<div class="gmail_quote"><div>Hi Nitin,</div><div>In that case all you have to confirm is that you have not set the contact of any agent as 1000. Keep in mind that the agents can be pushed into freeswitch memory from API commands also. Basically you can use FS_CLI to add agents and set their contacts even without mentioning those agents in the XML file. So just be sure that you do not have any agent's contact set to 1000 and also check from FS_CLI issuing this command: "callcenter_config agent list" to make sure that none of the agent has contact set to 1000.</div>
<div><br></div><div>--- Jayesh</div><div><br></div><div> </div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div lang="EN-US" link="blue" vlink="purple">
<div>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d">Hi Jayesh,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d">Call is being redirected to call center because it is working
other two options. Even for “sales” the call is redirected to caller(extn 1000)
but when it is declined from there, it works as desired.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d">Thanks<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d">Nitin<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d"><u></u> <u></u></span></p>
<div style="border:none;border-top:solid #b5c4df 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> <a href="mailto:freeswitch-users-bounces@lists.freeswitch.org" target="_blank">freeswitch-users-bounces@lists.freeswitch.org</a>
[mailto:<a href="mailto:freeswitch-users-bounces@lists.freeswitch.org" target="_blank">freeswitch-users-bounces@lists.freeswitch.org</a>] <b>On Behalf Of </b>Jayesh
Nambiar<br>
<b>Sent:</b> Friday, August 31, 2012 6:55 PM<br>
<b>To:</b> <a href="mailto:freeswitch-users@lists.freeswitch.org" target="_blank">freeswitch-users@lists.freeswitch.org</a><br>
<b>Subject:</b> Re: [Freeswitch-users] mod_callcenter: Call being forwarded to
caller itself<u></u><u></u></span></p>
</div>
<p class="MsoNormal"><u></u> <u></u></p>
<div>
<div>
<p class="MsoNormal">Nitin, <u></u><u></u></p>
</div>
<blockquote style="border:none;border-left:solid #cccccc 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in">
<p class="MsoNormal">If this is your exact configuration, it is simply not
possible that the call gets routed back to same extension unless there is
something configured in the dialplan.<u></u><u></u></p>
</blockquote>
<div>
<p class="MsoNormal">Look at the console in loglevel 7 mode and check if the call
goes into callcenter module or no? If no, check the flow of your dialplan and
figure out what is taking the call back to the calling extension.<u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"><u></u> <u></u></p>
</div>
<div>
<p class="MsoNormal">--- Jayesh <u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
</div>
<blockquote style="border:none;border-left:solid #cccccc 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> <a href="mailto:freeswitch-users-bounces@lists.freeswitch.org" target="_blank">freeswitch-users-bounces@lists.freeswitch.org</a>
[mailto:<a href="mailto:freeswitch-users-bounces@lists.freeswitch.org" target="_blank">freeswitch-users-bounces@lists.freeswitch.org</a>] <b>On Behalf
Of </b>Nitin Tomer</span><u></u><u></u></p>
<div>
<div>
<div>
<div style="border:none;border-top:solid #b5c4df 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">Sent:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> Wednesday, August
29, 2012 3:39 PM<br>
<b>To:</b> 'FreeSWITCH Users Help'<br>
<b>Subject:</b> [Freeswitch-users] mod_callcenter: Call being forwarded to
caller itself</span><u></u><u></u></p>
</div>
</div>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">Hi,<u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">I’ve
configure mod_callcenter on Ubuntu 12.0.4. I’ve 5 extensions working on 6 soft
phones – 1000 to 1005. 1000 is used to call the IVR number, rest 5 are agents.<u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">The
dial plan looks like –<u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"><extension
name="ivr_nitin"><u></u><u></u></p>
<p class="MsoNormal">
<condition field="destination_number"
expression="^5002$"><u></u><u></u></p>
<p class="MsoNormal">
<action application="answer"/><u></u><u></u></p>
<p class="MsoNormal">
<action application="sleep" data="500"/><u></u><u></u></p>
<p class="MsoNormal">
<action application="ivr" data="nitin_ivr"/><u></u><u></u></p>
<p class="MsoNormal">
</condition><u></u><u></u></p>
<p class="MsoNormal">
</extension><u></u><u></u></p>
<p class="MsoNormal"><!--
For Call Center --><u></u><u></u></p>
<p class="MsoNormal"><!--
Newgen Support --><u></u><u></u></p>
<p class="MsoNormal">
<extension><u></u><u></u></p>
<p class="MsoNormal">
<condition field="destination_number"
expression="^(450)$"><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="caller_id_name=Newgen
Support" /><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="call_timeout=60" /><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="originate_timeout=60"
/><u></u><u></u></p>
<p class="MsoNormal">
<action application="callcenter"
data="support@default"/><u></u><u></u></p>
<p class="MsoNormal">
</condition><u></u><u></u></p>
<p class="MsoNormal">
</extension><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"><!--
