Hi,

 

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.

 

The dial plan looks like –

 

<extension name="ivr_nitin">

      <condition field="destination_number" expression="^5002$">

        <action application="answer"/>

        <action application="sleep" data="500"/>

                <action application="ivr" data="nitin_ivr"/>

      </condition>

    </extension>

<!-- For Call Center -->

<!-- Newgen Support -->

       <extension>

          <condition field="destination_number" expression="^(450)$">

              <action application="set" data="caller_id_name=Newgen Support" />

              <action application="set" data="call_timeout=60" />

              <action application="set" data="originate_timeout=60" />

              <action application="callcenter" data="support@default"/>

           </condition>

        </extension>

 

<!-- Newgen Sales -->

        <extension>

           <condition field="destination_number" expression="^(451)$">

               <action application="set" data="caller_id_name=Newgen Sales" />

               <action application="set" data="call_timeout=60" />

               <action application="set" data="originate_timeout=60" />

               <action application="callcenter" data="sales@default"/>

           </condition>

        </extension>

 

<!-- Newgen Human Resources -->

        <extension>

           <condition field="destination_number" expression="^(452)$">

               <action application="set" data="caller_id_name=Newgen Human Resources" />

                       <action application="set" data="call_timeout=60" />

               <action application="set" data="originate_timeout=60" />

               <action application="callcenter" data="hr@default"/>

           </condition>

        </extension>

 

IVR.xml –

 

<include>

        <menu name="nitin_ivr"

                greet-long="say:Welcome to Newgen Software Technologies Limited. Press 1 for support, 2 for sales or 3 for human resource"

                greet-short="say:Welcome to Newgen. Press 1 for support, 2 for sales or 3 for human resources"

                invalid-sound="ivr/ivr-that_was_an_invalid_entry.wav"

                exit-sound="voicemail/vm-goodbye.wav"

                confirm-macro=""

                confirm-key=""

                tts-engine="flite"

                tts-voice="slt"

                confirm-attempts="3"

                timeout="3000"

                inter-digit-timeout="2000"

                max-failures="3"

                max-timeouts="3"

                digit-len="4">

 

                <entry action="menu-exec-app" digits="1" param="transfer 450 XML default"/>    <!-- Support -->

                <entry action="menu-exec-app" digits="2" param="transfer 451 XML default"/>    <!-- Sales -->

                <entry action="menu-exec-app" digits="3" param="transfer 452 XML default"/>    <!-- Human Resources -->

 

        </menu>

</include>

 

And callcenter.conf.xml –

 

<configuration name="callcenter.conf" description="CallCenter">

  <settings>

    <!--<param name="odbc-dsn" value="dsn:user:pass"/>-->

    <!--<param name="dbname" value="/dev/shm/callcenter.db"/>-->

  </settings>

 

    <queues>

                <queue name="sales@default">

                                <param name="strategy" value="agent-with-least-talk-time"/>

                                <param name="moh-sound" value="$${hold_music}"/>

      <!--<param name="record-template" value="$${base_dir}/recordings/sales/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->

                                <param name="time-base-score" value="queue"/>

                                <param name="tier-rules-apply" value="false"/>

                                <param name="tier-rule-wait-second" value="300"/>

                                <param name="tier-rule-wait-multiply-level" value="true"/>

                                <param name="tier-rule-no-agent-no-wait" value="false"/>

                                <param name="discard-abandoned-after" value="14400"/>

                                <param name="max-wait-time" value="0"/>

                                <param name="max-wait-time-with-no-agent" value="120"/>

                </queue>

                <queue name="support@default">

                                <param name="strategy" value="agent-with-least-talk-time"/>

                                <param name="moh-sound" value="$${hold_music}"/>

      <!--<param name="record-template" value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->

                                <param name="time-base-score" value="queue"/>

                                <param name="tier-rules-apply" value="false"/>

                                <param name="tier-rule-wait-second" value="300"/>

                                <param name="tier-rule-wait-multiply-level" value="true"/>

                                <param name="tier-rule-no-agent-no-wait" value="false"/>

                                <param name="discard-abandoned-after" value="60"/>

                                <param name="abandoned-resume-allowed" value="false"/>

                                <param name="max-wait-time" value="0"/>

                                <param name="max-wait-time-with-no-agent" value="120"/>

                </queue>

                <queue name="hr@default">

                                <param name="strategy" value="agent-with-least-talk-time"/>

                                <param name="moh-sound" value="$${hold_music}"/>

      <!--<param name="record-template" value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->

                                <param name="time-base-score" value="queue"/>

                                <param name="tier-rules-apply" value="false"/>

                                <param name="tier-rule-wait-second" value="300"/>

                                <param name="tier-rule-wait-multiply-level" value="true"/>

                                <param name="tier-rule-no-agent-no-wait" value="false"/>

                                <param name="discard-abandoned-after" value="60"/>

                                <param name="abandoned-resume-allowed" value="false"/>

                                <param name="max-wait-time" value="0"/>

                                <param name="max-wait-time-with-no-agent" value="120"/>

                </queue>

  </queues>

 

<!-- WARNING: Configuration of XML Agents will be updated into the DB upon restart. -->

<!-- WARNING: Configuration of XML Tiers will reset the level and position if those were supplied. -->

<!-- WARNING: Agents and Tiers XML config shouldn't be used in a multi FS shared DB setup (Not currently supported anyway) -->

  <agents>

    <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" />

     <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" />

     <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" />

     <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" />

     <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" />

  </agents>

  <tiers>

    <!-- If no level or position is provided, they will default to 1.  You should do this to keep db value on restart. -->

                <!-- agent 1001 is in all three queues -->

                <tier agent="1001" queue="sales@default" level="1" position="1"/>

                <tier agent="1001" queue="support@default" level="1" position="1"/>

                <tier agent="1001" queue="hr@default" level="1" position="1"/>

 

                <tier agent="1002" queue="sales@default" level="1" position="1"/>

 

                <tier agent="1003" queue="support@default" level="1" position="1"/>

 

                <tier agent="1004" queue="sales@default" level="1" position="1"/>

                <tier agent="1004" queue="support@default" level="1" position="1"/>

 

                <tier agent="1005" queue="hr@default" level="1" position="1"/>

  </tiers>

 

</configuration>

 

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?

 

Regards

 

Nitin

 


Disclaimer :- This e-mail and any attachment may contain confidential, proprietary or legally privileged information. If you are not the original intended recipient and have erroneously received this message, you are prohibited from using, copying, altering or disclosing the content of this message. Please delete it immediately and notify the sender. Newgen Software Technologies Ltd (NSTL) accepts no responsibilities for loss or damage arising from the use of the information transmitted by this email including damages from virus and further acknowledges that no binding nature of the message shall be implied or assumed unless the sender does so expressly with due authority of NSTL.