Hey there,
After working with vicidial now for over 3 years and knowing a lot of it's features me too was given the task today
to start doing
internal agent-
to-
agent transfers (what a coincidence that this topic was made today!
). I did a search in the forum and the only relevant topic i could find was this one:
http://www.eflo.net/VICIDIALforum/viewtopic.php?p=41880 (I know Ruben so i'll ask him if he ever solved it)
It's amazing
to me how there are not any more threads about this, people must use this feature...
Anyway, i have the same problems as you. I've read the
agent and the manager manual multiple times.
@William - there is no specific chapter that tells you how create setup a fronter/closer setup.
The word 'Closer' is a strange word
to me entirely, i've never really understood it. It's used in both manuals hand in hand with the word 'Inbound', then not why just call it inbound? lol
Or does 'closer' mean a person or group that closes/ends/finishes a call which was started by another
agent? Seems like a very specific situation
to me.
This is what the
agent manual says:
Closer Transfers
If your campaign is set up to allow transfers to closers then you can use the pull-down menu next to the
LOCAL CLOSER button to send calls to closer agents if you click on the LOCAL CLOSER button.
You should find out from your manager which closer group you should send your calls to.
AGENTDIRECT Transfers
A special type of Closer Transfer is an AGENTDIRECT transfer, which is a call that is in a queue for
only one specific agent. If you select an AGENTDIRECT entry from the Local Closer pull-down menu
then an “AGENTS” link will appear to the right of the number to call field. You can click on this link
to see a listing of the available agents that you can make AGENTDIRECT transfers to, and click on
one to select it. From here you can either select the CONSULTATIVE checkbox and click “Dial with
Customer” for an attended transfer, or click on the “Local Closer” button to send the call as a blind
transfer.
CONSULTATIVE Checkbox
This checkbox is only used for calls where you want to have an attended(or consultative) transfer with
a third party that is another ViciDial agent or in-group on your ViciDial system that you have selected
the Local Closer in-group(and optionally the AGENTDIRECT agent) to send the call to. Then you
select this checkbox and click on the “Dial With Customer” button.
What i have done:
I have made a new ingroup called SELLIT AGENTS for testing
I have an existing campaign which is set
to allow closers. In the bottom section i have selected both AGENTDIRECT and SELLIT AGENTS as allowed inbound &
transfer groups.
I'm testing with two agents who belong in the ADMIN usergroup, so in that usergroup i've set
Agent Status Viewable groups
to ALL-GROUPS.
Next one user logs in on computer A and the other on computer B.
Both users select AGENTDIRECT and SELLIT AGENTS as ingroups when logging in.
I made a manual dial outbound call from user A
to a testing number. I did
TRANSFER-CONF and then AGENTDIRECT is selected by default, i click the AGENTS link, i select
agent B, his name is now filled out in the 'number
to dial' field. I press the LOCAL CLOSER button and i get
to the disposition screen.
Problems:
A - The customer which has just been transfered to the agent hears nothing for a while and then the call gets hung up
B - Agent B who should receive the call gets nothingI've also tested the same steps and checking the 'consultative checkbox' and 'dial with customer' but it gives the same result.
When i select the SELLIT AGENTS ingroup as closer group
to be transfered
to the AGENTS link is gone and i can't choose an
agent. This happens although the new ingroup that i've setup is completely the same as the AGENTDIRECT group, it seems this is a system defined group and if you delete it you are screwed lol.
There seems
to be something seriously broken here. Looking forward
to suggestions.
Final remark: Why do i have
to use a local closer button and consultative checkbox in the scenario of transfering
to another
agent? Why was it built that way? Because the BLIND
TRANSFER, PARK CUSTOMER DIAL do exactly the same and now the
agent has so many more buttons which potentially allows the
agent to screw up in many ways.
edit: I tested this on another vicidial server and here i get a bit further, when i choose direct
transfer agent and press 'Dial with customer' the customer hears the music on hold but the problem remains that the
agent i want
to transfer to does not get any call in his queue. When i press the closer button the customer hears the familiar 'ding' sound and just stays in a confererence room it seems withoug any music on hold! Weird......
This is what i see in the CLI upon doing a DIAL WITH CUSTOMER:
[Mar 8 19:06:49] -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_inbound.agi
[Mar 8 19:06:49] -- IAX2/127.0.0.1:40569-5734 answered Local/90009*AGENTDIRECT*CXFER*9568**153010405*spaan01*931jansen01*35*@default-1e6b,2
[Mar 8 19:06:49] -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Mar 8 19:06:49] -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Mar 8 19:06:49] -- Executing [h@default:1] DeadAGI("Local/90009*AGENTDIRECT*CXFER*9568**153010405*spaan01*931jansen01*35*", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----0-----0") in new stack
[Mar 8 19:06:49] -- AGI Script
agi://127.0.0.1:4577/call_log--HVcauses ... ---0-----0 completed, returning 0
[Mar 8 19:06:49] == Spawn extension (default, 90009*AGENTDIRECT*CXFER*9568**153010405*spaan01*931jansen01*35*, 2) exited non-zero on 'Local/90009*AGENTDIRECT*CXFER*9568**153010405*spaan01*931jansen01*35*@default-1e6b,2'
[Mar 8 19:06:51] -- Started music on hold, class 'default', on IAX2/ASTloop-16156