Possible to avoid sending callcenter call to agent if they are on the line?
When a call comes in through the callcenter queue and an agent answers, naturally another call coming in will NOT ring their phone. But what if I want to have this same behavior if an agent calls a local extension or calls out the gateway? So if an agent is on the phone at all, they are skipped over for incoming queue calls. Is it possible? -- View this message in context: http://freeswitch-users.2379917.n2.nabble.com/Possible-to-avoid-sending-call... Sent from the freeswitch-users mailing list archive at Nabble.com.
On 23.02.2013 19:41, Wilsonbrett85 wrote:
When a call comes in through the callcenter queue and an agent answers, naturally another call coming in will NOT ring their phone.
But what if I want to have this same behavior if an agent calls a local extension or calls out the gateway? So if an agent is on the phone at all, they are skipped over for incoming queue calls. Is it possible?
There are two situations: 1) The phone can handle second line and call waiting. In this case agent will see/hear that another call is incoming and will answer or not. If agent will not answer, this will be considered that agent is not near phone and the status will change "On break" after a certain number of unanswered calls. 2) The phone does not support second line. Then callcenter will try to establish a connection, but will get "leg B is busy" and will move to next agent, generating for this agent "bridge failed with busy error" event. -- Mimiko desu.
participants (2)
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Mimiko
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Wilsonbrett85