Author Topic: Using Hot Desking and Outbound Agent ID  (Read 3520 times)

msharpe

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Using Hot Desking and Outbound Agent ID
« on: May 11, 2008, 01:08:25 »
Hi. I have all working very well except for one small issue. We use Hotdesks so different agent logs on to the same extn at different times of day. To do theis agent numbers do not match the extn. ie extn 6811 might have agent 701, 702, 703 use it during the day.
This works perfect for inbound calls.
However on outbound the queuedial tells it to
exten => _XXX.,3,SetVar(MY_AGENT=${CALLERIDNUM})

This logs the call with

1210461473|asterisk-2599-1210461473.31|q-777|NONE|ENTERQUEUE|-|0405001763
1210461473|asterisk-2599-1210461473.31|q-777|Agent/6811|CONNECT|0|
1210461481|asterisk-2599-1210461473.31|q-777|Agent/6811|CONNECT|8|
1210461487|asterisk-2599-1210461473.31|q-777|Agent/6811|COMPLETEAGENT|8|6
1210461487|asterisk-2599-1210461473.31|q-777||COMPLETECALLER|0|6

As can be seen Agent is extn number as is calleridnum.

This shows the call correctly in Real Time Monitor as Calls being Processed.
However it also Logs in the extn so under
Real time Monitor - Agents Logged In  you will see a new entry for Agent 6811.
This also means reports so under extn for outbounds when they could be different agents.


Is it possible to amend this so that instead of agent = calleridnum
we pck up the agent logged on to that extn and use that.

Hope you can help
Regards
Mal

QueueMetrics

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Re: Using Hot Desking and Outbound Agent ID
« Reply #1 on: May 12, 2008, 08:21:09 »
Yes but you need a bit of custom programming.

The idea is that you store the extension-agent association at logon time and do a lookup by extension in order to get the current agent.

The guidelines are here:
http://queuemetrics.com/faq.jsp#faq-038-agent_tracking

msharpe

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Re: Using Hot Desking and Outbound Agent ID
« Reply #2 on: May 12, 2008, 10:40:50 »
Many thanks I will give it a go
Regards
Mal