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<div class=Section1>
<p class=MsoNormal><span style='color:#1F497D'>Any idea why it might be
happening?<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<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"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
freeswitch-users-bounces@lists.freeswitch.org
[mailto:freeswitch-users-bounces@lists.freeswitch.org] <b>On Behalf Of </b>Nitin
Tomer<br>
<b>Sent:</b> 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<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Hi,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The dial plan looks like –<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><extension name="ivr_nitin"><o:p></o:p></p>
<p class=MsoNormal> <condition field="destination_number"
expression="^5002$"><o:p></o:p></p>
<p class=MsoNormal> <action
application="answer"/><o:p></o:p></p>
<p class=MsoNormal> <action
application="sleep" data="500"/><o:p></o:p></p>
<p class=MsoNormal>
<action application="ivr" data="nitin_ivr"/><o:p></o:p></p>
<p class=MsoNormal> </condition><o:p></o:p></p>
<p class=MsoNormal> </extension><o:p></o:p></p>
<p class=MsoNormal><!-- For Call Center --><o:p></o:p></p>
<p class=MsoNormal><!-- Newgen Support --><o:p></o:p></p>
<p class=MsoNormal> <extension><o:p></o:p></p>
<p class=MsoNormal>
<condition field="destination_number"
expression="^(450)$"><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="caller_id_name=Newgen
Support" /><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="call_timeout=60" /><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="originate_timeout=60"
/><o:p></o:p></p>
<p class=MsoNormal>
<action application="callcenter"
data="support@default"/><o:p></o:p></p>
<p class=MsoNormal>
</condition><o:p></o:p></p>
<p class=MsoNormal>
</extension><o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal><!-- Newgen Sales --><o:p></o:p></p>
<p class=MsoNormal> <extension><o:p></o:p></p>
<p class=MsoNormal>
<condition field="destination_number"
expression="^(451)$"><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="caller_id_name=Newgen
Sales" /><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="call_timeout=60" /><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="originate_timeout=60"
/><o:p></o:p></p>
<p class=MsoNormal>
<action application="callcenter"
data="sales@default"/><o:p></o:p></p>
<p class=MsoNormal>
</condition><o:p></o:p></p>
<p class=MsoNormal>
</extension><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><!-- Newgen Human Resources --><o:p></o:p></p>
<p class=MsoNormal> <extension><o:p></o:p></p>
<p class=MsoNormal>
<condition field="destination_number"
expression="^(452)$"><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="caller_id_name=Newgen Human
Resources" /><o:p></o:p></p>
<p class=MsoNormal>
<action application="set"
data="call_timeout=60" /><o:p></o:p></p>
<p class=MsoNormal>
<action application="set" data="originate_timeout=60"
/><o:p></o:p></p>
<p class=MsoNormal>
<action application="callcenter" data="hr@default"/><o:p></o:p></p>
<p class=MsoNormal>
</condition><o:p></o:p></p>
<p class=MsoNormal>
</extension><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>IVR.xml –<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><include><o:p></o:p></p>
<p class=MsoNormal> <menu
name="nitin_ivr"<o:p></o:p></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"<o:p></o:p></p>
<p class=MsoNormal>
greet-short="say:Welcome to Newgen. Press 1 for support, 2 for sales or 3
for human resources"<o:p></o:p></p>
<p class=MsoNormal>
invalid-sound="ivr/ivr-that_was_an_invalid_entry.wav"<o:p></o:p></p>
<p class=MsoNormal>
exit-sound="voicemail/vm-goodbye.wav"<o:p></o:p></p>
<p class=MsoNormal>
confirm-macro=""<o:p></o:p></p>
<p class=MsoNormal>
confirm-key=""<o:p></o:p></p>
<p class=MsoNormal>
tts-engine="flite"<o:p></o:p></p>
<p class=MsoNormal>
tts-voice="slt"<o:p></o:p></p>
<p class=MsoNormal>
confirm-attempts="3"<o:p></o:p></p>
<p class=MsoNormal>
timeout="3000"<o:p></o:p></p>
<p class=MsoNormal>
inter-digit-timeout="2000"<o:p></o:p></p>
<p class=MsoNormal>
max-failures="3"<o:p></o:p></p>
<p class=MsoNormal>
max-timeouts="3"<o:p></o:p></p>
<p class=MsoNormal>
digit-len="4"><o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>
<entry action="menu-exec-app" digits="1"
param="transfer 450 XML default"/> <!--
Support --><o:p></o:p></p>
<p class=MsoNormal>
<entry action="menu-exec-app" digits="2" param="transfer
451 XML default"/> <!-- Sales --><o:p></o:p></p>
<p class=MsoNormal>
<entry
action="menu-exec-app" digits="3" param="transfer 452
XML default"/> <!-- Human Resources --><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> </menu><o:p></o:p></p>
<p class=MsoNormal></include><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>And callcenter.conf.xml –<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><configuration name="callcenter.conf"
description="CallCenter"><o:p></o:p></p>
<p class=MsoNormal> <settings><o:p></o:p></p>
<p class=MsoNormal> <!--<param
name="odbc-dsn" value="dsn:user:pass"/>--><o:p></o:p></p>
<p class=MsoNormal> <!--<param name="dbname"
value="/dev/shm/callcenter.db"/>--><o:p></o:p></p>
<p class=MsoNormal> </settings><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> <queues><o:p></o:p></p>
<p class=MsoNormal>
<queue
name="sales@default"><o:p></o:p></p>
<p class=MsoNormal>
<param name="strategy"
value="agent-with-least-talk-time"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="moh-sound" value="$${hold_music}"/><o:p></o:p></p>
<p class=MsoNormal> <!--<param
name="record-template"
