[asterisk-dev] redirecting a call after a Queue

[BJ Weschke]

 That's a pretty good idea. Thanks for the suggestion! We'll see what
can be done about adding some functionality that might accommodate it.

On 3/7/07, Laurence Fitzsimons <larryf at line-4.com> wrote:
> 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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