[Freeswitch-users] is it possible to use mod_callcenter queues without answering the line

[Shaun Stokes]

To put the call on hold I believe it would need to be answered as I'm fairly sure you can't have the hold state while the call is ringing.

The ideal solution would be for you to send them the call logs which show the amount of time the agent has spent on the phone with the caller rather than using the telephone operators bill.

If this isn't possible then another option is to develop call centre module to have the option to keep the call in the ringing state until the agent has answered, I'm not familiar enough with the source code to point you in the right direction and this would also create hoops to jump through when you want to update FreeSWITCH (unless of course this feature gets added to the project).

________________________________________
From: FreeSWITCH-users [freeswitch-users-bounces at lists.freeswitch.org] on behalf of Khalil Khamlichi [khamlichi.khalil at gmail.com]
Sent: 26 October 2017 09:05
To: FreeSWITCH Users Help
Subject: Re: [Freeswitch-users] is it possible to use mod_callcenter queues without answering the line

The customer is billed by a third party (by his own telephone operator
on his phone bill) as soon as the call is established, so at the call
center side the need is to be able to not answer the phone until an
agent is available, if it times-out, its ok, maybe the call center
should provide more agents or something but it still is an issue that
is not to manage by the software, what I noticed though is that their
system is already configured for fail-over to some other location
after 8 seconds of ringing, so the requirement to not answer is
already taken care of upstream
.
let me ask a new question instead :
how can I put a call on hold without answering ? If I can do this I
will write some code that will check availability of agents and only
then put call in queue.

Thanks a lot for your help

On Wed, Oct 25, 2017 at 2:40 PM, GM phy <servtelar at gmail.com> wrote:
> You said it all, “in our case”, but the network works in a different way. So as Shaun pointed out, you can use the agent leg to bill your customer.
>
>
>> On Oct 25, 2017, at 3:32 AM, Khalil Khamlichi <khamlichi.khalil at gmail.com> wrote:
>>
>> In our case it is really mandatory, if customer does not get to talk
>> to an agent the company has no legal right to bill him anything. for
>> this we really must implement waiting without answering the call,
>>
>> On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo at freeswitch.org> wrote:
>>> Don't do that. :)
>>>
>>> Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar at gmail.com> escreveu:
>>>>
>>>> Hi
>>>>
>>>> That’s not a mandatory requirement at all, waiting time counts as part of
>>>> the call.
>>>> Doing something like that you’ll have a network disconnection due lack of
>>>> answer, no matter if you send 180 or 183. The timeout will depend on the
>>>> scenario on each country, but in general terms it will be between one or two
>>>> minutes.
>>>>
>>>> GM
>>>>
>>>>
>>>>> On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi
>>>>> <khamlichi.khalil at gmail.com> wrote:
>>>>>
>>>>> Hi,
>>>>>
>>>>> is it possible to use mod_callcenter queues without answering the
>>>>> line, that is the customer is held in the queue and hearing ringing
>>>>> (without the call being answered).
>>>>>
>>>>> In fact this is a mandatory requirement when calls have a cost and we
>>>>> don't want to charge customer for waiting time but only for talk time.
>>>>>
>>>>> Thanks in advance.
>>>>>
>>>>> Khalil
>>>>>
>>>>>
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>
>
> _________________________________________________________________________
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