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