Call Queues - Detecting calls on hold

[TechnicalJohn]

Ok, I've setup a queue for our support representatives and everything is working as expected; except for one thing.

An agent takes a call and then needs to transfer the call to another representative. When the agent puts the call on hold then the queue starts to deliver another waiting caller to them as if they had hung up. In addition, if one of our newer reps needs to put the call on hold to ask a question of someone more experienced then they will start getting calls as well.

I've done some looking around, and I could use "ringinuse=no" in queues_post_custom.conf. However, it seems that a documented problem is that if a call is transferred, then until the transferred call is ended, the originating agent will not receive any further calls from the queue. Of course, that problem case is exactly what I'm wanting to address.

I haven't yet run across anything recent that indicates this has been fixed. So I ask you, is this problem fixed, or have a better workaround than telling my agents to use DND?

Here's my versions:

• Asterisk: 1.4.21.2
• Freepbx: 2.5

 

[mstults]

You could

You could set a wrapup time, it wouldn't have to be long, but it would kick in at the end of every call.

 

[TechnicalJohn]

You could set a wrapup time, it wouldn't have to be long, but it would kick in at the end of every call.

I realize I left out the other scenario in my main message, which I have now added. The wrap-up time will help if they are transferring a call, but if they put the caller on hold to get help from someone more experienced then they will start getting calls.

But thanks for the suggestion. I did review the wrap-up time I have, and have increased it so that perhaps it wouldn't be such an issue when transferring calls.

 

[completetech]

so then how would this be placed in the file or configured to work?

 

[TechnicalJohn]

so then how would this be placed in the file or configured to work?

I'm sorry, what part are you referring to?

 

[completetech]

so would the wrapuptime= statement go into the queues_post_custom.conf file and if so how?

 

[Fortel]

Perhaps FreePBX 2.6?

A friend of mine has a busy call center with 40 agents. There were a number of serious issues with FPBX 2.5 and earlier, which appear to be resolved in the 2.6 version. The upgrade is painless, but I can't say that it will help in your case...

There is a lot of good queue information in the FreePBX forums...

Peter