Callback setting

[dspaan]

I was wondering if there is a setting that works like this:

1.Agent logs in and is called by asterisk/vicidial
2.Agent is working but for some reason the agent hangs up the softphone/hardphone
3.Agent is immediately called back again by asterisk/vicidial

I noticed now that when i hangup my phone i can still continue dialing numbers while there is no connection with the agent anymore. Can i make a setting somewhere so that i keep getting called back as long as i'm logged in?

[mflorell]

There is no feature like this currently, but after several seconds without an agent or customer in the session it should popup a warning about it, this timeout could be reduced in the code if you wanted.

[williamconley]

Also on the screen (the warning screen mentioned by matt above) there is a call agent again button, which would accomplish that task. If you set the "timeout" to a lower number, it would become available much quicker.

It would also be possible to set the system to just auto-dial the agent when they hang up, but noone has ever built that as the agents will learn not to do this after the first day (or the manager will get them a headset and remove the handset temptation from the agent on the 2nd day ...). Especially with soft phones this is easy as the "hangup" button on their screen can be "sent to the back" behind the vicidial window and then the temptation is removed.

[dspaan]

Hi william,

I am looking for a softphone where the agent can't change any settings. Do you have a tip?

[williamconley]

I read on this forum a few months ago that someone had a phone (i think it was IAX) that was an add-on for Firefox. It could even be hidden and I think set to "auto answer". Which means you couldn't stop a power user, but certainly an average user would not have a clue what to do. Even a power user could be fooled into thinking that the phone was actually "part of" the Vicidial Agent Screen. They'd never find the settings in the agent screen, of course, because there are none.

[dspaan]

Sounds good, i searched for it but can't find it.

[ced]

Sounds good, i searched for it but can't find it.

I think this is what he was talking about: http://moziax.mozdev.org/index.html

We have been in testing with it for about a week....

[dspaan]

Thnx for the link i'm going to test it as well.

[mflorell]

We are currently testing the Zoiper web-based phone. It looks promising for this sort of application.

[williamconley]

A2Billing had (may still have) a web-page loaded SIP phone, but it never seemed to work right.

Are you testing one that will essentially be a function of the web page itself?

[mflorell]

Yep, the phone will be loaded into the browser by a web page. If it works we are looking at adding a PHONE tab to the agent interface for it to live in.