, or that it works with OnHook agents? (Big difference ...)