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

[Leif Madsen]

On 17 December 2014 at 13:01, Paul Belanger <paul.belanger at polybeacon.com>
wrote:

> On Wed, Dec 17, 2014 at 12:54 PM, Jared Smith <jaredsmith at jaredsmith.net>
> wrote:
> >
> > On Wed, Dec 17, 2014 at 12:38 PM, Leif Madsen <
> lmadsen at thinkingphones.com>
> > wrote:
> >>
> >> Off hand though I can't think of any other "states" that a caller could
> >> get into other than waiting, connected, or onhold.
> >
> >
> >
> > The one that comes to my mind (and one we use frequently at my job) is a
> > post-call survey.  After the caller is done talking with an agent, they
> get
> > transferred to a post-call survey so they can rate the service they
> > received.
> >
> The way I'd see that is, queue.caller.delete would be called, since
> they are now moving outside the queue to another application (survey).
> However, the argument could be made to keep that in a queue too.
>
>
I definitely see that as post-queue functionality. What we're getting into
here is call flow properties, not queue.caller status. The caller could
fall out of queue and pick up in any application, survey, etc. At this
point that would be a separate report (or could be a combined report, but
the data should be generated and combined from other information, not from
the queue callers status).

Queue caller status is status while in a queue, and nothing else. Either
side of the queue (prior to entering such as menu selections, etc, or
post-queue handling such as exit-survey, voicemail etc) reporting should be
handled separately.

Leif.
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