ACD Queue Routing

That would be a horrible idea and probably the fastest way to get fired. Those with queues are the first in line to tell you how many tens of thousands of dollars you cost them for the most minor of outages. An answered call, for any reason, will take someone out of the queue. By cycling through your find-me follow me, the caller: is no longer in the queue, may have to dial back in multiple times because they keep getting disconnected or sent to some other voicemail system, has no means of being sent back to the queue when the lazy agent opts to reject the call and is again disconnected. It is for these protections that this is not allowed as the GUI is currently designed. You can always program around the GUI with custom commands, but no changes will be made that break these basic protections.

having agents away from their desk is not the designed intent of Queue's, queue monitoring, reporting, and supervision.

What about remote work from home agents with NO ip Phones . How can I route queue calls to them.

I have a potential customer looking for a good solution for agent to take queue calls during a broadband outage . The customer wants calls to go to few analog lines in the office. Erik can you think of anyway to get this to work with ACD.

yes for 1.4 not for 1.6 w/o extra work

chan_agent.so uses AgentCallbackLogin (gone in 1.6) which is used to login an agent and specify the extension they call back from. One method prompts you to enter the extension you can be reached at. This 'extension' is dialed via chan_local (Local/12345@context). There is no reason why this number cannot be any number that matches against outbound routes (ie 10 or 11 digit number).

for 1.6 the same end result is possible but a custom script would have to be created that performs an AddQueueMemeber whose channel is Local/0123456789@from-inside-tenantname

It worked as expected expected but the its not passing the original callerid through. I cant find anywhere that an agent can pass original callerid

Thanks for your immediate and useful feedback