Call transfer to IVR and retain the call

priya14 · June 29, 2022, 5:44pm

Hi ,

Now we are using Asterisk 13.27 for IPPBX.We have new requirement to implement on server.

Agent(caller A) call our customer( caller B) manually using voip phone.Once our customer accept for survey Agent(caller A ) will transfer the customer(Caller B) call to IVR.

Agent( caller A) will be on hold.

Once Customer(caller B) finished the IVR .The customer(Caller B) was connect with Agent(Caller A).

Please help me on this requirement
Thank You

PitzKey · June 29, 2022, 10:28pm

Start hacking Dynamic Features and Bridges. But I think between those two, or even both, you should be able to get this going.

priya14 · June 30, 2022, 4:06am

Thanks Pitzkey.

I am new to Asterisk.Can you help me on this.

PitzKey · June 30, 2022, 7:13am

You have to start with something, and we can try to help if you get stuck.

priya14 · June 30, 2022, 9:37am

Thanks.I am working on this with Dynamic_feature. How I transfer the customer call to IVR in Dynamic features without call disconnect.

In features.conf if i use blindtrasfer customer call connected with IVR but my call was disconnected.

priya14 · July 5, 2022, 12:37pm

HI,
Still I am not starting yet.Help me on this.

hsunryou · July 6, 2022, 6:02am

check applicationmap of /etc/asterisk/feature.conf
maybe it’ll help you!

priya14 · August 5, 2022, 4:40am

We create callmenu and tested using attended and blind transfer was working fine.Now we ask client to transfer the call themselves to IVR.After the end of IVR the customer connect with agent.All working fine.

Our requirement is Agent initiate the Transfers.

once agent transfer the customer to IVR for Feedback
Agent was on hold and customer entering DTMFto continue the IVR.
End of IVR the call was Transfer to Agent.

priya14 · August 5, 2022, 12:51pm

yes @hsunryou .Call transfer to IVR and retain the same call

priya14 · August 11, 2022, 5:53pm

HI PitzKey,

I am tried with featuremap appalication using macro context.It play a file only it not accept DTMF option.
And also unable to tnasfer the call to Call_menu context.

My Configuration:

/etc/asterisk/features.conf
pintro => #456,peer,Macro,IVRcall

/etc/asterisk/extension.conf

Set(__DYNAMIC_FEATURES=pintro)

[macro-IVRcall]

exten => s,1,NoOp(My testing script)

exten => s,n,Answer
exten => s,n,Set(INVCOUNT=0)
exten => s,n,Background(alanita_101020)
exten => s,n,WaitExten(10)

; Timeout
exten => 0,1,Hangup()
; creditcard
exten => 1,1,Goto(macro-IVRcall,s,1)
exten => 1,2,Hangup()
; creditcard
exten => 2,1,Background(vicidial-welcome)
exten => 2,2,Goto(macro-IVRcall,s,1)
exten => 2,3,Hangup()
; expiry date
exten => 3,1,Background(welcome_wb)
exten => 3,2,Goto(macro-IVRcall,s,1)
exten => 3,3,Hangup()
; cvv
exten => 4,1,Background(you-must-be-logged-in)
exten => 4,2,Goto(macro-IVRcall,s,1)
exten => 4,3,HAngup()

; Timeout
exten => t,1,Hangup()
; invalid
exten => i,1,Hangup()
; hangup
exten => h,1,AGI(agi://127.0.0.1:4577/call_log–HVcauses–PRI-----NODEBUG-----${HANGUPCAUSE}-----${DIALSTATUS}-----${DIALEDTIME}-----${ANSWEREDTIME}-----${HANGUPCAUSE(${HANGUPCAUSE_KEYS()},tech)}))

david551 · August 11, 2022, 7:02pm

WaitExten is handled strangely even in a normal macro. It basically restarts the PBX in the current non-macro context, and with the extension entered. Moreover I would say you well well outside the safe operating area for feature codes in using WaitExten, even within a macro. I’m pretty sure the macro never actually completes.

github.com

asterisk/asterisk/blob/master/configs/samples/features.conf.sample#L88


      
          ;  Application   -> This is the application to execute.
          ;  AppArguments  -> These are the arguments to be passed into the application.  If you need
          ;                   commas in your arguments, you should use either the second or third
          ;                   syntax, above.
          ;  MOH_Class     -> This is the music on hold class to play while the idle
          ;                   channel waits for the feature to complete. If left blank,
          ;                   no music will be played.
          ;
          
          
;
          ; IMPORTANT NOTE: The applicationmap is not intended to be used for all Asterisk
          ;   applications. When applications are used in extensions.conf, they are executed
          ;   by the PBX core. In this case, these applications are executed outside of the
          ;   PBX core, so it does *not* make sense to use any application which has any
          ;   concept of dialplan flow. Examples of this would be things like Goto,
          ;   Background, WaitExten, and many more.  The exceptions to this are Gosub and
          ;   Macro routines which must complete for the call to continue.
          ;
          ; Enabling these features means that the PBX needs to stay in the media flow and
          ; media will not be re-directed if DTMF is sent in the media stream.
          ;

Hangup is also something one wouldn’t really want to do within feature code handling, especially from a macro. I suppose it might work, but I’d certainly say it was well outside the intended use. Several of the hangups are unreachable.

There is a reference to vicidial, which is a GUI, and GUIs tend to further constrain what you can do.

Macros are deprecated and will not exist in next year’s version.

priya14 · August 12, 2022, 12:15pm

Hi David,

Thanks for your reply.So feature application map doesn’t support all fuctions in asterisk.

Give me a suggestion to complete my requirements.

Thanks

david551 · August 12, 2022, 12:17pm

Do it with third party control, using AMI.

priya14 · August 12, 2022, 1:11pm

Thanks David.

Help me on this resolve this requirement.

david551 · August 12, 2022, 1:50pm

I’m sorry, I don’t do paid consultancy.

system · September 11, 2022, 1:50pm

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