I am looking to integrate Asterisk with an external system (workflow) that will need to decide which user is to take the call based on previous history (Claim manager who handling case etc…)
I have set up a queue for incoming claims calls based on the choice made by the called via the automated attendant (1 for sales, 2 for claims etc…) I will be adding an IVR to get the customer to enter their policy or claim number or choose new claim.
I have added a CURL function to the dialplan to send a http post to tell the workflow system that a new call exists and have passed the choice from the AA (yet to get the IVR working) and I can pass back the queue or channel that I want to pass the call to. So far great.
The problem I have is the claim manager needs a few seconds to view the claim record before taking the call, so what I want to do is have the call on hold until the claim manager clicks on the accept call button and then have their phone ring.
What I am looking for is a way to either hold/unhold the call until the claim manager is ready or place it in a queue that has no members and when the claim manager is ready for the call take the call out of the queue and transfer it to their channel.
Do we think this is possible.