[Freeswitch-users] mod_callcenter: Call being forwarded to caller itself
Jayesh Nambiar
jayesh.voip at gmail.com
Fri Aug 31 17:25:21 MSD 2012
Nitin,
> If this is your exact configuration, it is simply not possible that the
> call gets routed back to same extension unless there is something
> configured in the dialplan.
Look at the console in loglevel 7 mode and check if the call goes into
callcenter module or no? If no, check the flow of your dialplan and figure
out what is taking the call back to the calling extension.
--- Jayesh
> *From:* freeswitch-users-bounces at lists.freeswitch.org [mailto:
> freeswitch-users-bounces at lists.freeswitch.org] *On Behalf Of *Nitin Tomer
>
> *Sent:* Wednesday, August 29, 2012 3:39 PM
> *To:* 'FreeSWITCH Users Help'
> *Subject:* [Freeswitch-users] mod_callcenter: Call being forwarded to
> caller itself****
>
> ** **
>
> Hi,****
>
> ** **
>
> I’ve configure mod_callcenter on Ubuntu 12.0.4. I’ve 5 extensions working
> on 6 soft phones – 1000 to 1005. 1000 is used to call the IVR number, rest
> 5 are agents.****
>
> ** **
>
> The dial plan looks like –****
>
> ** **
>
> <extension name="ivr_nitin">****
>
> <condition field="destination_number" expression="^5002$">****
>
> <action application="answer"/>****
>
> <action application="sleep" data="500"/>****
>
> <action application="ivr" data="nitin_ivr"/>****
>
> </condition>****
>
> </extension>****
>
> <!-- For Call Center -->****
>
> <!-- Newgen Support -->****
>
> <extension>****
>
> <condition field="destination_number" expression="^(450)$">****
>
> <action application="set" data="caller_id_name=Newgen
> Support" />****
>
> <action application="set" data="call_timeout=60" />****
>
> <action application="set" data="originate_timeout=60" />****
>
> <action application="callcenter" data="support at default"/>***
> *
>
> </condition>****
>
> </extension>****
>
> ****
>
> <!-- Newgen Sales -->****
>
> <extension>****
>
> <condition field="destination_number" expression="^(451)$">****
>
> <action application="set" data="caller_id_name=Newgen
> Sales" />****
>
> <action application="set" data="call_timeout=60" />****
>
> <action application="set" data="originate_timeout=60" />***
> *
>
> <action application="callcenter" data="sales at default"/>****
>
> </condition>****
>
> </extension>****
>
> ** **
>
> <!-- Newgen Human Resources -->****
>
> <extension>****
>
> <condition field="destination_number" expression="^(452)$">****
>
> <action application="set" data="caller_id_name=Newgen Human
> Resources" />****
>
> <action application="set" data="call_timeout=60" />
> ****
>
> <action application="set" data="originate_timeout=60" />***
> *
>
> <action application="callcenter" data="hr at default"/>****
>
> </condition>****
>
> </extension>****
>
> ** **
>
> IVR.xml –****
>
> ** **
>
> <include>****
>
> <menu name="nitin_ivr"****
>
> greet-long="say:Welcome to Newgen Software Technologies
> Limited. Press 1 for support, 2 for sales or 3 for human resource"****
>
> greet-short="say:Welcome to Newgen. Press 1 for support, 2
> for sales or 3 for human resources"****
>
> invalid-sound="ivr/ivr-that_was_an_invalid_entry.wav"****
>
> exit-sound="voicemail/vm-goodbye.wav"****
>
> confirm-macro=""****
>
> confirm-key=""****
>
> tts-engine="flite"****
>
> tts-voice="slt"****
>
> confirm-attempts="3"****
>
> timeout="3000"****
>
> inter-digit-timeout="2000"****
>
> max-failures="3"****
>
> max-timeouts="3"****
>
> digit-len="4">****
>
> ****
>
> <entry action="menu-exec-app" digits="1" param="transfer
> 450 XML default"/> <!-- Support -->****
>
> <entry action="menu-exec-app" digits="2" param="transfer
> 451 XML default"/> <!-- Sales -->****
>
> <entry action="menu-exec-app" digits="3" param="transfer
> 452 XML default"/> <!-- Human Resources -->****
>
> ** **
>
> </menu>****
>
> </include>****
>
> ** **
>
> And callcenter.conf.xml –****
>
> ** **
>
> <configuration name="callcenter.conf" description="CallCenter">****
>
> <settings>****
>
> <!--<param name="odbc-dsn" value="dsn:user:pass"/>-->****
>
> <!--<param name="dbname" value="/dev/shm/callcenter.db"/>-->****
>
> </settings>****
>
> ** **
>
> <queues>****
>
> <queue name="sales at default">****
>
> <param name="strategy"
> value="agent-with-least-talk-time"/>****
>
> <param name="moh-sound"
> value="$${hold_music}"/>****
>
> <!--<param name="record-template"
> value="$${base_dir}/recordings/sales/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
> ****
>
> <param name="time-base-score"
> value="queue"/>****
>
> <param name="tier-rules-apply"
> value="false"/>****
>
