[Freeswitch-users] answer when agent connects in mod_callcenter

[Saugort Dario Garcia Tovar]

Hi Anita,

I work with different call center solutions like Alcatel, Genesys, 
Avaya, Nortel, etc. I have not play with mod_callcenter yet.

Consider what Peter said about keep the call as unanswered. In a 
tradicional PBX with an ACD solution the answer state is send to asure 
to the PSTN or SIP provider that the call is being handled. On the other 
hand, the "logic" in the ACD the call is park/hold/ in queue until an 
agent become avalaible or after a timeout the call is rerouted to 
another point or dropped.

It is not a good practice hangup the caller if the agent does not 
answer, you will "transmit" an idea of "BAD SERVICE". You could instead 
to recover the call and locate another avalaible agent and put in  "Not 
Ready" or "Logout" the agent who does not answer a call in x seconds. It 
is a better approach.



On 3/7/2012 3:51 AM, Anita Hall wrote:
> Hey Peter
>
> Much thanks :) It worked like a charm!
>
> Now I am able  to ring an agent via mod_callcenter and if the agent 
> does not answer, then the caller is not answered. Magic !
>
> Now all I need to do is to hangup the caller if the agent does not 
> answer / cancels ....
>
> regards,
> Anita
>
>
>
> On Wed, Mar 7, 2012 at 12:41 PM, Peter Olsson 
> <peter.olsson at visionutveckling.se 
> <mailto:peter.olsson at visionutveckling.se>> wrote:
>
>     Look in the code for switch_channel_answer(), that's what causes
>     the call to be answered.
>
>     Anyway, even though an unanswered call seems great in theory, it
>     usually doesn't work, because the providers will only allow that
>     state for a limited time. So in the end, answer is usually what
>     must be done anyway.
>
>     /Peter
>
>     ----- Reply message -----
>     Från: "Anita Hall" <anita.hall at simmortel.com
>     <mailto:anita.hall at simmortel.com>>
>     Datum: ons, mar 7, 2012 07:24
>     Rubrik: [Freeswitch-users] answer when agent connects in
>     mod_callcenter
>     Till: "FreeSWITCH Users Help"
>     <freeswitch-users at lists.freeswitch.org
>     <mailto:freeswitch-users at lists.freeswitch.org>>
>
>     Hi!
>
>     I tried mod_callcenter and I must say it is an amazing piece of
>     work by Marc Olivier Chouinard! We had built something like this
>     over ESL but nothing beats a loadable module :)
>
>     The tricky question is how do I configure it so that the caller is
>     answered only after an agent is connected? By default, the call is
>     answered and moh is played. Is it even possible or do I have to
>     look inside mod_callcenter? If that, exactly where does a module
>     answer a call ?
>
>     Thanks.
>
>     regards,
>     Anita
>
>     !DSPAM:4f56fcb432761851621280!
>
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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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