[Asterisk-Users] ICD Features

[Hadar Pedhazur]

Peter Svensson wrote:
> ICD has its own mailinglist at Icd-user at lists.sourceforge.net. There is 
> close to zero traffic there as well. I think the authors read it though.

Peter, thank you very much for the response (which I snipped), and for 
the pointer to these (very quiet) lists as well. I just subscribed to 
both, and perhaps I'll make a post there of my early experience.

Ironically, I've written two Python AGI scripts that implement a 
reasonably sophisticated Support system (bridging customers and support 
engineers in a MeetMe room). It's working fine, and is much simpler than 
Queues/Agents and ICD.

My only real problem with my current setup is that because I use Call 
Files to contact the "Agents", I have no direct way to cancel ringing 
phones when the call has been bridged to another channel.

In fact, my problem is actually a little more subtle than that. We don't 
mind multiple support engineers hopping on to the same conference with 
the customer, as the second person might be more familiar with this 
customer or problem, etc.

What we really want to "cancel" are the remaining ringing phones for a 
_particular_ agent, who has already answered a different channel (he 
picked up his desk phone, we can stop ringing his cell phone and soft 
phone, etc.). We can't ring all phones in one Dial statement, because a 
cell phone picking up VM will cancel the other channels in that scenario.

We force "acknowledgment" in order to decide which channel the agent 
wants to bridge with.

Anyway, thanks again!