[Freeswitch-users] setting up basic call center using mod_fifo

[Ken Kelly-Turner]

Hi Michael,

I was playing around with the default dialplan, and the fifo queue built in
seems to dial every agent logged to a queue simultaneously. I was just
trying to find more control than that.  I couldn't find in the wiki where
it describe how to set up that behaviour (or possibly I just misunderstood
it, i'm new to queuing, and freeswitch in general).

I've started playing around with mod_callcenter and that seems to support a
much larger variety of behaviour, so ot may be better suited for my
purposes. And I was actually looking to be able to log a database of the
actions performed by the agents as opposed to monitoring the events at
runtime, again, mod_callcenter seems to have more of that functionality
built in.  There was another mail thread on here about someone trying to do
something similar.  You suggested mod_xml_cdr, so I'm looking into that as
well.

Thanks,
Ken

On Mon, Oct 22, 2012 at 2:54 PM, Michael Collins <msc at freeswitch.org> wrote:

> Ken,
>
> Just curious - what kind of control are you hoping to have over the next
> agent receiving the call? The general operation is that whoever has been
> available the longest gets the next call. You can poll for information
> about queues using the "fifo list" or "fifo list_verbose" API commands.
> There are some events that get thrown but usually those have to do with
> calls entering/exiting the queue and/or getting connected to agents. If you
> want to see what those look like then set up a FIFO queue and then do this
> from fs_cli:
>
> /log 0
> /events plain all
> /filter Event-Name CUSTOM
>
> You'll see all custom events (including stuff from mod_conference) but I
> kinda like that view. You can also do a filter like this:
>
> /filter Event-Subclass fifo::info
>
> That will narrow it down only to FIFO-related events.
>
> HTH,
> MC
>
> On Thu, Oct 18, 2012 at 12:30 PM, Ken Kelly-Turner <
> kenkellyturner at gmail.com> wrote:
>
>> Hi all,
>>
>> I'm trying to set up a very basic call center using mod_fifo and I was
>> wondering if there was a way to control which agent the next call on the
>> queue gets sent to as well as a way to monitor the behaviour of the each
>> agent (tell when they've logged in/out, number of calls rejected, record
>> calls etc.)
>>
>> Thanks,
>> Ken
>>
>> _________________________________________________________________________
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>
>
> --
> Michael S Collins
> Twitter: @mercutioviz
> http://www.FreeSWITCH.org
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>
>
> _________________________________________________________________________
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> http://www.freeswitchsolutions.com
>
> 
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