2013/1/21 Mitch Claborn <mitch...@claborn.net> > Asterisk 11 > > Occasionally we will have a partial power outage, or a piece of network > equipment will fail, and our queue agents who are on active calls with > callers will be disconnected from the caller. What I'd like to do is > capture those calls and put them back in the queue (at a high priority) so > that we don't lose the caller. > > I've tried to duplicate the situation in my lab: I have one agent in the > queue, a caller dials into the queue, gets connected to the agent then I > pull the ethernet cable out of the agent's computer (testing with a > softphone) but I don't see anything happen on the asterisk console. core > show channels shows the 2 channels still bridged even though the agent is > gone. > > Shouldn't asterisk somehow know when the agent disappears? > How can I accomplish my goal? > >
I am not sure that from the PoV of the caller this solution would work - they would experience tens of seconds of silence plus they would have to go back to the queue. If this happens rarely, you could have a process call them back instead - you acknowledge what happened and have someone on-line with the person apologizing. We have a few clients implementing something like this for calls exiting the queue on timeouts and it seems to be well-liked by the callers. Of course it depends on what you are doing and the level of service that callers come to expect. Just my two cents, l. -- Loway - home of QueueMetrics - http://queuemetrics.com Test-drive WombatDialer beta @ http://wombatdialer.com
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