Cannot transfer inbound call to another agent

[dspaan]

I'm trying to transfer an inbound call from one agent to another but it fails.

I'm doing this via the agents link, select the agent, check the CONSULTATIVE checkbox and then PARK CUSTOMER DIAL.

The other agent does not get a call in his agentdirect queue in this case. I don't know why.

Things i did that DO work:

When i use the LOCAL CLOSER button to transfer the call it works just fine, but then you can't consult the other agent before transfering.
When i simulate this by doing a manual dial call and then transfering that call to another agent with consultative checkbox and park customer dial it works as expected, the other agens sees the caller in queue, talk to the other agent and then receive the call.

There must be a difference between a manual dial call and an inbound call. Does this have to do with some setting in the ingroup or agentdirect group or DID?


Edit: I found this happens only when i use a custom AGENTDIRECT group. So i was using AGENTDIRECT_groupnamexxx for transfering the calls. When i tested with the default AGENTDIRECT group it worked as intended. How can i make it work with a custom AGENTDIRECT group?


Versie: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540

[mflorell]

Any Asterisk CLI output of this failing?

[dspaan]

I found this happens only when i use a custom AGENTDIRECT group. So i was using AGENTDIRECT_groupnamexxx for transfering the calls. When i tested with the default AGENTDIRECT group it worked as intended. How can i make it work with a custom AGENTDIRECT group?

I just tested to see the CLI output and there is a useful error (i hope):
https://ibb.co/n7rzOJ

[dspaan]

Any idea on this Matt?

[mflorell]

There is a limit to the size of an extension that Asterisk can process, and as you can see in that screenshot, that example has hit it. Just look at the end of the first line where you can see "...@defau". Since the length of that string depends on the lengths of several variables involved in each call, there is no guarantee that a certain In-Group ID length will trigger it or not.

If you try this with a smaller in-group ID like "AGENTDIRECT_CH", it will probably work fine.

[dspaan]

Thanks! Confirmed fixed with a shorter ingroup name.