[Freeswitch-users] Help needed regaridng Contact Center solution

[Nitin Tomer]

Please help.

On Thursday, 16-08-2012 on 17:10 Nitin Tomer wrote:

Hi,

 

I am working on a Contact Center solution. It will support mail, chat
and call queries.

The requirements are:

1. An end-customer calls, the call is handled by FreeSWITCH Auto
Attendant.
2. Customer is presented with a menu and makes selection. His call is
put on hold and an entry is made in my system's database for incoming
queries.
3. These queries are shown to agents handling calls.
4. And agent clicks on a query, he is shown an extension where call
is parked. He dials that and is connected to the customer.

5. He talks to the customer and resolve his queries.

Please guide me on how can do it. The application will be written in
Java.

I am an experienced programmers in Java/J2EE; but doesn't have much
knowledge of VoIP/FreeSWITCH. I’ve configured FreeSWITCH on Ubuntu
12.04; and have installed X-Lite Softphones on two Windows machines. I
configured these phones to work with FreeSWITCH and they are working
fine.

 

I think that I’d have to use Valet Parking to park customer’s
call on an extension, then pass that extension to agent who will dial
it and will be connected to the customer.

 

Please tell me whether this approach will work? And how should I go
about it.

 

All help would be much appreciated.

 

Regards

 

Nitin


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