[Freeswitch-users] mod_callcenter: Call being forwarded to caller itself
Nitin Tomer
ntomer at newgen.co.in
Fri Aug 31 17:53:20 MSD 2012
Hi Jayesh,
Call is being redirected to call center because it is working other two
options. Even for "sales" the call is redirected to caller(extn 1000) but
when it is declined from there, it works as desired.
Thanks
Nitin
From: freeswitch-users-bounces at lists.freeswitch.org
[mailto:freeswitch-users-bounces at lists.freeswitch.org] On Behalf Of Jayesh
Nambiar
Sent: Friday, August 31, 2012 6:55 PM
To: freeswitch-users at lists.freeswitch.org
Subject: Re: [Freeswitch-users] mod_callcenter: Call being forwarded to
caller itself
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/${strftime(%Y-%m-%d-%H-%M-%S)}.${destin
ation_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/${strftime(%Y-%m-%d-%H-%M-%S)}.${dest
ination_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/${strftime(%Y-%m-%d-%H-%M-%S)}.${dest
ination_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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