I am trying to figure out a way to allow agents to pause more seamlessly when they are in an environment of back to back calls. Ideally they would avoid having to do anything that would interrupt the call they were presently taking.
I had this idea that maybe I could program one of their soft buttons with a URL that fires the pause command for the agent via ARI CLI or something of the like. The agent could push the soft button, their status would be changed to paused. Then when the current call was over, they would essentially be paused from queue.
Anyone have any experience doing something like that, or any ideas on what the approach should be?
What if I had another table that had a list of extensions and a 1 (queued for pause) or 0 (normal operation).
I could use a URL to trigger a script that when invoked looks for the extension (variable in URL) in the table and changes it to the other value of what it currently is. If 0 change to 1, if one change to 0.
Maybe I could use a post hang-up script to check the extension value in the table. If 1, pause the extension, otherwise do nothing.
This issue I’ve had with this is once you change your queue status to pause, if your still on a queue call for that paused queue, the call drops after ~10 seconds. Also hoping that if I can do something like the URL, it would be more ubiquitous across different handset types.