Answers to Inbound

[ruben23]

Hi,

Do we have features that on inbound when calls come in it wont answer it right away instead it would queue a bit of tiem and i can press a button to answer it.

[ruben23]

it like a manual Answer for inbound or incoming calls..

[mflorell]

That is what the TAKE CALL options are for in the campaign "Agent Grab Calls in Queue"

[ruben23]

@mflorell

This is still possible for Blended Campaign, but the queue Display will be both Inbpund and Outbound right..? so its seems hard to segragate which to grab for inbound and Outbound.

[mflorell]

True, you do have to be paused to take these calls, so on blended you would not receive any calls while preparing to grab a call.

[williamconley]

there's also the Ringing Phone method now. You could allow it to ring to the next agent.

[KDell]

Or inbound_group_rank for next agent call if you have multiple in groups

[ruben23]

@williamconley

the ringing Phone method how should i setup it on the campaign setting or the Ingroup?

[williamconley]

Methodology for On-Hook Agents: (as I understand it)

Logged in agents can have their phone ring (instead of being logged in the whole time) by having “On-Hook Agent Login” in their PHONE (admin->phones). This will ring their phone allowing them to NOT ANSWER which will cause the prospect to go to the next agent instead. Only for INBOUND. Requires the agent to log in (but when they log in, their phone will NOT ring).

Remote agents can have their phone ring the same way, but no login is required. They are made “active” in the remote agent interface. The “On Hook” choice is not made when creating a remote agent, it is made by MODIFYING one AFTER the initial creation. (This is the option most similar to a simple Queue, but does not grant you “disposition” information as the logged in agent version would, and requires that an administrator log in each remote agent or they stay “always on” as a regular queue.)

Another interesting option is the new “ring_all” ingroup option, which allows all “on-hook agents” phones to ring at the same time, first answer gets the customer. Not recommended for large groups, but can be handy if you have three phones and want to ring ‘em all so you can just grab the one you want.

Do pay attention to the Ring Time settting both in the In-Group and Remote Agent definitions. (especially if calls may go to VM within this period … which would be considered an “answer”!)

[mflorell]

Good summary William

I also just added the ability to record Remote Agents tonight(using campaign recording settings) which should help to round out that feature-set.

[williamconley]

straight from our company wiki, after collecting all your comments and looking at it ... but we do not have anyone using it yet so it's still just "notes".

[ruben23]

@williamconley

But are there option where when incoming call is on pausse it will ring the softphones or the hardphone connected, probably the best is there is a pop up in the screen that incoming call is there- this is usefull for multi tasking job for an agent..can we do this now with the system..?

[Trying]

Sorry to "interfere"..... just trying to understand what you mean with "when incoming call is on pause? Do you mean the agent is on pause?

In terms of the screen pop... We are using Zoiper soft phones on many agents' systems and as soon as the call comes in the Zoiper phone rings and pops up on the screen. You really cannot miss it. When you are using a hard phone it will obviously ring and also cannot be missed.

We are actually using the on hook feature in production at the moment and are experiencing very few issues.

[williamconley]

@williamconley

But are there option where when incoming call is on pausse it will ring the softphones or the hardphone connected, probably the best is there is a pop up in the screen that incoming call is there- this is usefull for multi tasking job for an agent..can we do this now with the system..?

look up "Agent Grab Calls in Queue" in the manual/help screens. Configure that and see if it meets your needs. (if the on-hook agents does not quite fit them)

[ruben23]

@Trying

yes when the agent is on pause i mean. and also can you guide me how to used the on hook features of phone on vicidial.

[Trying]

With the on hook feature there is really no need for an agent to be on pause. They must be available but if they don't want to answer the phone then so be it. The perfect solution for multi tasking.

Here is a thread to get you started. http://www.vicidial.org/VICIDIALforum/v ... highlight=

The most important is obviously for you to upgrade to the latest SVN if you haven't already. It will be meaningless to talk you through it if you cannot see it on your screen.

[ruben23]

Hi, FYI i have set the "Agent Grab Calls in Queue" but during inbound calls nothing unusual happens , when im on pause the incoming calls is Queue and when i resume i get the incoming calls, how si teh call queue grabing is done somehow..?

[Trying]

At the bottom of the agent screen there is a "show calls in queue" link. Click on it to open it. Then the calls in the queue will show at the bottom of the screen. To the left of each call is a "take call" button. It only works when the agent is paused.

[ruben23]

Hi guys, i got this setup:

Asterisk 1.4.27
VERSION: 2.4-315a
BUILD: 110528-2304
© 2011 ViciDial Group
Ubuntu-server 10.04 LTS

- ON hook features and ring all i tried to test it on an inbound setup agent tried to login and register phone

when calls comes in, it goes directly to agentr-automatic answer on ring on the phone, nothing at all, so on-hook is not working.

i already set it to the phone extensions whihc i registered my phone.

any idea.>?

[williamconley]

- ON hook features and ring all i tried to test it on an inbound setup agent tried to login and register phone

when calls comes in, it goes directly to agentr-automatic answer on ring on the phone, nothing at all, so on-hook is not working.

i already set it to the phone extensions whihc i registered my phone.

1) "agent tried to login and register phone"? when the agent logs in, does the agent's phone ring? (it should not in this scenario, thats the point of the on-hook agent). The phone should, of course, be registered before any of this began.

2) "It goes directly to agent - automatic answer". It sounds like this phone is not set to on-hook. If the agent's phone rang (#1 above) when the agent logged in, the phone is not set up properly for on-hook. Go back to the link Trying listed above showing the settings for this and make changes so the phone does not ring when the agent logs in.