no GUI alert on agent who received transferred call

[Frozen Fire]

I'm using vicidial 2.0.5 and asterisk 1.2. If agent A transfers a call to agent B, should it be a GUI (web) alert or any change on Agent B? Or is it really nothing change on agent B's GUI? Because agent B still need to create report after dispositioning a call, which is not available due no avilable hangup button on GUI. Or if agent B need to transfer the call to agent C, how can agent B do that?

Thanks!

[mflorell]

How is the first agent doing the transfer exactly?

[Frozen Fire]

Agent A receives call from customer then press the transfer-conf button, enter agent B's phone number then press the dial with customer button. After the 3 way call, agent A press the leave 3 way call to leave the customer with agent B. But there is no gui alert on agent B. And agent B can't transfer call to another agent.

[mflorell]

That's not how you do an agent to agent transfer within ViciDial. You need to transfer to an In-group.

I would suggest reading about AGENTDIRECT in the Manager Manual.

[Frozen Fire]

Thanks, i will try your tips right away. Meanwhile, after the customwe calls, it would drop to exten 830d. I put a fake ring audio to alert the agent, but customer and agent can still hear each other while waiting the fake ring audio ends. Is it how it supposed to be? is it any other way to prevent that?

[mflorell]

I'm not sure I understand this problem, please explain in more detail.

[williamconley]

Thanks, i will try your tips right away. Meanwhile, after the customwe calls, it would drop to exten 830d. I put a fake ring audio to alert the agent, but customer and agent can still hear each other while waiting the fake ring audio ends. Is it how it supposed to be? is it any other way to prevent that?

you could try blind transfer instead.

if you actually built your own exten in asterisk, there's a "switch" for "ringing" ... but i believe the blind transfer should accomplish this.

[Frozen Fire]

I'm not sure I understand this problem, please explain in more detail.

I'm sorry, I was posting from my handheld device, so some characters are misplaced. Agent alert in sample conf is placed on extension 8304, where the default alert is 'ding'. I try to replace the 'ding' with some other sound like fake ringing phone. But while asterisk plays the 8304 extension and plays the fake ringing phone, both customer and agent hear the same sounds, and if agent talking before the sound ends, the customer still hear what the agent said in background with the fake ringing phone.

I'm using vicidial 2.0.5 and asterisk 1.2.10

[mflorell]

What do you have the agent alert delay set to?

[Frozen Fire]

agent alert delay set to 1000

[mflorell]

Agent alert will not prevent the agent from receiving the call. It will start playing the sound, then wait the delay time(in milliseconds) and then bring the customer into the session.

[Frozen Fire]

yes, but the problem is while the alert sound is playing, the customer still can hear what the agent's talking. The customer supposed to wait after the alert ends before he can hear what the agent's talking? Am i wrong?

[Frozen Fire]

I solved the problem by removing Answer from first priority of 8304 extension. I wish I could add browser alert and answer button on it.