Hotkeys

[enjay]

Does anything special have to be done once adding hotkeys to a campaign? I've added a few and they do not show up on the interface nor do they just "work".

-enjay

[mflorell]

Are you using Firefox for you agents' web browsers?

Do you have hotkeys activated for your vicidial_users?

Do you see the hotkeys button at the bottom of the vicidial.php page after logging in?

[enjay]

Didnt realize I had to enable hotkeys on individual extensions appears to be working now..

As far as barge in features go I see in the agc/astguiclient I can listen in on zap channels how do I barge into the conversation as well?

[mflorell]

You can barge in on VICIDIAL conversations(talk to both parties) by simply dialing the sessionID(listed on the timeonVDAD reports). To blindly monitor without them hearing you, all you need to do is dial 6 + session ID(like 68600051)

[enjay]

Very cool, anything in the pipeline for a monitor/talk to the agent but not the customer? coaching type scenario..

[mflorell]

That's something that would need to be built into Asterisk. Currently there is nothing like that available, but there is the possibility of using meetme2 to do that or altering app_conference to give that ability. It would take a lot of work to add that feature and it would need to be thoroughly tested before putting it in production.

[lkeller]

I seem to remember reading something about fully taking the call away from an agent, is this possible?

The whisper deal would be pretty nice, sounds like a lot of work. It is a pretty popular feature in call centers these days, and im sure there would be plenty (us included) people who would love to help test it =)

[mflorell]

Currently the only way to take a call away from an agent is to use the HIJACK feature of astguiclient.php. You will need to look at the channel that the customer is on to do this, then go to the ACTIVE LINES tab of the astguiclient web-client and select that channel and click the HIJACK link at the bottom.

Not the easiest thing to do, but it does work in extreme circumstances.

As for whisper mode. There are many people in other projects aside from VICIDIAL that would like the ability to do this, but it is very difficult to get it to work and noone has dedicated the time to getting it done.

[enjay]

Is it supposed to be under Local Action or Trunk Action There is no HiJack option on my astguiclient interface /agc/astguiclient.php

[mflorell]

It should be under both. Do you have the hijack option set to 1 in your phones record? It needs to be set to 1 to enable Hijacking of channels.