Newgen Sales --><u></u><u></u></p>
<p class="MsoNormal">
<extension><u></u><u></u></p>
<p class="MsoNormal">
<condition field="destination_number"
expression="^(451)$"><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="caller_id_name=Newgen
Sales" /><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="call_timeout=60" /><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="originate_timeout=60"
/><u></u><u></u></p>
<p class="MsoNormal">
<action application="callcenter"
data="sales@default"/><u></u><u></u></p>
<p class="MsoNormal">
</condition><u></u><u></u></p>
<p class="MsoNormal">
</extension><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"><!--
Newgen Human Resources --><u></u><u></u></p>
<p class="MsoNormal">
<extension><u></u><u></u></p>
<p class="MsoNormal">
<condition field="destination_number"
expression="^(452)$"><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="caller_id_name=Newgen Human
Resources" /><u></u><u></u></p>
<p class="MsoNormal">
<action application="set"
data="call_timeout=60" /><u></u><u></u></p>
<p class="MsoNormal">
<action application="set" data="originate_timeout=60"
/><u></u><u></u></p>
<p class="MsoNormal">
<action application="callcenter" data="hr@default"/><u></u><u></u></p>
<p class="MsoNormal">
</condition><u></u><u></u></p>
<p class="MsoNormal">
</extension><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">IVR.xml
–<u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"><include><u></u><u></u></p>
<p class="MsoNormal">
<menu name="nitin_ivr"<u></u><u></u></p>
<p class="MsoNormal">
greet-long="say:Welcome to Newgen Software Technologies Limited. Press 1
for support, 2 for sales or 3 for human resource"<u></u><u></u></p>
<p class="MsoNormal">
greet-short="say:Welcome to Newgen. Press 1 for support, 2 for sales or 3
for human resources"<u></u><u></u></p>
<p class="MsoNormal">
invalid-sound="ivr/ivr-that_was_an_invalid_entry.wav"<u></u><u></u></p>
<p class="MsoNormal">
exit-sound="voicemail/vm-goodbye.wav"<u></u><u></u></p>
<p class="MsoNormal">
confirm-macro=""<u></u><u></u></p>
<p class="MsoNormal">
confirm-key=""<u></u><u></u></p>
<p class="MsoNormal">
tts-engine="flite"<u></u><u></u></p>
<p class="MsoNormal">
tts-voice="slt"<u></u><u></u></p>
<p class="MsoNormal">
confirm-attempts="3"<u></u><u></u></p>
<p class="MsoNormal">
timeout="3000"<u></u><u></u></p>
<p class="MsoNormal">
inter-digit-timeout="2000"<u></u><u></u></p>
<p class="MsoNormal">
max-failures="3"<u></u><u></u></p>
<p class="MsoNormal">
max-timeouts="3"<u></u><u></u></p>
<p class="MsoNormal">
digit-len="4"><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">
<entry action="menu-exec-app" digits="1"
param="transfer 450 XML default"/> <!--
Support --><u></u><u></u></p>
<p class="MsoNormal">
<entry action="menu-exec-app" digits="2"
param="transfer 451 XML default"/> <!-- Sales
--><u></u><u></u></p>
<p class="MsoNormal">
<entry
action="menu-exec-app" digits="3" param="transfer 452
XML default"/> <!-- Human Resources --><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">
</menu><u></u><u></u></p>
<p class="MsoNormal"></include><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">And
callcenter.conf.xml –<u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"><configuration
name="callcenter.conf" description="CallCenter"><u></u><u></u></p>
<p class="MsoNormal">
<settings><u></u><u></u></p>
<p class="MsoNormal">
<!--<param name="odbc-dsn"
value="dsn:user:pass"/>--><u></u><u></u></p>
<p class="MsoNormal">
<!--<param name="dbname"
value="/dev/shm/callcenter.db"/>--><u></u><u></u></p>
<p class="MsoNormal">
</settings><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">
<queues><u></u><u></u></p>
<p class="MsoNormal">
<queue
name="sales@default"><u></u><u></u></p>
<p class="MsoNormal">
<param name="strategy" value="agent-with-least-talk-time"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="moh-sound" value="$${hold_music}"/><u></u><u></u></p>
<p class="MsoNormal">
<!--<param name="record-template"
value="$${base_dir}/recordings/sales/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--><u></u><u></u></p>
<p class="MsoNormal">
<param name="time-base-score" value="queue"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rules-apply" value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-wait-second" value="300"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-wait-multiply-level" value="true"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-no-agent-no-wait"
value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="discard-abandoned-after" value="14400"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="max-wait-time" value="0"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="max-wait-time-with-no-agent"
value="120"/><u></u><u></u></p>
<p class="MsoNormal">
</queue><u></u><u></u></p>
<p class="MsoNormal">
<queue
name="support@default"><u></u><u></u></p>
<p class="MsoNormal">
<param name="strategy" value="agent-with-least-talk-time"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="moh-sound" value="$${hold_music}"/><u></u><u></u></p>
<p class="MsoNormal">
<!--<param name="record-template"
value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--><u></u><u></u></p>
<p class="MsoNormal">
