[Freeswitch-users] skill-based ACD

[Remko Kloosterman]

This actually sounds very good Andrew. You even have an agent interface.

Do you have plans for a outbound campaign dialer? I know of a commercial
dialer that is good in it's predictive algotithm, but very bad when it
comes to campaign management.

-----Oorspronkelijk bericht-----
Van: freeswitch-users-bounces at lists.freeswitch.org
[mailto:freeswitch-users-bounces at lists.freeswitch.org] Namens Andrew
Thompson
Verzonden: vrijdag 18 september 2009 20:56
Aan: freeswitch-users at lists.freeswitch.org
Onderwerp: Re: [Freeswitch-users] skill-based ACD

On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote:
> I was curious about this myself. Even if someone has built a non-free
> skills-based ACD using FS I'd like to know about it.
> -MC

I guess nobody paid any attention to my Cluecon presentation... :(

http://wiki.opencsm.org/wiki/index.php/Spice_Telephony is a skill-based
ACD that uses FS for its voice components. I havent pimped it here in
quite a while but here's some of its major features

* Skill based routing
* Priority Queues (instead of just FIFO)
* Multiple call types (voice, voicemail and email are currently
  supported, instant message support (via libpurple) is prototyped)
* Outbound call support (no autodialer though)
* Distributed system so you can aggregate multiple FS
  instances/locations into one big 'virtual' callcenter
* Web-based agent and administrative interface

There's quite a bit more, but that's the overview. The project is
finally approaching a 1.0 after over a year of development - I hope to
deploy it in production sometime around the end of this year or the
beginning of 2010 (replacing my previous custom asterisk solution).

You can grab the code at
http://git.opencsm.org/index.cgi/spice-telephony/ (you can browse or
git clone that URL). All you should need to run it is a modern erlang
release (R12B5 or newer) and ruby/rake to run the build.

Andrew

_______________________________________________
FreeSWITCH-users mailing list
FreeSWITCH-users at lists.freeswitch.org
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org