[asterisk-dev] redirecting a call after a Queue

Steven Critchfield critch at basesys.com
Wed Mar 7 10:11:59 MST 2007

On Wed, 2007-03-07 at 14:01 -0300, Dov Bigio wrote:
> Hello developers,
> Here is a suggestion for a future review of the Queue application...
> I have a call center, and after an agent hangs up a call, we would
> like the call to be redirected to another extension or I have a
> satisfaction survey for the customers.
> Currently, we have to ask agents to manually transfer customers to
> this extensions, which leaves them the possibility not to transfer
> some calls they know won't be well evaluated.
> So, the idea would be to have a parameter for the Queue app that would
> be the extension to transfer the call to in case the call is finished
> by the agent.

How likely would it be that the same type of poor evaluated call would
hangup the phone before the agent and never get to your satisfaction
survey? Also similarly an agent could socially engineer the caller to
hangup and avoid the satisfaction survey if they think it would be
evaluated poorly.

I think your solution would be better suited to a callback to make sure
you have the callers attention.

I'm sure though that there are other good reasons to want a call to
continue in the dialplan after an agent disconnects though.

Steven Critchfield <critch at basesys.com>

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