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RJansen
RJansen's picture
Joined: 2017/11/29
Points: 0

For after hours support we would like:
1: dynamically login as an agent (already possible)
2: associate a mobile phone number to that agent

So when a support call comes in it checks to queue for a agent and then calls the mobile phone number associated with that specific agent.

Is this already possible somehow or is this something that could be implemented in a future release?

volodya
volodya's picture
Joined: 2017/01/05
Points: 60

Hello,

Do you want to have more than one agent in the queue while at least one of them will have external phone number?

RJansen
RJansen's picture
Joined: 2017/11/29
Points: 0

Ideally we would like to have lets'say 10 agents with all ten of them a seperate external phone number.
So if 2 agents are logged into the after hours support queue because its there turn for after hours support 2 mobile phone numbers are being called when a support request (call) enters the queu.

netriplex
netriplex's picture
Joined: 2012/01/24
Points: 80

Rjansen,

Consider having your agents using thirdlane connect and/or a separate softphone client to connect to the PBX from their cell phone.

Asterisk does not support cell phone numbers in queues, because queues operate based on "state" information of the extension/agent. Since a cell phone (as a cell phone number) is not connected to the PBX to monitor the state of the user, cell phones do not function within the queue model as agents.

Normally, when a call comes into a queue, there is a queue strategy, such as ring all. In the case of external devices (not registered to the PBX in some way), the Asterisk has no way of knowing when ringing all if the caller got that "agents" Voicemail or if the agent actually answered, etc. As a real world example, a call comes in and both of your agents cell phones ring, one of your agents hit ignore and the call goes to the agents cell phone voicemail, the asterisk system has no way to know that the call was "answered" by a voicemail, so now your caller ends up in your agents cell phone voicemail instead of still hearing ringing for your "backup" agent. Similarly, if both agents are already on the phone, the caller will end up in one of your agents voicemail, instead of hearing hold music waiting in the queue.

Things get even more tricky when/if you have other queue strategies to think about. This is why asterisk does not support this for queues and most likely never will.

RJansen
RJansen's picture
Joined: 2017/11/29
Points: 0

Thanks for the explanation.
The thirdlane connect app only receives external calls when the app is active. It doesn't work when the phone is locked or in the background. This only applies when the connect app extension is part of a huntlist or queue.
When i setup a inbound route direcly to the connect app extension it works also when the phone is locked or the app is in the background.
So thats why i would like to send the call to a mobile phone number directly.

RJansen
RJansen's picture
Joined: 2017/11/29
Points: 0

Thanks for the explanation.
The thirdlane connect app only receives external calls when the app is active. It doesn't work when the phone is locked or in the background. This only applies when the connect app extension is part of a huntlist or queue.
When i setup a inbound route direcly to the connect app extension it works also when the phone is locked or the app is in the background.
So thats why i would like to send the call to a mobile phone number directly.

netriplex
netriplex's picture
Joined: 2012/01/24
Points: 80

I agree the connect has its shortcomings and there are many more than just that.

Have you tried to just create a separate extension for the mobile agents to use from SIP softphone instead of TL Connect and see how they operate in the background?

thirdlane
thirdlane's picture
Joined: 2007/02/07
Points: 250

It is quite possible that we could determine that an agent is being contacted by the queue and send notification to connect. Let me discuss this with the team.

Alex Epshteyn
Third Lane Technologies
Multi Tenant Asterisk PBX

netriplex
netriplex's picture
Joined: 2012/01/24
Points: 80

The same enhancement for hunt lists would be nice as well. Most of our users extensions are "dialed" via a hunt list.

eeman
eeman's picture
Joined: 2007/11/06
Points: 190

if your agent is working remotely then he/she should not be using their mobile phone to work in a queue. this would solve your "he thirdlane connect app only receives external calls when the app is active. It doesn't work when the phone is locked or in the background" issue. Use the PC client, not the mobile app. What good is it to answer a queue call if you cant actually do any work to help the caller?

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com

RJansen
RJansen's picture
Joined: 2017/11/29
Points: 0

Actually our agents have a lot of knowledge to help to customer without using a computer and
then there is the fact we can do a lot remotely trough mobile devices.

netriplex
netriplex's picture
Joined: 2012/01/24
Points: 80

Any update on push notifications for an extensions when they are contacted via hunt lists and queues?