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Outbound and QueueMetrics / Outbound Calls & Incoming call status
« 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
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