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Santiago Londoño

Agent group from IVR node

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We have seen a strange behaviour when a call that just came out of an IVR Node enters an Agent Group.

 

When a call enters an Agent Group directly, that is, the client dials the Agent Group extension, the pbx throws an IVRInput announcement indicating that a new call has entered the Queue. Then, when an Agent picks up the call, a SIP message is sent (if the Agent extension has a Monitor Extension button set up) saying that the extension is on a call (light on). This works fine, and is appropriate for agent group monitoring.

 

However, a different situation arises when the call enters the Agent Group through an IVR Node (that is, an IVR Node redirects a call to the Agent Group). In this case the pbx throws an IVRInput message indicating that the new call has entered the queue. So far, so good. But as soon as the call is assigned to an Agent (the phone of the Agent starts ringing) the SIP message saying that the extension is on a call (light on) is sent. Note that, in this case the Agent has not yet picked up the call...

 

Is there any explanation for this behaviour??

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