> <param name="tier-rule-wait-second"
> value="300"/>****
>
> <param
> name="tier-rule-wait-multiply-level" value="true"/>****
>
> <param name="tier-rule-no-agent-no-wait"
> value="false"/>****
>
> <param name="discard-abandoned-after"
> value="14400"/>****
>
> <param name="max-wait-time" value="0"/>***
> *
>
> <param name="max-wait-time-with-no-agent"
> value="120"/>****
>
> </queue>****
>
> <queue name="support at default">****
>
> <param name="strategy"
> value="agent-with-least-talk-time"/>****
>
> <param name="moh-sound"
> value="$${hold_music}"/>****
>
> <!--<param name="record-template"
> value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
> ****
>
> <param name="time-base-score"
> value="queue"/>****
>
> <param name="tier-rules-apply"
> value="false"/>****
>
> <param name="tier-rule-wait-second"
> value="300"/>****
>
> <param
> name="tier-rule-wait-multiply-level" value="true"/>****
>
> <param name="tier-rule-no-agent-no-wait"
> value="false"/>****
>
> <param name="discard-abandoned-after"
> value="60"/>****
>
> <param name="abandoned-resume-allowed"
> value="false"/>****
>
> <param name="max-wait-time" value="0"/>***
> *
>
> <param name="max-wait-time-with-no-agent"
> value="120"/>****
>
> </queue>****
>
> <queue name="hr at default">****
>
> <param name="strategy"
> value="agent-with-least-talk-time"/>****
>
> <param name="moh-sound"
> value="$${hold_music}"/>****
>
> <!--<param name="record-template"
> value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
> ****
>
> <param name="time-base-score"
> value="queue"/>****
>
> <param name="tier-rules-apply"
> value="false"/>****
>
> <param name="tier-rule-wait-second"
> value="300"/>****
>
> <param
> name="tier-rule-wait-multiply-level" value="true"/>****
>
> <param name="tier-rule-no-agent-no-wait"
> value="false"/>****
>
> <param name="discard-abandoned-after"
> value="60"/>****
>
> <param name="abandoned-resume-allowed"
> value="false"/>****
>
> <param name="max-wait-time" value="0"/>***
> *
>
> <param name="max-wait-time-with-no-agent"
> value="120"/>****
>
> </queue>****
>
> </queues>****
>
> ** **
>
> <!-- WARNING: Configuration of XML Agents will be updated into the DB upon
> restart. -->****
>
> <!-- WARNING: Configuration of XML Tiers will reset the level and position
> if those were supplied. -->****
>
> <!-- WARNING: Agents and Tiers XML config shouldn't be used in a multi FS
> shared DB setup (Not currently supported anyway) -->****
>
> <agents>****
>
> <agent name="1001" type="callback"
> contact="[call_timeout=10]user/1001" status="Available" max-no-answer="3"
> wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />****
>
> <agent name="1002" type="callback"
> contact="[call_timeout=10]user/1002" status="Available" max-no-answer="3"
> wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />****
>
> <agent name="1003" type="callback"
> contact="[call_timeout=10]user/1003" status="Available" max-no-answer="3"
> wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />****
>
> <agent name="1004" type="callback"
> contact="[call_timeout=10]user/1004" status="Available" max-no-answer="3"
> wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />****
>
> <agent name="1005" type="callback"
> contact="[call_timeout=10]user/1005" status="Available" max-no-answer="3"
> wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />****
>
> </agents>****
>
> <tiers>****
>
> <!-- If no level or position is provided, they will default to 1. You
> should do this to keep db value on restart. -->****
>
> <!-- agent 1001 is in all three queues -->****
>
> <tier agent="1001" queue="sales at default" level="1"
> position="1"/>****
>
> <tier agent="1001" queue="support at default" level="1"
> position="1"/>****
>
> <tier agent="1001" queue="hr at default" level="1"
> position="1"/>****
>
> ** **
>
> <tier agent="1002" queue="sales at default" level="1"
> position="1"/>****
>
> ** **
>
> <tier agent="1003" queue="support at default" level="1"
> position="1"/>****
>
> ** **
>
> <tier agent="1004" queue="sales at default" level="1"
> position="1"/>****
>
> <tier agent="1004" queue="support at default" level="1"
> position="1"/>****
>
> ** **
>
> <tier agent="1005" queue="hr at default" level="1"
> position="1"/>****
>
> </tiers>****
>
> ** **
>
> </configuration>****
>
> ** **
>
> When I call from extension 1000 and press 2 for sales, call is routed back
> to extension 1000, which is not even in agents’ list. Why is it happening?
> ****
>
> ** **
>
> Regards****
>
> ** **
>
> Nitin****
>
>
> **
>
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