[Freeswitch-users] Help needed regaridng Contact Center solution

[Hector Geraldino]

In case you want to build your own queue instead of using mod_callcenter, you can:

1) playing a menu using the ivr application
2) after user selects an option, transfer the call to an extension that will send the control of the call to the java application (ESL in outbound socket mode)
3) java app inserts a record on the DB (with the call uuid), and parks the call (no valet parking, just park() )
4) your end-user app keeps polling the database, and shows the calls on hold
5) user clicks on the call record. This action sends a command to the java app that has control of the call (via RMI, sockets, HTTP, JMS, any communication method you choose). The message contains the call UUID and the extension of the user who clicked on the call record.
6) the java app receives the command, and performs a bridge between the call it is controlling and the extension received on the method call.

All this is completely doable. I myself have built an application to control service desk hotlines using FreeSWITCH + Java ESL client library 

http://wiki.freeswitch.org/wiki/Java_ESL_Client

g.luck!

-----Original Message-----
From: freeswitch-users-bounces at lists.freeswitch.org [mailto:freeswitch-users-bounces at lists.freeswitch.org] On Behalf Of x.liu
Sent: Friday, August 17, 2012 9:48 AM
To: FreeSWITCH Users Help
Subject: Re: [Freeswitch-users] Help needed regaridng Contact Center solution

I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy.

When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent.
You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue?

Thanks!

Xing


On 08/17/2012 01:56 PM, g wrote:
> Me too, I'm often dealing with callcenters (inbound+outbound). I found 
> in Freeswitch the easyest solution to manage queue and agents. I'm not 
> a programmer, but I have experience with Asterisk, Freeswitch and the 
> whole workflow of complex callcenters.
> My suggestion too is to use mod_callcenter. Easy, fast, powerful. You 
> don't need agent to dial anything to get the call from queue.
> In my opinion, you can use that module or, for more complex things (ie.
> outbound predictive) you can use the socket manager to perform  call 
> placement, call transfer, conference with thirdy-part recording  IVR etc.
> I feel the best solution, also if it will require some effort for a 
> Java programmer, is to do all that in php, which is light and fast 
> also for older PC, able to run also with thin-client low memory low-cpu machines.
> If you can plan to turn to php and you don't have too short time, I 
> can consider to help for the Freeswitch part.
> giuliano
>
>
> On Thursday 16 August 2012 17:10:33 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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