Thanks for your ideas. I set up a solution via AMI Redirect and it works nicely.
The only question now is queue metrics, as you also mentioned - the redirected calls get logged as ABANDON in the queue log. I could of course add a custom entry to the log via QueueLog function to show the call was actually redirected, but is there a way to disable/change the ABANDON log itself? It seems from this discussion FOP has the same problem: http://forum.fop2.com/1746-call-pickup-function-causes-dummy-entry-in-cdr-database/0 -- marie On 23.09.2014, at 22:02, Scott Griepentrog <sgriepent...@digium.com> wrote: > You can use any number of methods for redirecting a call from the queue to a > specific agent. These include off the shelf products such as FOP or > iSymphony, or even something custom built that can display calls and direct > Asterisk (usually through AMI) to transfer the call to a new destination. > > However, you will need to be aware that your queue metrics may not count it > as a normally handled call, since the call is yanked out of the queue to > transfer directly to an agent via a separate tool. > > You may also want to look into building a custom queue-like solution through > ARI, using a Stasis application to manage callers on hold in waiting bridges, > and then delivering them to agents completely under control of your > application. In this case you would need to create your own queue logging > data to your metrics solution, which would allow you to record calls > correctly even when transferred early. > > > On Tue, Sep 23, 2014 at 1:41 PM, Michael Keuter <li...@mksolutions.info> > wrote: > > Am 23.09.2014 um 19:49 schrieb Marie Fischer <ma...@vtl.ee>: > > > Hi everybody, > > > > I'm looking for a solution for the following scenario: > > > > • Asterisk queue > > • At peak hours, there will be more callers then queue members/agents, so > > some callers will spend some time on hold > > • Agents should be able to choose which of the on hold calls to answer > > instead of answering the next one in queue > > > > We already have a web interface where agents can see the callers on hold, > > so the best solution would be if they could just click a callers number to > > get his call. But I have not found a way to tell Asterisk to do something > > to a call on hold in a queue. > > > > Priority queues are not really an option, as the agents will be deciding on > > the fly which caller is more important. > > > > I am not really sure if queues are the correct solution for this problem. > > However, we have existing statistics built for queue logs, so it would be > > really nice if the solution was queue-based. > > > > Thanks for any thoughts, > > > > -- > > > > marie > > > Hello Marie, > > maybe FOP2 [1] is an option for you. There you can visually "pick up" a call > from a queue. > It's not open source though. > > [1] http://www.fop2.com > > Michael > > http://www.mksolutions.info > > > > > > -- > _____________________________________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > New to Asterisk? Join us for a live introductory webinar every Thurs: > http://www.asterisk.org/hello > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > > > > -- > > Scott Griepentrog > Digium, Inc · Software Developer > 445 Jan Davis Drive NW · Huntsville, AL 35806 · US > direct/fax: +1 256 428 6239 · mobile: +1 317 507 4029 > Check us out at: http://digium.com · http://asterisk.org > -- > _____________________________________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > New to Asterisk? Join us for a live introductory webinar every Thurs: > http://www.asterisk.org/hello > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users -- _____________________________________________________________________ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
