Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano On Thursday 16 August 2012 17:10:33 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