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| 04:21.18 | DannyA | hey all. im trying to think about how to do something, and I can't quite wrap my head around it. Let's say User A is talking to someone (outside caller), and they want User B to handle the call. User A is too busy to transfer them to User B, so User B needs to "steal" the call. So User B picks up their phone and dials the specific extension which is set to steal whatever call User A may be on at any given time. That extension, |
| 04:21.18 | DannyA | let's call is 301, executes AMI that does a redirect. It will look up User A's channel, get the ID for the extra channel, and re-direct that channel to......what? How do I redirect it so that User B is then talking to that channel? |
| 04:22.06 | DannyA | do I need to put them both into a ConfBridge? |
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| 05:00.13 | *** topic/#asterisk is #asterisk The Open Source PBX and Telephony Platform (asterisk.org) -=- LTS: 13.33.0 (2020/04/30) 16.10.0 (2020/04/30) Standard: 17.4.0 (2020/04/20); DAHDI: 3.0.0 (2018/11/15); libpri 1.6.0 (2017/01/27) -=- Wiki: wiki.asterisk.org -=- Code of Conduct: bit.ly/1hH6P22 |
| 05:02.24 | drmessano | Maybe just buy a key system |
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| 18:09.43 | DannyA | hey all. i had to sign off last night before seeing if anyone was able to answer my question, so, posting it again. is there a way to "steal" a call from an extension? User A is talking to a caller, I want User B to be able to dial an extension, and the caller is redirected so they're talking to User B |
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| 18:21.52 | Samot | Just have User A park the call. |
| 18:21.58 | Samot | If they are already on it, they can park it |
| 18:22.16 | DannyA | forgot that part: is there I way I can do it without User A taking any action? |
| 18:22.55 | Samot | Probably, but why can't User A take action? |
| 18:22.58 | DannyA | I already have a POC working with User B dialing an extension which triggers an AMI which runs a script which looks up the current channels for the target extension, and transfers all 3 people info a conf bridge |
| 18:22.59 | Samot | They are already on the call... |
| 18:23.31 | DannyA | because it's for situations when Dispatcher A is handling two calls at once, one phone on each shoulder (lets not get into that), and he calls over to his partner, hey, can you pick up this call.... |
| 18:23.59 | DannyA | the burden of action needs to be on the guy who's not currently talking to someone. |
| 18:24.05 | Samot | So park the call and go "Hey partner, get the call on line 1" |
| 18:25.00 | DannyA | he's holding two phones, one in each hand. he can't reach down and dial something, he's got a lady complaining of chest pain in his left ear, he needs his partner to take the call from his right ear, he's listening to this woman say she's having trouble breathing, he doesn't have the brainpower to hit transfer then the park call extension |
| 18:25.17 | DannyA | can I do it without User A needing to do anything? |
| 18:25.41 | Samot | Sure, same concept. You would have to redirect the channel and dial the other agent. |
| 18:25.55 | Samot | Of course, there are probably easier ways to handle call management. |
| 18:26.27 | DannyA | great. can we walk through what that flow would look like? User B dials an extension which triggers an AMI action. I already know how to get the channel ID for the caller, and I know how to use the redirect command....where do I redirect them to? |
| 18:26.32 | Samot | So the thing you're using now.. |
| 18:26.53 | Samot | Instead of putting them all in a confbridge, you redirect the call to the agent. |
| 18:26.58 | DannyA | because User B is currently "on a call". so would he have to dial the code, then hangup, then wait for his phone to ring? |
| 18:27.13 | DannyA | is there way to do it without him needing to hang up to receive the redirected call? |
| 18:27.18 | Samot | You can redirect and bridge the call |
| 18:27.27 | DannyA | how? |
| 18:27.32 | DannyA | can we dive into that a bit? |
| 18:27.41 | Samot | You do the same thing as you're doing now |
| 18:28.01 | DannyA | right now, im using redirect to an extension that uses ConfBridge dialplan command |
| 18:28.02 | Samot | Instead of sending them to a confbridge, you would need to redirect the call and bridge to the other channel. |
