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

[Paul Belanger]

On Wed, Dec 17, 2014 at 12:38 PM, Leif Madsen
<lmadsen at thinkingphones.com> wrote:
> 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).
>
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.
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