Park Call

[nikeshshk]

Hi

I am looking for following system for my inbound campaign.
1.Customer calls inbound number
2.inbound agent picks up the call
3.inbound agent sees call in que so puts 1st customer in hold and need to talk to 2nd customer.
4. Hungs up 2nd customer and grabs 1st customer again.

Right now I am able to do this
1.Customer calls inbound number
2.inbound agent picks up the call
3.inbound agent sees call in que so puts 1st customer in hold but the problem is inbound agent is not getting connected to the 2nd customer.

Asterisk 1.2.30.4
Vicidial VERSION: 2.2.0-236
Vicidial BUILD: 100413-2328

Please provide your valuable suggestion for this.



Thanks
Nikesh

[williamconley]

1)

Please post your installation method (thanks for posting your vicidial version!)

2)

Consider upgrading to the latest version as features such as this are works in progress and could have more functionality in an updated version.

[nikeshshk]

1)

Please post your installation method (thanks for posting your vicidial version!)

2)

Consider upgrading to the latest version as features such as this are works in progress and could have more functionality in an updated version.

Thanks a lot for your quick response.

I am not sure about the installation method.

And is this feature is not available on my current version of vicidial

[williamconley]

you are in 2.2.0, at least upgrade to 2.2.1, you never know. have you read the manual?

[nikeshshk]

Yes I have gone through the manual. It did not say anything about holding one call and picking up other call and again get back to 1st call and this process is required to be done by one inbound agent.

[williamconley]

i believe there is an implementation of this in 2.4 (developer's trunk). allowing something like pushing a caller to the agentdirect ingroup and grabbing another call, then the caller waits in the agentdirect ingroup for the agent to become available again.

[nikeshshk]

Thanks a lot william,

This tip really worked and I was able to put customer in hold and move to other customer on my current version of vicidial.

Thanks
Nikesh

[williamconley]

Post your step by step instructions for the next guy!

(being able to Contribute with only 15 posts would be excellent ...)

[nikeshshk]

Will Share that for sure william. Just correct me if I go wrong

Actually I was looking for following system for my inbound campaign.
1.Customer calls inbound number
2.inbound agent picks up the call
3.inbound agent sees call in que so puts 1st customer in hold and need to talk to 2nd customer.
4. Hungs up 2nd customer and grabs 1st customer again.

For this I went to the agent panel,
Clicked Transfer-conf button.
click allowed agentdirect ingroup
and click Local Closer Button

This puts one customer on hold and brings queued call to live.

[williamconley]

brings queued call to live

i missed this step ... did you just get "the next" call or was there a selection process? (if there was a selection process ... share )

[nikeshshk]

did you just get "the next" call or was there a selection process? (if there was a selection process ... share )

No there was no selection process. It automatically gave me next call which has the highest hold time

Would have been better if we had a selection process there.

Thanks
Nikesh

[williamconley]

have you looked into the "grab call" function for agents?

[nikeshshk]

While going through this process the "Park Call" Button was not changed to "Grab Park Call" Button So I cant find this option on the agent panel.

[williamconley]

i thought i heard of a function during the ability of agents to view inbound calls to select one specifically, not related to the park function. in the 2.4 developer trunk. but i'm not sure.

[nikeshshk]

Thanks for all the help william. I really appreciate for that.

Will try to upgrade my vicidial to devloper trunk.

This should be the process right

get present version in "trunk" on your present install:
Code:
grep '$build' /usr/src/astguiclient/trunk/www/vicidial/admin.php


acquire new "latest" trunk code:
Code:
cd /usr/src/astguiclient/trunk/
svn up


see if your version has changed:
Code:
grep '$build' /usr/src/astguiclient/trunk/www/vicidial/admin.php


if it has changed:
Code:
nano /usr/src/astguiclient/trunk/UPGRADE


remember that the mysql upgrade from 2.2 to 2.4 will rerun ALL the code for all the schema updates ... it may be a good idea to find your existing schema number and delete all the sql commands before it (so you only run the sql updates AFTER your schema number).

[williamconley]

You will, of course, check on the Vicidial Wiki where it mentions the "SVN: How To" and read the UPGRADE.txt document which will download into your source code folder upon grabbing the new SVN source (before installation, so you can still chicken out!).

and BACK UP YOUR DATABASE BEFORE YOU BEGIN, including LOADING YOUR DATABASE ONTO ANOTHER SERVER TO VERIFY THE INTEGRITY OF THE DATA.