A number of our clients has such issues. What we suggest for escalation is to do a blind transfer to a second-level queue, so that the logging is correct and even if second-line support cannot handle the call immediately, you get the functionality and the logging. Just my two euro cents, l.
2009/10/6 Darrin Henshaw <darrin.aster...@gmail.com> > Hello, > > I thought to post this here before my manager starts his own coding > project to give us a workaround. My situation I'm running into is as > follows: > > 1. A call comes into our Asterisk system, it's trunked from one office > to another via IAX. > 2. Call enters a queue and is picked up by one of the agents. > 3. That agent has to transfer the call, could be for a number of > reasons the client wanted someone in particular, or maybe an > escalation(we are a helpdesk). > > My problem is that the second part of the conversation after the > transfer is not logged in the queue_log. Now this is by design from > what I've found out, but we want the second part of the conversation > to be recorded in the queue_log as well, for stats reporting for > reviews of employee performance. Is anyone aware of a relatively easy > way of implementing this? Whether it's by a patch or something else? > Basically something similar to audiohook_inherit, which we use to > allow mixmonitor to continue recording the call after it's been > transferred. I've looked around, but haven't found anything. Thanks. > > Cheers, > > Darrin Henshaw > -- Loway - home of QueueMetrics - http://queuemetrics.com
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