QueueMetrics forum

QueueMetrics => Outbound and QueueMetrics => Topic started by: dgroth on February 17, 2010, 21:59:22

Title: Outbound Calls & Incoming call status
Post by: dgroth on February 17, 2010, 21:59:22

I am tracking incoming queue calls and tracking outbound calls using the pure scripting solution.  The problem is the following:

When an agent goes off hook and dials the outbound queue access code (9101+NXXNXXXXXX) the call completes and is logged correctly.  However, while they are on the outbound call, the system doesn't show them as busy - so it will try to send them a call.  This is frustrating as they are showing as ignoring calls, when in reality they are extremely busy..

Running Trixbox 2.6.2.3 default install, with Queuemetrics 1.5.5 on the same box .  8 agents - 4 separate queues (3 inbound, 1 for all outbound calls)

Would appreciate any feedback.

David

Title: Re: Outbound Calls & Incoming call status
Post by: QueueMetrics on February 18, 2010, 15:06:23

Pause them for inbound, or have them log off and then on again.