Inboundcall Transfer

[ruben23]

Version: 2.14b0.5
SVN Version: 2696
DB Schema Version: 1492
DB Schema Update Date: 2017-03-07 08:06:40


HI guys need help on one scenario for my inbound call, i have setup a tool free number for inbound and all is working, where agents can received the calls perfectly

but the problem comes in with this multiple scenario:

Scenario 1: - when Agents are login and are all in LIVECALL, the flow is to automatically transfer the call to other third party number outside the dialer sample# 12345763313
where do i set this up somehow on the ingroup.? to transfer to an extension which is this number sample# 12345763313

Scenario 2: - When all agents are login but all are on PAUSE, the flow is to transfer automatically also to this number sample# 12345763313
Scenario 3: when no agent is login, the flow is to transfer automatically the call to teh third party number sample# 12345763313

BUT ALL THOSE SCENARIO NEED TO PLAY TEH WELCOME MESSAGE BEFORE TRANSFER.

Any idea guys where do i configure this, coz on the no agent no queue (This AAGENT PAUSE and NO AGENT are two different settings i cant implement them as both) Please help

[williamconley]

You did not post your install method with version. After 1000 posts, I'd think you'd remember to do that by now.

[ruben23]

Version: 2.14b0.5
SVN Version: 2696
DB Schema Version: 1492
DB Schema Update Date: 2017-03-07 08:06:40
Asterisk 1.8 version
Single Server
Scratch install

Code: Select all

HI guys need help on one scenario for my inbound call, i have setup a tool free number for inbound and all is working, where agents can received the calls perfectly

but the problem comes in with this multiple scenario:

Scenario 1: - when Agents are login and are all in LIVECALL, the flow is to automatically transfer the call to other third party number outside the dialer sample# 12345763313
where do i set this up somehow on the ingroup.? to transfer to an extension which is this number sample# 12345763313

Scenario 2: - When all agents are login but all are on PAUSE, the flow is to transfer automatically also to this number sample# 12345763313
Scenario 3: when no agent is login, the flow is to transfer automatically the call to teh third party number sample# 12345763313

BUT ALL THOSE SCENARIO NEED TO PLAY TEH WELCOME MESSAGE BEFORE TRANSFER.

Any idea guys where do i configure this, coz on the no agent no queue (This AAGENT PAUSE and NO AGENT are two different settings i cant implement them as both) Please help

[williamconley]

None of that is your installation method (or the version of the installer). .iso installer for the OS? Link to the instructions used?

[ruben23]

Version: 2.14b0.5
SVN Version: 2696
DB Schema Version: 1492
DB Schema Update Date: 2017-03-07 08:06:40
Asterisk 1.8 version
Single Server
Scratch install
UBUNTU SERVER 12.04.5 LTS B64 BIT

is this ok now William.? i install it using scratch install with Distro Ubuntu Server

[williamconley]

...

is this ok now William.? i install it using scratch install with Distro Ubuntu Server

Link to the instructions you used for Vicidial installation would be nice, actually.

If any problem is related to installation, how do we bring together those using faulty instructions so it can be fixed for everyone? Including the instruction link allows for that. Helping not just you, but everyone using those instructions.

Plus showing others where the instruction set for that version of that linux distro. Not like it's a secret, of course, but it's not always easy to know which ones are good/bad/in use ... this can also help those misled by their google fu. lol



All of your scenarios would be resolved by using Drop Call Seconds on the Ingroup to drop the call to an extension of your choosing. Giving XX seconds for an agent to get the call (perhaps ONE second?) for any reason ... failing the acquisition of an agent, drop the call. Drop action = extension and provide the extension. Covered in the managers manual under modify Ingroup.

[ruben23]

This is the Link ---> http://download.vicidial.com/ubuntu/VIC ... 100331.pdf
i just used the Asterisk 1.8 instead

[ruben23]

Basically after the calls goes to the ingroup and the dial timeout expires we want to transfer the call to an external number outside the dialer but the choices for Dial timeout on the ingroup are only

MESSAGE
HANGUP
VOICEMAIL
INGROUP AND CALL MENU

no there option to forward the calls to an external number like option on an EXTENSION

Any idea on this William somehow

[williamconley]

Send it to a call menu and use the call menu to push it to an extension. Lazy, but fast and easy. Use timeout or Time Check.

Robust Method: Create an Ingroup for the transfer. And a Campaign. Allow that ingroup in the campaign. Create a Remote Agent (using that external number) and log the remote agent in the Campaign and allow that same Ingroup.

Cool part: If you create Users (as many as the Remote Agent has Lines), you'll see these calls in the Real Time screen for this campaign.

With the "send to extension" method in Call Menu, you'll lose real time view for the call as soon as it transfers. It'll still be passing through your server, but you'll have no way to see the call in progress.

Robuster but easier: Create a remote agent. Put it in the existing ingroup, but set your "next agent" setting to a ranking method, and be sure the remote agent in question has the lowest rank and will only get calls if all the other agents are busy. This method requires the remote agent to be logged in to a campaign that doesn't get outbound calls, though. You can select which Ingroups the remote agent gets, but there's no "off" switch for the outbound calls.

I usually like to create a whole different ingroup for this, to allow 5-10 seconds to get an agent available before bouncing to an outside room in most cases. But it works all of the above ways.