Details

    • Type: New Feature New Feature
    • Status: Closed
    • Severity: Major Major
    • Resolution: Fixed
    • Affects Version/s: None
    • Target Release Version/s: None
    • Component/s: Applications/app_queue
    • Labels:
      None
    • Mantis ID:
      2564
    • Regression:
      No

      Description

      app_queue can currently report the caller's expected hold time to the caller, but does not have any ability to report the caller's actual hold time to the agent. This is useful information, for the agents to have an idea of how backed up the queue is (so they can speed along their calls <G>), or to handle customers who say they were "on hold for 20 minutes" when in reality it was 6 minutes.

      This patch adds a new configuration option to report the caller's hold time to the agent. The report is made just after the queue announcement (if one is configured), and uses a new soundfile (queue-reporthold.gsm), which is just Allison saying "hold time". For my installation I just clipped this out of queue-holdtime and it works fine.

      Just like the position announcement, if the hold time was less than two minutes the agent is told "Hold time less than 2 minutes", otherwise they are told the actual hold time (rounded to the nearest minute).

        Activity

        Hide
        Mark Spencer added a comment -

        Great idea! Needs to have a script and prompts recorded though.

        Show
        Mark Spencer added a comment - Great idea! Needs to have a script and prompts recorded though.
        Hide
        Kevin P. Fleming (Inactive) added a comment -

        There is only a single recording necessary, as best I can tell. I'm not sure what you mean by "script"... is that a script for Allison, or something else?

        If it's for Allison, here it is:

        "Hold time"

        Show
        Kevin P. Fleming (Inactive) added a comment - There is only a single recording necessary, as best I can tell. I'm not sure what you mean by "script"... is that a script for Allison, or something else? If it's for Allison, here it is: "Hold time"
        Hide
        Mark Spencer added a comment -

        Okay got you merged in and made the sound file.

        Show
        Mark Spencer added a comment - Okay got you merged in and made the sound file.
        Hide
        Russell Bryant added a comment -

        not included in the 1.0 branch

        Show
        Russell Bryant added a comment - not included in the 1.0 branch
        Hide
        Digium Subversion added a comment -

        Repository: asterisk
        Revision: 3900

        U trunk/apps/app_queue.c
        U trunk/configs/queues.conf.sample
        A trunk/sounds/queue-reporthold.gsm
        U trunk/sounds.txt

        ------------------------------------------------------------------------
        r3900 | markster | 2008-01-15 15:09:00 -0600 (Tue, 15 Jan 2008) | 2 lines

        Add reporting of actual hold time (bug ASTERISK-2523)

        ------------------------------------------------------------------------

        http://svn.digium.com/view/asterisk?view=rev&revision=3900

        Show
        Digium Subversion added a comment - Repository: asterisk Revision: 3900 U trunk/apps/app_queue.c U trunk/configs/queues.conf.sample A trunk/sounds/queue-reporthold.gsm U trunk/sounds.txt ------------------------------------------------------------------------ r3900 | markster | 2008-01-15 15:09:00 -0600 (Tue, 15 Jan 2008) | 2 lines Add reporting of actual hold time (bug ASTERISK-2523 ) ------------------------------------------------------------------------ http://svn.digium.com/view/asterisk?view=rev&revision=3900

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            Dates

            • Created:
              Updated:
              Resolved:

              Development