[Freeswitch-users] Inboud Call Queue

[Saeed Ahmed]

Hi Seven,

I am exactly looking for this functionality.

Please let me know when you are finished with new queue manager app. I'll
try it in my call center.

Regarding Patch: is it already part of SVN trunk? If not then could you help
me how to install it, I have no programming background.

Many Thanks.

 

  _____  

From: freeswitch-users-bounces at lists.freeswitch.org
[mailto:freeswitch-users-bounces at lists.freeswitch.org] On Behalf Of seven
Sent: Wednesday, May 06, 2009 4:17 AM
To: freeswitch-users at lists.freeswitch.org
Subject: Re: [Freeswitch-users] Inboud Call Queue

 

 

On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:





Hi Michael,

Thanks for a quick reply.

I would definitely create a test environment, but my question is that will
it work in required way? 

I read that in Mod_fifo agent has to call in queue but I need that all
incoming calls are automatically distributed between available agents or if
all are busy then should go to voicemail.  

I'm working on a call center like queue scenario right now, I'm pretty sure
it call automatically distributed to available agents, but the customer will
stay in the queue if all agents are busy by default. You can bind a key to
the channel and play a message repeatedly to guide the customer to voicemail
by press a key.

 

Also maybe you need this patch to make the fifo works as desired.

 

http://jira.freeswitch.org/browse/MODAPP-272





I would join IRC for further assistance.

 

Thanks.

 

  _____  

From: freeswitch-users-bounces at lists.freeswitch.org
[mailto:freeswitch-users-bounces at lists.freeswitch.org] On Behalf Of Michael
Collins
Sent: Tuesday, May 05, 2009 7:19 PM
To: freeswitch-users at lists.freeswitch.org
Subject: Re: [Freeswitch-users] Inboud Call Queue

 

 

On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981 at gmail.com>
wrote:

Hi All,

In an inbound call center scenario is it possible that customers calls in
and calls are distributed between online (who are registered on FS and in
idle state) agents. I saw some on going discussion on list where it looks
that currently it's not possible but I am newbie so maybe I didn't
understand it well. If it's possible then please give me a start point that
how can I implement it.

I would start here:
http://wiki.freeswitch.org/wiki/Mod_fifo

I strongly recommend that you set up a FreeSWITCH server and play around
with it so that you can learn the pros and cons of using the FIFO queues. It
would be best if you could set up a few phones and set them as FIFO agents
and then have someone help you make test calls so that you can emulate your
CC environment. 

Also, you might want to join us on IRC: #freeswitch on irc.freenode.net -
there are several users who've had real world experience with mod_fifo and
they might be in a good position to answer your questions real-time.

-MC

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