[Freeswitch-users] Help needed regaridng Contact Center solution
g
g.d.monnezza at tiscali.it
Mon Aug 20 20:32:14 MSD 2012
Thanks Dario. You gave the answer I would like to do.
Liu, You can avoid agents dialing extensions to login/logout/pause, but at
least they have to click on some web app to let the system knows they are
available.
Another option is to let the system considerthem always available even when
the softphones are'nt registered. If you set a correct distribution criteria,
the unregistered softphones are skipped in a round robin distribution, as the
agents were not logged in. But in this case, forget about statistics on drops,
presence, waiting time on queue etc.
g
On Monday 20 August 2012 09:06:42 Saugort Dario Garcia Tovar wrote:
> mmm,
>
> You think that the agent is dialing an extension. It is not what is
> happening. The agent is dialing a number that invoke a mod_callcenter
> function: login/logout/not ready. As FS is like a pbx (and more than a
> pbx), it seems like an extension.
>
> Just, registrer to FS is not enough. What happen when the agent need to
> go the restroom, take coffee, couching, or take a break? Then, you will
> need to reproduce in the agent gui the funcion of login, logout and
> break... but again, what happen if your agent gui fail? your callcenter
> service will stop because your gui fail? Also, if you just use register
> signaling, you could face a wide sort of operational issues like, what
> happen if the agent left the position and left the their seats: then
> calls will be routed to empty seats!
>
> If you want to get the agent login/logout without the agent dial
> nothing... if I am not wrong, mod_callcenter offer functions to log and
> logout agent from fs console, so I think you can invoke them using
> execute() from lua or your script.
>
> On 8/20/2012 7:30 AM, x.liu wrote:
> > 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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> >>>> consulting at freeswitch.org
> >>>> http://www.freeswitchsolutions.com
> >>>>
> >>>>
> >>>>
> >>>>
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> >>>>
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> >>
> >> ______________________________________________________________________
> >> ___ Professional FreeSWITCH Consulting Services:
> >> consulting at freeswitch.org
> >> http://www.freeswitchsolutions.com
> >>
> >>
> >>
> >>
> >> Official FreeSWITCH Sites
> >> http://www.freeswitch.org
> >> http://wiki.freeswitch.org
> >> http://www.cluecon.com
> >>
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