[Freeswitch-users] Help needed regaridng Contact Center solution

[Saugort Dario Garcia Tovar]

Hi,

As you see in the other mails, mod_callcenter is a good option. If you 
are  an experienced programmers in Java/J2EE, you could take a look to 
mod_java (or FS javascript support) + event_socket  to build a custom 
GUI for your agents.


On 8/16/2012 7:10 AM, 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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>
> 
> 
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-- 
Atentamente,
*Dario García*
Consultor.

CCCT, Nivel C2, Sector Yarey, Mz,
Ofc. MZ03a.
Caracas-Venezuela.
Teléfono: +58 212 9081842
Cel: +58 412 2221515
dgarcia at anew.com.ve
http://www.anew.com.ve
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