[Freeswitch-users] Help needed regaridng Contact Center solution

Saugort Dario Garcia Tovar dgarcia at anew.com.ve
Tue Aug 21 23:13:46 MSD 2012 

No problem Xing,

Callcenter is not an easy task, it is a worl itself.

As your "agents" are IVR apps, and if you like mod_callcenter, you could 
just create a GUI to "control/set" the pseudo-status of your IVR apps. 
Also, if the agent is busy with a call, mod_callcenter just distribute 
calls to free agents.

Good luck with your project.

Regards,
Dario

On 8/21/2012 1:00 PM, x.liu wrote:
> Hi g & Dario,
>
> Many thanks for your suggestions and explanations! Very helpful!
>
> I should have made my scenarios clearer in the first place:
> My agents are IVR apps which have registered to FS and are always
> available unless they are answering calls.
>
>
> Cheers,
> Xing
>
>
> On 08/20/2012 05:32 PM, g wrote:
>> 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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>
>


-- 
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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