[Freeswitch-users] Call Center Behaviour

[Alexandr Popov]

yeah this counts needs only for max_no_answer behavior

2017-03-08 23:52 GMT+02:00 Jai Rangi <jprangi at gmail.com>:

>
> We are using call center module. We noticed one thing, if the agent change
> status to not available or on break and  then after a while come back to
> change the status to available. His stats (num of calls answered or
> talk_time) reset to 0.
>
> Example,
>
> callcenter_config queue list agents sales at domain
> name|system|uuid|type|contact|status|state|max_no_answer|
> wrap_up_time|reject_delay_time|busy_delay_time|no_
> answer_delay_time|last_bridge_start|last_bridge_end|last_
> offered_call|last_status_change|no_answer_count|calls_
> answered|talk_time|ready_time
> 101 at domain|single_box||callback|[call_timeout=30]user/130 at domain
> |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0
> 102 at domain|single_box||callback|[call_timeout=30]user/111 at jdomain
> |Available|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1488960061
> *|0|1|8|0*
>
> Here I see 102, had one call for 8 seconds,
> Change the agent status to break.
> session:execute("set", "res=${callcenter_config(agent set status
> ${caller_id_number}@${domain_name} 'On Break')}")
>
> 101 at domain|single_box||callback|[call_timeout=30]user/101 at domain
> |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0
> 102 at domain|single_box||callback|[call_timeout=30]user/101 at domain|On
> Break|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009163|
> *0|1|8|0*
>
> Change the agent state to Available On Demand, stats are still there.
> session:execute("set", "res=${callcenter_config(agent set status
> ${caller_id_number}@${domain_name} 'Available (On Demand)')}")
>
> 101 at domain|single_box||callback|[call_timeout=30]user/101 at domain
> |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0
> 102 at domain|single_box||callback|[call_timeout=30]user/102 at domain|Available
> (On Demand)|Waiting|0|0|60|60|0|1489009008|1489009016|
> 1489009000|1489009252|*0|1|8|0*
>
> Now changing to Available and stats are reset ed to 0,0,
> session:execute("set", "res=${callcenter_config(agent set status
> ${caller_id_number}@${domain_name} 'Available')}")
>
> 101 at domain|single_box||callback|[call_timeout=30]user/101 at domain
> |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0
> 102 at domain|single_box||callback|[call_timeout=30]user/102 at domain
> |Available|Waiting|0|0|60|60|0|1489009008|1489009016|
> 1489009000|1489009415|0|0|0|0
>
> Is there way to control this behavior. So basically we can to control the
> call stats.
>
>
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