Remote Agent HELP!!!!

Any and all non-support discussions

Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N

Remote Agent HELP!!!!

Postby inspire888 » Tue Feb 16, 2021 12:43 am

Hi All,

I have a remote agent (on an external cell phone) setup to take calls from a campaign once they sit in the hopper.

What seems to happen is once there is a call is the hopper, it dials the customer first, then once they pickup it rings the remote agent and connects the calls.

So my question is - Is there a way to reverse that and call the agent first, and once they pickup call the customer?

If that can't be done, can a message be played to the customer once they answer the phone so they know why they're being called? And a message to the agent before the call is bridged?

Thanks
Vicibox 9.0.2 from .iso | Vicidial VERSION: 2.14-756a BUILD: 200609-2257 | Asterisk v.13.29.2-vici | No Digium/Sangoma Hardware | No Extra Software After Installation | 4gb RAM
inspire888
 
Posts: 30
Joined: Sun Feb 07, 2021 5:08 pm

Re: Remote Agent HELP!!!!

Postby pargat » Tue Feb 16, 2021 4:43 am

Hi,

By design the customer is called first and the agent once the customer answers. If it is the other way round the agent will hear the rings and the no answers will also go tht eagent to dispose off. This will be like manual dial.

To Play a message you can upload the same as recording and change the music on hold for the campaign to point to the recording,
pargat
 
Posts: 54
Joined: Mon Jun 20, 2011 4:25 am

Re: Remote Agent HELP!!!!

Postby inspire888 » Tue Feb 16, 2021 5:53 am

Thanks for the reply,

The thing is, if a customer gets a call without any announcement, and then it rings, it's a little weird. If I received a call like that I'd hang up.

Where can I play an announcement to the customer once they answer the phone?
Vicibox 9.0.2 from .iso | Vicidial VERSION: 2.14-756a BUILD: 200609-2257 | Asterisk v.13.29.2-vici | No Digium/Sangoma Hardware | No Extra Software After Installation | 4gb RAM
inspire888
 
Posts: 30
Joined: Sun Feb 07, 2021 5:08 pm

Re: Remote Agent HELP!!!!

Postby inspire888 » Tue Feb 16, 2021 9:35 pm

Anyone have an ideas????

This is driving me nuts
Vicibox 9.0.2 from .iso | Vicidial VERSION: 2.14-756a BUILD: 200609-2257 | Asterisk v.13.29.2-vici | No Digium/Sangoma Hardware | No Extra Software After Installation | 4gb RAM
inspire888
 
Posts: 30
Joined: Sun Feb 07, 2021 5:08 pm

Re: Remote Agent HELP!!!!

Postby striker » Tue Feb 16, 2021 11:55 pm

are you using separate dialplan to dial the external extension used in remote agents?

if not use the below dialplan with m tag, before that you need to upload the wav file in the asterisk music on hold folder
ie: create a folder mkdir /var/lib/asterisk/mymoh
upload your wav(8k Htz 16bit pcm mono) file to /var/lib/asterisk/mymoh
better upload 2 or more file to play in random
create a moh class in vi /etc/asterisk/musiconhold.conf
[xyzmoh]
mode=files
directory=/var/lib/asteirsk/mymoh


then the dialplan to dial the external extensoin, use a prefix in remote agent and same in dialplan ,lets say i use 9999 as prefix

exten => _9999XXXXXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _9999XXXXXXXXXX,n,Dial(SIP/trunk/${EXTEN:4},,tTm(xyzmoh))
exten => _9999XXXXXXXXXX,n,Hangup

were XXXXXXXXXX should match your extenernal number to dialled.
reload asterisk once to upload all the configuratin.
www.striker24x7.com www.youtube.com/c/striker24x7 Telegram/skype id : striker24x7
striker
 
Posts: 962
Joined: Sun Jun 06, 2010 10:25 am

Re: Remote Agent HELP!!!!

Postby inspire888 » Wed Feb 17, 2021 8:13 pm

Hi, thanks for the response,

We using the same dialplan to dial both the customer and the agent.

Could that be the problem?

I'll try your dialplan and see if that resolves the issue.

Also, is there a way to alert the agent before bridging the call?

And, a message played to the customer alerting them their call is going to be connected?

Thanks
Vicibox 9.0.2 from .iso | Vicidial VERSION: 2.14-756a BUILD: 200609-2257 | Asterisk v.13.29.2-vici | No Digium/Sangoma Hardware | No Extra Software After Installation | 4gb RAM
inspire888
 
Posts: 30
Joined: Sun Feb 07, 2021 5:08 pm


Return to General Discussion

Who is online

Users browsing this forum: Google [Bot] and 45 guests