Andrew, I am sorry for forgetting about you. This is exactly why asked if you were you on IRC the other day... Can you tell me if this is going to stay open source when production ready? jmesquita On 9/18/09, Andrew Thompson <andrew@hijacked.us> wrote:
On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote:
I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC
I guess nobody paid any attention to my Cluecon presentation... :(
http://wiki.opencsm.org/wiki/index.php/Spice_Telephony is a skill-based ACD that uses FS for its voice components. I havent pimped it here in quite a while but here's some of its major features
* Skill based routing * Priority Queues (instead of just FIFO) * Multiple call types (voice, voicemail and email are currently supported, instant message support (via libpurple) is prototyped) * Outbound call support (no autodialer though) * Distributed system so you can aggregate multiple FS instances/locations into one big 'virtual' callcenter * Web-based agent and administrative interface
There's quite a bit more, but that's the overview. The project is finally approaching a 1.0 after over a year of development - I hope to deploy it in production sometime around the end of this year or the beginning of 2010 (replacing my previous custom asterisk solution).
You can grab the code at http://git.opencsm.org/index.cgi/spice-telephony/ (you can browse or git clone that URL). All you should need to run it is a modern erlang release (R12B5 or newer) and ruby/rake to run the build.
Andrew
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