[Freeswitch-users] Help needed regaridng Contact Center solution

[x.liu]

Hi g,

Thanks for your response!

My situation is that I don't want the agent to dial the extension to be 
able to accept calls.
The agents (e.g. a FS softphone client, or a Java application) just need 
to register to FS as SIP clients.

And I've not figured out what commands I should send if I use extension 
"^agent-login$" and FS socket.

So I guess I may be better not to use mod_callcenter for routing calls 
to different extensions.
just to use FS ESL and my own logics to bridge the calls.

I was curious about the reply "You don't need agent to dial anything to 
get the call from queue... "
and I thought my question is relevant to the thread, so I asked 
questions in this thread.
Apologies for that. I could have opened a different thread for the 
questions :-)

Cheers,
Xing


On 08/20/2012 11:53 AM, g wrote:
> You can log an agent into a queue by a web application in which a button click
> handles commands via the FS socket, or just let the agent dial an extension
> (i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct
> state.
> ie (replace agent_login regex into something like 999201 if your agent is 201)
> <extension name="agent_login">
>    <condition field="destination_number" expression="^agent-login$">
>      <action application="set" data="res=${callcenter_config(agent set status
> ${caller_id_number}@${domain_name} 'Available')}" />
>      <action application="answer" data=""/>
>      <action application="sleep" data="500"/>
>      <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/>
>      <action application="hangup" data=""/>
>    </condition>
> </extension>
>
> <extension name="agent_logoff">
>    <condition field="destination_number" expression="^agent-logoff$">
>      <action application="set" data="res=${callcenter_config(agent set status
> ${caller_id_number}@${domain_name} 'Logged Out')}" />
>      <action application="answer" data=""/>
>      <action application="sleep" data="500"/>
>      <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/>
>      <action application="hangup" data=""/>
>    </condition>
> </extension>
>
> The important thing is tha the agent is, somehow, putted in "available"
> status. You can also do it via fs_cli, but now I can't remeber the exact
> syntax for that. Help from cli should clarify.
>
> At this point, the agent should result in "waiting" state
> Of course, you should before declared that agent as member of a tier or, at
> least, of a queue.
>
> Hope it helps
> g
>
> On Friday 17 August 2012 14:48:04 x.liu wrote:
>> 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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> _________________________________________________________________________
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> http://www.freeswitchsolutions.com
>
> 
> 
>
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