On Wed, Dec 17, 2014 at 12:38 PM, Leif Madsen <lmadsen@xxxxxxxxxxxxxxxxxx> wrote: > On 17 December 2014 at 12:21, Paul Belanger <paul.belanger@xxxxxxxxxxxxxx> > wrote: >> >> Greetings all, >> > Salutations and good tidings! > >> >> >> This is where feedback is required, mostly from people who are running >> reports. What do you want status to represent for a queue.caller? As >> most I can think of the following: >> >> - waiting (they joined the queue and waiting to be connected) >> - connected (talking to somebody) >> - onhold (places on hold by queue.member?) >> >> even that list might be long. We could change the state when the are >> hearing a queue message being played, but again, not sure. >> >> Adding different status is pretty easy right now, I mostly just wanted >> to see what people wanted for a queue.caller status. >> > > In my experience the reports can get pretty detailed with the information > that people want to build. While they often start out simple enough, as soon > as you deliver what they are looking for they think of more things to report > on :) > > Another status which might be harder to track, would be transfer states. > Periodically someone might call a queue and get there accidentally, or needs > to be escalated to another queue etc. It's possible with the states that you > have now you could track and report on this (as the caller would enter a > queue, leave a queue, then enter a queue again). I do think the onhold > status is useful as it could be nice to determine if certain agents are > putting callers on hold more often (might need more training with the system > while looking up information etc). > I agree with transfers, we have something in place already for that. But that is where I see the status of 'onhold' come into place. > Off hand though I can't think of any other "states" that a caller could get > into other than waiting, connected, or onhold. Seems like the other ones I > can think of (reject, ringing, timeout, etc) would all be on the agent side > of the call. > We have a good list of agent (queue.member) status already. But, the more I think about it, I don't see many different status for a queue.caller. -- Paul Belanger | PolyBeacon, Inc. Jabber: paul.belanger@xxxxxxxxxxxxxx | IRC: pabelanger (Freenode) Github: https://github.com/pabelanger | Twitter: https://twitter.com/pabelanger _______________________________________________ asterisk-app-dev mailing list asterisk-app-dev@xxxxxxxxxxxxxxxx http://lists.digium.com/cgi-bin/mailman/listinfo/asterisk-app-dev
