Hi, As you see in the other mails, mod_callcenter is a good option. If you are an experienced programmers in Java/J2EE, you could take a look to mod_java (or FS javascript support) + event_socket to build a custom GUI for your agents. On 8/16/2012 7:10 AM, Nitin Tomer wrote:
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
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