Handling Incoming and Outgoing calls

[bghayad]

Hello;

vicibox 8.1.0, vicidial 2.14b0.5, Build 190628-1511, asterisk 13.21.1-vici, Single Machine

There are some scenarios that I need to know if possible to be achieved or not and what is the solution for it:

- For incoming calls, is it possible to send the call for the last agent that called the leader, and if the agent not available (because he has call or not logged in or not active) then the call to be sent for other available agents or to an inbound group (in-group) to be handled by the available agent?

- Also for incoming calls, is it possible to send the call for the owner of the lead or the fronter and if he is not available then to be sent for other other available agents or to be sent for other inbound group (in-group) to be handled by the available agent?

- For leads in list and manual outbound calls, is it possible to let certain agent to handle the calls of certain list (in other words: agent1 will do all the outbound calls for list 100) but of course agent1 is belonging for MAIN campaign that has a lot of agents and a lot of lists?

Regards
Bilal

[bghayad]

Any help?

Regards
Bilal

[ambiorixg12]

- For incoming calls, is it possible to send the call for the last agent that called the leader, and if the agent not available (because he has call or not logged in or not active) then the call to be sent for other available agents or to an inbound group (in-group) to be handled by the available agent?

If you click on Next Agent Call help option for the ingroup you will see that none on the routing logic you have asked are listed there, so using standard VICIdial configuration it is not, but doing a custom programming, it can be done but you have to tell who is the leader: other agent ,an external number and also how is the agent calling this leader, because it is needed to keep a track of the last call to this leader in order to route the incoming calls

[pargat]

This is what we call the sticky agent feature. This is not built into the vicidial code by default but can be built via a little programming.

i saw this thread on this topic long ago. Please check if this helps you out:
http://vicidial.org/VICIDIALforum/viewt ... =4&t=29547

PS: I have not tried the above, but do post if it works for everyones benefit.