Remote Agent HELP!!!!

[inspire888]

Hi All,

I have a remote agent (on an external cell phone) setup to take calls from a campaign once they sit in the hopper.

What seems to happen is once there is a call is the hopper, it dials the customer first, then once they pickup it rings the remote agent and connects the calls.

So my question is - Is there a way to reverse that and call the agent first, and once they pickup call the customer?

If that can't be done, can a message be played to the customer once they answer the phone so they know why they're being called? And a message to the agent before the call is bridged?

Thanks

[pargat]

Hi,

By design the customer is called first and the agent once the customer answers. If it is the other way round the agent will hear the rings and the no answers will also go tht eagent to dispose off. This will be like manual dial.

To Play a message you can upload the same as recording and change the music on hold for the campaign to point to the recording,

[inspire888]

Thanks for the reply,

The thing is, if a customer gets a call without any announcement, and then it rings, it's a little weird. If I received a call like that I'd hang up.

Where can I play an announcement to the customer once they answer the phone?

[inspire888]

Anyone have an ideas????

This is driving me nuts

[striker]

are you using separate dialplan to dial the external extension used in remote agents?

if not use the below dialplan with m tag, before that you need to upload the wav file in the asterisk music on hold folder
ie: create a folder mkdir /var/lib/asterisk/mymoh
upload your wav(8k Htz 16bit pcm mono) file to /var/lib/asterisk/mymoh
better upload 2 or more file to play in random
create a moh class in vi /etc/asterisk/musiconhold.conf
[xyzmoh]
mode=files
directory=/var/lib/asteirsk/mymoh


then the dialplan to dial the external extensoin, use a prefix in remote agent and same in dialplan ,lets say i use 9999 as prefix

exten => _9999XXXXXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _9999XXXXXXXXXX,n,Dial(SIP/trunk/${EXTEN:4},,tTm(xyzmoh))
exten => _9999XXXXXXXXXX,n,Hangup

were XXXXXXXXXX should match your extenernal number to dialled.
reload asterisk once to upload all the configuratin.

[inspire888]

Hi, thanks for the response,

We using the same dialplan to dial both the customer and the agent.

Could that be the problem?

I'll try your dialplan and see if that resolves the issue.

Also, is there a way to alert the agent before bridging the call?

And, a message played to the customer alerting them their call is going to be connected?

Thanks