| 18:28.15 | DannyA | what part goes in AMI, what part goes in dialplan |
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| 18:29.03 | Samot | https://wiki.asterisk.org/wiki/display/AST/Asterisk+16+ManagerAction_Bridge |
| 18:29.39 | Samot | https://wiki.asterisk.org/wiki/display/AST/Asterisk+16+Application_Bridge |
| 18:30.31 | DannyA | so first i do a redirect for the patient's channel? if yes, what is the destination of that redirect? it has to be a context/extension, right? |
| 18:30.55 | DannyA | if so, are u saying that the extension that I redirect them to has the Bridge dialplan action, and the parameter is the channel of User B? |
| 18:31.16 | Samot | You want to take Channel X and redirect and bridge it to Channel Y |
| 18:31.26 | Samot | Channel Y being Agent B that just dialed a code |
| 18:31.37 | Samot | Channel X being the call Agent A wants Agent B to take |
| 18:32.41 | DannyA | yes |
| 18:33.07 | Samot | However, the best course of action is to fix your call flow management. |
| 18:33.44 | Samot | To avoid having Agent A getting a second call while on a call and Agent B is sitting there twiddling their thumbs. |
| 18:33.57 | DannyA | so User B dials a code. that triggers AMI. AMI script finds the channel ID of the caller, and does a redirect command on that. that command specifies a context/extension which execute the Bridge dialplan command, which takes the channel of User B as a parameter, and suddenly they are bridged together? |
| 18:34.43 | Samot | Yes, that should work |
| 18:34.56 | DannyA | it doesn't work like that. User A is the "phone guy" and User B is the "radio guy". If User B is dealing with dispatching over the radio, User A needs to handle the incoming calls. It's just the way it works. It can't always be solved with policies/procedures. |
| 18:35.44 | Samot | You realize that companies do this quite a lot |
| 18:36.01 | Samot | Where their "backup agents" can be added to the call flow |
| 18:36.10 | DannyA | we dont have backup agents |
| 18:36.14 | DannyA | at 3am we have two people, that's it |
| 18:36.22 | Samot | Isn't that what radio guy becomes? |
| 18:36.28 | DannyA | yes |
| 18:36.40 | Samot | When phone guy is overloaded, radio guy becomes secondary phone guy |
| 18:37.04 | DannyA | but again, i will have a much harder time trying to get the phone guy to dial a button when he's juggling two calls than i will trying to get the technology to do what we need it to do |
| 18:37.12 | Samot | I'm not even talking about that |
| 18:37.35 | Samot | The call would never make it to Agent A at that point, it would call Agent B. |
| 18:37.39 | Samot | Because Agent A is _busy_ |
| 18:38.51 | DannyA | the call can't go to Agent B if he's on the radio talking to multiple units in the field |
| 18:38.58 | Samot | OK |
| 18:39.07 | DannyA | if he's busy with the radio, there's no choice, Agent A has to handle as many calls as he can until Agent B is free |
| 18:39.15 | DannyA | unfortunately thats just the dynamic with the resources that we have |
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| 18:40.53 | Samot | So this isn't just a 3AM problem. |
| 18:42.17 | DannyA | correct |
| 18:42.24 | DannyA | sometimes we have 4 people, sometimes only 2 |
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| 22:29.39 | drmessano | Unreal |
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| 22:43.23 | Zombie | drmessano, I found out what the problem was wit Asterisk. |
| 22:43.31 | Zombie | I have a question |
| 22:43.53 | Zombie | Someone passed -march=native to the Build process. |
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| 22:47.03 | drmessano | Yep.. Like I said.. Don't trust other peoples Asterisk packages |
| 23:13.26 | igcewieling | all that time wasted when you could have simply compiled from source. |
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| 23:29.18 | drmessano | Did you see some of those old patches they were still integrating? |
| 23:29.26 | drmessano | Into this obscure AF distro |
| 23:29.36 | drmessano | JFC what a waste |
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| 23:36.41 | Zombie | how can I change the march=native to mtune? |
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| 23:41.26 | drmessano | Compile your own |
| 23:41.49 | drmessano | 18:47:02 <drmessano> Yep.. Like I said.. Don't trust other peoples Asterisk packages |
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