vicidial.org

Hi Guys,

We have a requirement to be able to have agents call each other (not from a transfer). We want this to happen within the agent screen rather than a call to the softphone as this puts the main session call on hold and often agents forget to unmute etc. The idea is that there will be a manual dial extension which will route to the agents directly. I have tried multiple different ways below to try and have this call work but to no avail so far.

I have set up a DID 585850, this is confirmed configured correctly, pointing to a particular agent.

I have tried to following in the default context (forgive me if the exact formatting isn't correct, I am re-writing these post-hoc):
exten => 585850,1,Goto(trunkinbound,${EXTEN},1) - Works when calling from softphone but not from manual dial within agent screen, it starts the call, I hear the ding but then hangs up immediately and hear the drop sound, I guessed this is because there is no call and the trunkinbound is just executing the AGI script, then completing and hanging up without some call that actually takes place. I have confirmed it is not the dial prefix causing the issue by both modifying the dialplan to account for it and also using dial override.

exten => 585851,1,Dial(Local/585850@trunkinbound) doesn't work on either.

exten => 585850,1,AGI(agi-VDAD_ALL_inbound.agi, differing options) similar behaviour to first example.
and
exten => 585850,1,AGI(agi-AGENT_route.agi,differing options) similar behaviour to first example.

Have also tried making a carrier which links to 127.0.0.1 but it gives a loop detected error when trying to call in.

I know that there's something simple I'm missing and think it's the call issue I mentioned earlier just not certain how to fix it and want to avoid purchasing a 100 number block from our carrier for each person and having calls direct through there.

Another way to look at it is being able to dial a DID from the manual dial screen.

Hi Good day!

You can try to create agents only ingroup. Then you can assign inbound number for each created ingroup then route to the agent.

Cheers!

Regards,

if you want a quick and easy version that requires NO customization (ie: upgrade safe ...):

* Create a fake carrier with a special number that will play silence upon calling any number (we often put music in this instead, for agents to practice using their web interface without a client on-screen, useful for complex agent scripts practice).
* Have the agent generate a manual dial call using the fake carrier number. Then "transfer" to another agent using the "AGENTDIRECT" transfer group, which is already in existence for direct agent-to-agent contact. As long as they remember to make the call consultative, they can talk to the other agent.

No code required. No custom dialplan entries. Just a fake carrier with a special number.