tanerultanir Posted January 8, 2013 Report Share Posted January 8, 2013 hi guys, The option "try to connect to last agent" is the for years but i am unable to make it work. Can you please help me about prerequisites (if any) and a walkthrough? Thanks, Taner Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 10, 2013 Author Report Share Posted January 10, 2013 anyone there? Quote Link to comment Share on other sites More sharing options...
Vodia PBX Posted January 10, 2013 Report Share Posted January 10, 2013 Well, you need a history in the ACD for that. Then the PBX should walk through the list of waiting callers and pick those out who could get connected to the agent that just became available. The setting is not a guarantee that the caller always gets to the same agent. Think about cases where the agent already went home. Also it is a little difficult to test as you really need people waiting in the ACD to see the effect. Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 11, 2013 Author Report Share Posted January 11, 2013 thank you for an answer. Please point me to right direction. - set 6 digits CMC in ACD - set "try to connect to last agent" for caller priority in ACD should I need more settings to make it work? test environment; - 1 ACD - 2 agents scenario; - i called in, and talked one of the agents - hangup - called in again, but it doesnt ring the the same agent. please comment... Thanks, Taner Quote Link to comment Share on other sites More sharing options...
Vodia PBX Posted January 11, 2013 Report Share Posted January 11, 2013 Yes I believe that should work. Do you see the callers in the address book, with their CMC? Also, the adrbook entry should show the agent (you might have to verify that in the file system as it is not visible on the web interface I believe). Try again with a scenario where all agents are talking and someone with a agent preference is waiting in the ACD, then have that agent become available. Also, did you set "Caller priority" to "Try to pull out callers when their last agent becomes available"? Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 11, 2013 Author Report Share Posted January 11, 2013 - Caller priority is set to "Try to pull out callers when their last agent becomes available" - I see the callers in AddressBook with their CMC. But the entries doesnt have the agent info in them, i've checked in file system. This is the text in adressbook entry; TLVB cmc 385033 display_number 05336833337 domain 1 expires 20130309 number 05336833337 i've tested the recommended scenario but no luck. Quote Link to comment Share on other sites More sharing options...
Vodia PBX Posted January 11, 2013 Report Share Posted January 11, 2013 So did you set "Add to the address book and keep it for..." to something like 1 day or more? Then you should see that the address book entry gets updated when the call connects. Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 11, 2013 Author Report Share Posted January 11, 2013 Yes i set that option too, for 2years. I think the problem is; Addressbook entries in filesystem doesnt have the agent extension. What do you think? Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 14, 2013 Author Report Share Posted January 14, 2013 Guys? Any thoughts? Quote Link to comment Share on other sites More sharing options...
Vodia PBX Posted January 14, 2013 Report Share Posted January 14, 2013 We need to test this here. Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 17, 2013 Author Report Share Posted January 17, 2013 Hi there, any good news? Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 22, 2013 Author Report Share Posted January 22, 2013 That feature is in agent group settings for years. Please dont tell me its not working. Any comment? Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted January 28, 2013 Author Report Share Posted January 28, 2013 guys! have you tested yet? Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted February 5, 2013 Author Report Share Posted February 5, 2013 still testing? Quote Link to comment Share on other sites More sharing options...
Vodia support Posted February 5, 2013 Report Share Posted February 5, 2013 we will test all scenarios above, Keep you posted. Thanks Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted February 20, 2013 Author Report Share Posted February 20, 2013 Guys, come on... Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted March 1, 2013 Author Report Share Posted March 1, 2013 its almost a month guys! Any news...? Quote Link to comment Share on other sites More sharing options...
tanerultanir Posted April 12, 2013 Author Report Share Posted April 12, 2013 We have developed an application for this feature with added value, and its not only for agent groups... It checks all the incoming calls, compare phone number with the cdr records and find the latest extension (with talk time>0 of course), and routes the call to that extension. If the extension busy or not available, routes to designated agent group or AA, thanks to extension redirection feature. Thanks, Taner Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.