Abundant calls in queue

(Mark Khan) #1

Hi all,

We are facing a problem with queue reporting. We are using I symphony. Some how if a call is in queue are dragged and dropped to an agent manually they are being counted as abundant calls in report. Call was received by an agent and there is a talk time but it shows as abundant. Can someone please help?

Thank you

(Tony Lewis - https://bit.ly/2SbDAyc) #2

Ya that is correct as iSymphony uses a AMI command to redirect the channel from the queue to the extension which causes app_queue to view the call as abandoned /hung up. Not sure if their are better ways in newer asterisk to do a redirect of the channel where the queue engine would know it was not abandon but last time we looked into this their was no way to accomplish that from memory as app queue had no concept of channel stealing or intercepting.

(system) closed #3

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