On Thu, Jan 19, 2017 at 12:22 PM, Troy Bowman <t...@lump.net> wrote: > To me, RINGNOANSWER means that the agent either rejected or let it ring to > timeout while the caller was waiting. If the elapsed seconds equals > timeout, they let it ring and never answered. If the elapsed seconds is > under the timeout, they rejected the call. > > <snip> > > In my opinion, if the caller abandons while we are ringing the agent's > phone, it is not the agent's fault that the agent didn't pick up. If a > RINGNOANSWER would happen in that case, I'd be assigning fault where there > is none. In our call center, RINGNOANSWER is a criminal offense. :) >
This would be my interpretation as well. That is that RINGNOANSWER implies that in some way the agent is to blame for the call not connecting. > > I sincerely hope we don't change this behavior. > > If the impetus for this is to show how long the agent's phone rang, we > should put that statistic in data4 of ABANDON or something like that, > because we already identify whether an agent's phone was in the process of > ringing or being whispered to in ABANDON. Even RINGCANCELED is misleading > because the agent did not cancel. It is still and ABANDON. > > > On Thu, Jan 19, 2017 at 2:59 AM, Tomec Martin <to...@ipex.cz> wrote: > >> <snip> >> >> >> >> So there are 2 ways to move forward: >> >> A) Create RINGNOANSWER event after every call end without answer. >> That breaks backward compatibility for thoose who rely on current behavior. >> >> B) Create new event RINGCANCELED – which can be misleading, because >> call was not canceled. >> > Between these options I lean toward 'B'. Creating a new event would hopefully have a minimal amount of side effects. *Hopefully* most parsers/filters would just ignore the new event. I agree that RINGCANCELED can be misleading as well. Since ABANDON seems to mean the caller hung up then how about calling it RINGABANDON instead? A third option (mentioned on the code review [1] and by Troy) would be to include the agent name/info in the ABANDON event. [1] https://gerrit.asterisk.org/#/c/4649/ Kevin Harwell Digium, Inc. | Software Developer 445 Jan Davis Drive NW - Huntsville, AL 35806 - USA Check us out at: http://digium.com & http://asterisk.org
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