value="$${base_dir}/recordings/sales/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--><o:p></o:p></p>
<p class=MsoNormal>
<param name="time-base-score" value="queue"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rules-apply" value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-wait-second" value="300"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-wait-multiply-level" value="true"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-no-agent-no-wait" value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="discard-abandoned-after" value="14400"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="max-wait-time" value="0"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="max-wait-time-with-no-agent" value="120"/><o:p></o:p></p>
<p class=MsoNormal>
</queue><o:p></o:p></p>
<p class=MsoNormal>
<queue name="support@default"><o:p></o:p></p>
<p class=MsoNormal>
<param name="strategy" value="agent-with-least-talk-time"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="moh-sound" value="$${hold_music}"/><o:p></o:p></p>
<p class=MsoNormal> <!--<param
name="record-template" value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--><o:p></o:p></p>
<p class=MsoNormal>
<param name="time-base-score" value="queue"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rules-apply" value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-wait-second" value="300"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-wait-multiply-level" value="true"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-no-agent-no-wait"
value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="discard-abandoned-after" value="60"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="abandoned-resume-allowed" value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="max-wait-time" value="0"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="max-wait-time-with-no-agent" value="120"/><o:p></o:p></p>
<p class=MsoNormal>
</queue><o:p></o:p></p>
<p class=MsoNormal>
<queue name="hr@default"><o:p></o:p></p>
<p class=MsoNormal>
<param name="strategy" value="agent-with-least-talk-time"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="moh-sound" value="$${hold_music}"/><o:p></o:p></p>
<p class=MsoNormal> <!--<param
name="record-template"
value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--><o:p></o:p></p>
<p class=MsoNormal>
<param name="time-base-score" value="queue"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rules-apply" value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-wait-second" value="300"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-wait-multiply-level"
value="true"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="tier-rule-no-agent-no-wait" value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="discard-abandoned-after" value="60"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="abandoned-resume-allowed"
value="false"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="max-wait-time" value="0"/><o:p></o:p></p>
<p class=MsoNormal>
<param name="max-wait-time-with-no-agent" value="120"/><o:p></o:p></p>
<p class=MsoNormal>
</queue><o:p></o:p></p>
<p class=MsoNormal> </queues><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><!-- WARNING: Configuration of XML Agents will be updated
into the DB upon restart. --><o:p></o:p></p>
<p class=MsoNormal><!-- WARNING: Configuration of XML Tiers will reset the
level and position if those were supplied. --><o:p></o:p></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) --><o:p></o:p></p>
<p class=MsoNormal> <agents><o:p></o:p></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"
/><o:p></o:p></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"
/><o:p></o:p></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" /><o:p></o:p></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" /><o:p></o:p></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"
/><o:p></o:p></p>
<p class=MsoNormal> </agents><o:p></o:p></p>
<p class=MsoNormal> <tiers><o:p></o:p></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. --><o:p></o:p></p>
<p class=MsoNormal>
<!-- agent 1001 is in all three queues --><o:p></o:p></p>
<p class=MsoNormal>
<tier
agent="1001" queue="sales@default" level="1"
position="1"/><o:p></o:p></p>
<p class=MsoNormal>
<tier agent="1001" queue="support@default"
level="1" position="1"/><o:p></o:p></p>
<p class=MsoNormal>
<tier agent="1001" queue="hr@default"
level="1" position="1"/><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>
<tier agent="1002" queue="sales@default"
level="1" position="1"/><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>
<tier agent="1003" queue="support@default"
level="1" position="1"/><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>
<tier
agent="1004" queue="sales@default" level="1"
position="1"/><o:p></o:p></p>
<p class=MsoNormal>
<tier
agent="1004" queue="support@default" level="1"
position="1"/><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>
<tier
agent="1005" queue="hr@default" level="1"
position="1"/><o:p></o:p></p>
<p class=MsoNormal> </tiers><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal></configuration><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></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?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Regards<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Nitin<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p> </o:p></span></p>
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NSTL. <o:p></o:p></h6>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p> </o:p></span></p>
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