How to return back to Agent from Outgoing dialplan

[datagroove]

Hi,

I am able to use call center to get outgoing campaigns going. I have chosen to send all calls to a dialplan context. I'd like the dialplan to use answering machine detection, if a machine picks up a prerecorded audio file is played back then system hangsup; if a human picks up a different prerecorded audio file plays back with IVR features. One of the IVR features should allow the callee to transfer back into the queue for an agent to pick up.

What is the best way to do this in the dialplan? Just send them to the queue?

 

[jgutierrez]

I would do it through dial plan (using asterisk AMD application), another option could be through LumenVox AMD tool, haven't tested it yet, but it looks like it would work very good.

 

[datagroove]

hi @jgutierrez, thanks for the reply, quick follow up

I am new to dialplan editing, I want to make sure that elastix call center is getting the right status back from these calls that are being sent to a dial plan.

How do we change/manipulate the reporting data within the dial plan?

As it stands I know many of these calls are at least going to voice mail but the call center reports are showing them with a status of "failure" or "No Answer".

Is it possible from within the dial plan to tell call center if a call is picked up I want to change the status to "Answered:Human" or Answered:Machine" ?

Thanks

 

[jgutierrez]

Yes, it is possible...
But you will need to closely look at the dial plan, you will need to have advanced skills, and also been able to change the elastix call center source code.

For asterisk internal AMD application (or BackGround Detect application), you may take a look at an old post (try using the search feature for more results):
http://elastix.org/index.php/en/compone ... ialer.html

The dialer source code can be found at:
/opt/elastix/dialer/
(every time you do a change, you will need to restart the elastixdialer service)