[asterisk-dev] redirecting a call after a Queue

[Laurence Fitzsimons]

My company works with call centers quite a bit, and this kind of
functionality would be a welcome feature.  Frequently it is used with an
up-front invitation to the caller to participate in the survey.  That way
the caller has already agreed to give feedback, and the agent does not know
which calls will be sampled.

Larry
Line4, Inc.
(510) 748-1558
larryf at line-4.com
-----Original Message-----
From: asterisk-dev-bounces at lists.digium.com
[mailto:asterisk-dev-bounces at lists.digium.com] On Behalf Of Steven
Critchfield
Sent: Wednesday, March 07, 2007 9:12 AM
To: Asterisk Developers Mailing List
Subject: Re: [asterisk-dev] redirecting a call after a Queue

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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