If you do channel pickup from the queues, the status of calls in queue will be ABANDON. Is it possible to obtain the status ANSWERED? If you do call pickup when he was enrolled in the extension then all is well.
Thanks
It is not possible to change asterisk application behaviour using AMI. However, if you use fop2 to pickup calls , an extra event will be posted in queue_log "NOTABANDON". Asternic Call Center Stats Pro can interpret this and will not count those calls as abandoned.
However, you must understand that if you pick up a call from a queue, from the app_queue perspective the call was indeed abandoned (drop suddently from the queue without being served by an agent). The NOTABANDON is a trick/hack, as it will not count the real duration of the call.. this could be improved in the future, but it is quite difficult and perhaps not reliable to use only AMI events to try to fix this.
Comments
However, you must understand that if you pick up a call from a queue, from the app_queue perspective the call was indeed abandoned (drop suddently from the queue without being served by an agent). The NOTABANDON is a trick/hack, as it will not count the real duration of the call.. this could be improved in the future, but it is quite difficult and perhaps not reliable to use only AMI events to try to fix this.
Best regards,