We have an asterisk server (asterisk 11.25.3).
We want a detailed overview of the calls, which are coming into our agents, both the calls, which are answered, but also the calls, which are not being answered – It is extremely important that we for each call can see which agents the call has been through, e.g. agent 200 busy, agent 201 rejected, agent 203 answered.
Today we use Snom phones and Bria 5 softphone, but we are not sure if it is possible to make a credible/usable overview with Bria 5, as we have learned that if an agent has a call, then the status in the log is identical to when the agent has the phone on DND.
So we also want information about which softphone to use to provide us with a credible/usable statistics.
It is important that the softphone can be put on DND and that it can make both a soft and a hard transfer. And when an agent has a call, calls must not come into the phone until the agent is available again, this is especially important during a soft transfer, so that the agent is not suddenly receiving calls, while trying to transfer a call.