[Freeswitch-users] Help needed in a Contact Center solution

[Nitin Tomer]

Hi,

 

I have posted this query earlier, now refining it a bit more. I need to do
the following using FreeSwithc -


1. An end-customer calls, the call is handled by mod_ivr.
2. Customer is presented with a menu, she makes selection and also enters
some identification. Her call is parked on a pre-decided extension and an
entry is made in a database for this call. This entry will hold the
selections made by the caller and the extension where call is parked.
3. I will write a service which will poll this database for new calls.

5. New calls will be shown in agents' dashboards.
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 points 1 & 2. 



Regards

 

Nitin


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