[asterisk-app-dev] queue.member and queue.caller status

[Leif Madsen]

On 17 December 2014 at 12:21, Paul Belanger <paul.belanger at polybeacon.com>
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).

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.

-- 
Leif Madsen
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