off-hook agents disconnected when caller hangs up
Posted: Fri Jun 15, 2018 6:11 amHello,
When our agents log in, they are called by the system and they wait for the calls.
Everything goes smoothly most of the time : the agent transfer the caller to an external number with a blind transfer, and then, the agent gets another call.
Main problem is : when the agent hangs up OR the client hangs up, the phone of the agent is disconnected by the system, in almost all cases (i would say 95%).
Then the agent has to log again, which make us lose a lot of time cause the bandwidth is limited and vicidial.php takes sometimes several dozen of seconds to load.
Second problem : how to re-log without reloading vicidial.php, how to simply make a "call agent again" link, or automatically re-call an agent if his phone is hung up.
Note : when the phone of the agent get disconnected, at that moment the system does not seem to be aware that the agent is not on the phone anymore : while i'm listening to an agent who got disconnected, i can see that the system keeps sending calls to the agent, altough his phone is disconnected. So the caller is alone in a conference room, with no one to talk to.
I know my Vicidial is not updated but i'm kind of stuck with it, as a lot of modificatinos has been done on the interface to fit our needs ...
Thank you.
Vicidial-2.9.441a-140612.1628.2.go | Asterisk 1.8.23.0-1_centos5.go RPM |CentOS release 5.11
10 off-hook agents.
When our agents log in, they are called by the system and they wait for the calls.
Everything goes smoothly most of the time : the agent transfer the caller to an external number with a blind transfer, and then, the agent gets another call.
Main problem is : when the agent hangs up OR the client hangs up, the phone of the agent is disconnected by the system, in almost all cases (i would say 95%).
Then the agent has to log again, which make us lose a lot of time cause the bandwidth is limited and vicidial.php takes sometimes several dozen of seconds to load.
Second problem : how to re-log without reloading vicidial.php, how to simply make a "call agent again" link, or automatically re-call an agent if his phone is hung up.
Note : when the phone of the agent get disconnected, at that moment the system does not seem to be aware that the agent is not on the phone anymore : while i'm listening to an agent who got disconnected, i can see that the system keeps sending calls to the agent, altough his phone is disconnected. So the caller is alone in a conference room, with no one to talk to.
I know my Vicidial is not updated but i'm kind of stuck with it, as a lot of modificatinos has been done on the interface to fit our needs ...
Thank you.
Vicidial-2.9.441a-140612.1628.2.go | Asterisk 1.8.23.0-1_centos5.go RPM |CentOS release 5.11
10 off-hook agents.