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<div class="moz-cite-prefix">mmm,<br>
<br>
You think that the agent is dialing an extension. It is not what
is happening. The agent is dialing a number that invoke a
mod_callcenter function: login/logout/not ready. As FS is like a
pbx (and more than a pbx), it seems like an extension.<br>
<br>
Just, registrer to FS is not enough. What happen when the agent
need to go the restroom, take coffee, couching, or take a break?
Then, you will need to reproduce in the agent gui the funcion of
login, logout and break... but again, what happen if your agent
gui fail? your callcenter service will stop because your gui fail?
Also, if you just use register signaling, you could face a wide
sort of operational issues like, what happen if the agent left the
position and left the their seats: then calls will be routed to
empty seats!<br>
<br>
If you want to get the agent login/logout without the agent dial
nothing... if I am not wrong, mod_callcenter offer functions to
log and logout agent from fs console, so I think you can invoke
them using execute() from lua or your script.<br>
<br>
<br>
On 8/20/2012 7:30 AM, x.liu wrote:<br>
</div>
<blockquote cite="mid:503226CE.7040307@hw.ac.uk" type="cite">
<pre wrap="">Hi g,
Thanks for your response!
My situation is that I don't want the agent to dial the extension to be
able to accept calls.
The agents (e.g. a FS softphone client, or a Java application) just need
to register to FS as SIP clients.
And I've not figured out what commands I should send if I use extension
"^agent-login$" and FS socket.
So I guess I may be better not to use mod_callcenter for routing calls
to different extensions.
just to use FS ESL and my own logics to bridge the calls.
I was curious about the reply "You don't need agent to dial anything to
get the call from queue... "
and I thought my question is relevant to the thread, so I asked
questions in this thread.
Apologies for that. I could have opened a different thread for the
questions :-)
Cheers,
Xing
On 08/20/2012 11:53 AM, g wrote:
</pre>
<blockquote type="cite">
<pre wrap="">You can log an agent into a queue by a web application in which a button click
handles commands via the FS socket, or just let the agent dial an extension
(i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct
state.
ie (replace agent_login regex into something like 999201 if your agent is 201)
<extension name="agent_login">
<condition field="destination_number" expression="^agent-login$">
<action application="set" data="res=${callcenter_config(agent set status
${caller_id_number}@${domain_name} 'Available')}" />
<action application="answer" data=""/>
<action application="sleep" data="500"/>
<action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/>
<action application="hangup" data=""/>
</condition>
</extension>
<extension name="agent_logoff">
<condition field="destination_number" expression="^agent-logoff$">
<action application="set" data="res=${callcenter_config(agent set status
${caller_id_number}@${domain_name} 'Logged Out')}" />
<action application="answer" data=""/>
<action application="sleep" data="500"/>
<action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/>
<action application="hangup" data=""/>
</condition>
</extension>
The important thing is tha the agent is, somehow, putted in "available"
status. You can also do it via fs_cli, but now I can't remeber the exact
syntax for that. Help from cli should clarify.
At this point, the agent should result in "waiting" state
Of course, you should before declared that agent as member of a tier or, at
least, of a queue.
Hope it helps
g
On Friday 17 August 2012 14:48:04 x.liu wrote:
</pre>
<blockquote type="cite">
<pre wrap="">I am also trying the mod_callcenter. What I want is to route a call to
one agent ( a registered FS client, e.g. a SIP softphone)
of a list of agents by a Random or RoundRobin policy.
When I dial the extension which calls the callcenter app, I only have
hold-on music. It does not route a call to a agent.
You said " You don't need agent to dial anything to get the call from
queue. ",
I am wondering how I could let an agent log into the queue?
Thanks!
Xing
On 08/17/2012 01:56 PM, g wrote:
</pre>
<blockquote type="cite">
<pre wrap="">Me too, I'm often dealing with callcenters (inbound+outbound). I found
in
Freeswitch the easyest solution to manage queue and agents. I'm not a
programmer, but I have experience with Asterisk, Freeswitch and the
whole
workflow of complex callcenters.
My suggestion too is to use mod_callcenter. Easy, fast, powerful. You
don't need agent to dial anything to get the call from queue.
In my opinion, you can use that module or, for more complex things (ie.
outbound predictive) you can use the socket manager to perform call
placement, call transfer, conference with thirdy-part recording IVR
etc.
I feel the best solution, also if it will require some effort for a Java
programmer, is to do all that in php, which is light and fast also for
older PC, able to run also with thin-client low memory low-cpu
machines. If you can plan to turn to php and you don't have too short
time, I can consider to help for the Freeswitch part.
giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
</pre>
<blockquote type="cite">
<pre wrap="">Hi,
I am working on a Contact Center solution. It will support mail, chat
and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto
Attendant. 2. Customer is presented with a menu and makes selection.
His call is put on hold and an entry is made in my system's database
for incoming queries. 3. These queries are shown to agents handling
calls.
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 it. The application will be written in
Java.
I am an experienced programmers in Java/J2EE; but doesn't have much
knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu
12.04; and have installed X-Lite Softphones on two Windows machines.
I configured these phones to work with FreeSWITCH and they are
working fine.
I think that I'd have to use Valet Parking to park customer's call on
an
extension, then pass that extension to agent who will dial it and will
be connected to the customer.
Please tell me whether this approach will work? And how should I go
about it.
All help would be much appreciated.
Regards
Nitin
</pre>
</blockquote>
<pre wrap="">________________________________________________________________________
_
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</pre>
</blockquote>
</blockquote>
<pre wrap="">_________________________________________________________________________
Professional FreeSWITCH Consulting Services:
<a class="moz-txt-link-abbreviated" href="mailto:consulting@freeswitch.org">consulting@freeswitch.org</a>
<a class="moz-txt-link-freetext" href="http://www.freeswitchsolutions.com">http://www.freeswitchsolutions.com</a>
FreeSWITCH-powered IP PBX: The CudaTel Communication Server
<a class="moz-txt-link-freetext" href="http://www.cudatel.com">http://www.cudatel.com</a>
Official FreeSWITCH Sites
<a class="moz-txt-link-freetext" href="http://www.freeswitch.org">http://www.freeswitch.org</a>
<a class="moz-txt-link-freetext" href="http://wiki.freeswitch.org">http://wiki.freeswitch.org</a>
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</pre>
</blockquote>
<pre wrap="">
</pre>
</blockquote>
<br>
<br>
<div class="moz-signature">-- <br>
Atentamente,
<br>
<b>Dario García</b>
<br>
Consultor.
<br>
<br>
CCCT, Nivel C2, Sector Yarey, Mz, <br>
Ofc. MZ03a. <br>
Caracas-Venezuela.
<br>
Teléfono: +58 212 9081842
<br>
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