I have a requirement where I need to call up URS same strategy after agent releases the call after Target block.(I need to resume the strategy after the Target block once agent releases the call). I heard that RP may not have control on call once the call is routed to agent.
I tried with SuspendForEvent with parameters {5000,EventReleased,‘’} and SuspendForEvent with parameters {5000,EventDiverted,‘’}.
I found that there is no event like EventReleased is coming on to the RP where as it is happening on the Agent DN. Hence the SuspendForEvent is not working in this case.
Kindly help in what way we can achieve this requirement.
Starting with SIPServer 8.1.000.86, the feature Call Divert Destination was implemented. With this feature it is possible to route the caller to a specific destination when, after an initial leg of the call is completed, only the caller remains on the line.
Call Divert Destination - the Ability to divert a call upon agent or IVR hangup.
SIP Server supports routing the caller to a specific destination when, after an initial leg of the call is completed, only the caller remains on the line. For example, this feature could be used to route the caller to a post-call survey after the agent leaves the call. To support this feature, SIP Server introduces a new DN-level option, after-call-divert-destination.
after-call-divert-destination
Default Value: No default value
Valid Value: Any valid DN
Changes Take Effect: Immediately
Specifies the destination DN where SIP Server will divert the call in cases where the caller remains on the line when all other parties have left the call. For example, use this feature to send callers to an after call survey. To enable this feature, configure this option on the Routing Point DN. You can also enable this feature by passing the after-call-divert-destination parameter in the Extensions Attribute of a RequestRouteCall. Parameters passed in the Extensions Attribute override the value of the configured option.