I have a question I’m hoping someone will be able to help with. We have agents who transfer calls to a hold queue while waiting for an agent to answer on the far end. What i need to know is can they start the transfer then after 2 min go back to the customer? Or once they make the transfer is it a done deal? Then can they then place the customer back in the hold queue?
Hold queues are a concept that your dialplan imposes on top of Asterisk, so it is difficult to be certain what your actual dialplan is. However, it is possible that you should really be using parking. If not, you will need to make a record of the channel name of the caller. Whilst you could do that with pure dialplan and ASTDB, or global variables, you sould normally do it using AMI from your CRM application. You can then use the Bridge application to yank the call back out of the queue.