<param name="time-base-score" value="queue"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rules-apply" value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-wait-second" value="300"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-wait-multiply-level" value="true"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-no-agent-no-wait" value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="discard-abandoned-after" value="60"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="abandoned-resume-allowed" value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="max-wait-time" value="0"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="max-wait-time-with-no-agent" value="120"/><u></u><u></u></p>
<p class="MsoNormal">
</queue><u></u><u></u></p>
<p class="MsoNormal">
<queue name="hr@default"><u></u><u></u></p>
<p class="MsoNormal">
<param name="strategy"
value="agent-with-least-talk-time"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="moh-sound" value="$${hold_music}"/><u></u><u></u></p>
<p class="MsoNormal">
<!--<param name="record-template"
value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--><u></u><u></u></p>
<p class="MsoNormal">
<param name="time-base-score" value="queue"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rules-apply" value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-wait-second" value="300"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-wait-multiply-level" value="true"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="tier-rule-no-agent-no-wait" value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="discard-abandoned-after" value="60"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="abandoned-resume-allowed" value="false"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="max-wait-time" value="0"/><u></u><u></u></p>
<p class="MsoNormal">
<param name="max-wait-time-with-no-agent"
value="120"/><u></u><u></u></p>
<p class="MsoNormal">
</queue><u></u><u></u></p>
<p class="MsoNormal">
</queues><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"><!--
WARNING: Configuration of XML Agents will be updated into the DB upon restart.
--><u></u><u></u></p>
<p class="MsoNormal"><!--
WARNING: Configuration of XML Tiers will reset the level and position if those
were supplied. --><u></u><u></u></p>
<p class="MsoNormal"><!--
WARNING: Agents and Tiers XML config shouldn't be used in a multi FS shared DB
setup (Not currently supported anyway) --><u></u><u></u></p>
<p class="MsoNormal">
<agents><u></u><u></u></p>
<p class="MsoNormal">
<agent name="1001" type="callback"
contact="[call_timeout=10]user/1001" status="Available"
max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" /><u></u><u></u></p>
<p class="MsoNormal">
<agent name="1002" type="callback"
contact="[call_timeout=10]user/1002" status="Available"
max-no-answer="3" wrap-up-time="10" reject-delay-time="10"
busy-delay-time="60" /><u></u><u></u></p>
<p class="MsoNormal">
<agent name="1003" type="callback"
contact="[call_timeout=10]user/1003" status="Available"
max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" /><u></u><u></u></p>
<p class="MsoNormal">
<agent name="1004" type="callback" contact="[call_timeout=10]user/1004"
status="Available" max-no-answer="3"
wrap-up-time="10" reject-delay-time="10"
busy-delay-time="60" /><u></u><u></u></p>
<p class="MsoNormal">
<agent name="1005" type="callback"
contact="[call_timeout=10]user/1005" status="Available"
max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" /><u></u><u></u></p>
<p class="MsoNormal">
</agents><u></u><u></u></p>
<p class="MsoNormal">
<tiers><u></u><u></u></p>
<p class="MsoNormal">
<!-- If no level or position is provided, they will default to 1. You
should do this to keep db value on restart. --><u></u><u></u></p>
<p class="MsoNormal">
<!-- agent 1001 is in all three queues --><u></u><u></u></p>
<p class="MsoNormal">
<tier
agent="1001" queue="sales@default" level="1"
position="1"/><u></u><u></u></p>
<p class="MsoNormal">
<tier agent="1001" queue="support@default"
level="1" position="1"/><u></u><u></u></p>
<p class="MsoNormal">
<tier agent="1001" queue="hr@default"
level="1" position="1"/><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">
<tier agent="1002" queue="sales@default"
level="1" position="1"/><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">
<tier
agent="1003" queue="support@default" level="1"
position="1"/><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">
<tier
agent="1004" queue="sales@default" level="1"
position="1"/><u></u><u></u></p>
<p class="MsoNormal">
<tier
agent="1004" queue="support@default" level="1"
position="1"/><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">
<tier
agent="1005" queue="hr@default" level="1"
position="1"/><u></u><u></u></p>
<p class="MsoNormal">
</tiers><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"></configuration><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">When
I call from extension 1000 and press 2 for sales, call is routed back to
extension 1000, which is not even in agents’ list. Why is it happening?<u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">Regards<u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal">Nitin<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
</div>
</div>
</blockquote>
</div>
</div>
<br>
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</h6></div>
<br></div>
</blockquote></div><br>