[ANN] Spice Telephony 0.9.5 released (FS based callcenter)
So, it's been a while since I mentioned this project, but its finally nearing the point where it's going to be able to go into production (and replace my old asterisk-based platform) so I decided to dredge it up again. Briefly, spice telephony is a call/contact center platform that leverages FS for VoIP, IVRs, call recording, etc. It also supports handing email/voicemail contacts (chat is planned, too). Here's some features: * Skill based routing * Priority, unified queues * Web based administration, agent interaction (using the dojo toolkit) * Supervisory drag and drop interface for managing agents/call flow * Queue 'recipes' - ability to play announcements, send to voicemail, modify skills or priority based on certain conditions (queue time, media type, hour of day, # of available agents, etc). * Integration API for importing agents/clients out of a CRM/AD/whatever * Detailed CDRs recording every step of a call (IVR, Queue, Ring, Transfer, Wrapup, etc). The project is implemented in Erlang (erlang.org) and thus allows spice-telephony to be deployed as a distributed system (multiple nodes aggregated into a single system). Calls can come into any node and, skills permitting, can be offered to any agent on the local node or any of the remote nodes. Nodes can also operate independantly if isolated by a netsplit or simply deployed standalone. CDRs and config files are stored in erlang's distributed database, mnesia, and CDRs can be output in parallel to any node configured to do so (so you can have all your call data in multiple places without having to do SQL replication). Erlang's fault tolerant nature also allows the platform to be very robust, entire subsystems can fail at runtime and be automatically restarted by supervisor process, and the entire erlang node can be automatically restarted if the node crashes. There's a lot more than mentioned above, so I'd encourage anyone interested to grab the latest release from: http://opencsm.org/downloads/spice-telephony-0.9.6.tar.gz and look at the install guide: http://wiki.opencsm.org/wiki/index.php/Spice_Telephony_Install_Guide You'll need an erlang version >= R13B01 and ruby's 'rake' installed, you shouldn't need much of anything else. It *does* work on windows but I don't recommend it (I can try to help you get it working though). There's also some more information available here: http://wiki.opencsm.org/wiki/index.php/Spice_Telephony The documentation is a little sparse, but I'll do my best to answer any questions. Any feedback is appreciated. Andrew
I've been asked to provide some screenshots, so here's some of the agent/supervisor interface: http://eagle.bsd.st/~andrew/cpxshots/ Hopefully the image names are self-explanatory. In the ringing picture, that URL pop is a configurable URL that can be used to integrate with a CRM, in my case our own CRM - spicecsm. The URL supports interpolation for variables like callerid, clientid, call type, etc. The supervisor view is a little hard to describe via static images, but you're able to drag and drop agents into another profile (empty profiles are hidden when not dragging an agent), drag agents onto an agent to send them the call, and there's also various right click menus available. Oh, and I forgot to mention this before; this system is in 'live testing' and the goal is to do a final deployment sometime in January. Andrew
Hi its good to hear any compare document between Vicidial and this project Ram On Fri, Dec 18, 2009 at 7:16 PM, Andrew Thompson <andrew@hijacked.us> wrote:
I've been asked to provide some screenshots, so here's some of the agent/supervisor interface:
http://eagle.bsd.st/~andrew/cpxshots/
Hopefully the image names are self-explanatory. In the ringing picture, that URL pop is a configurable URL that can be used to integrate with a CRM, in my case our own CRM - spicecsm. The URL supports interpolation for variables like callerid, clientid, call type, etc.
The supervisor view is a little hard to describe via static images, but you're able to drag and drop agents into another profile (empty profiles are hidden when not dragging an agent), drag agents onto an agent to send them the call, and there's also various right click menus available.
Oh, and I forgot to mention this before; this system is in 'live testing' and the goal is to do a final deployment sometime in January.
Andrew
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On Sun, Dec 20, 2009 at 11:03:46PM -0800, ram wrote:
Hi
its good to hear
any compare document between Vicidial and this project
No document, but briefly: * More focused on inbound than on outbound (at least for the moment) vicidial is more geared for outbound. * Handles email in queue (and soon chat), vicidial is only voice. * wrapup time is per-call not static per-'campaign' * license is a little more liberal * can operate as a distributed system * doesn't need asterisk ;) Andrew
On Mon, Dec 21, 2009 at 8:07 AM, Andrew Thompson <andrew@hijacked.us> wrote:
On Sun, Dec 20, 2009 at 11:03:46PM -0800, ram wrote:
Hi
its good to hear
any compare document between Vicidial and this project
No document, but briefly:
* More focused on inbound than on outbound (at least for the moment) vicidial is more geared for outbound. * Handles email in queue (and soon chat), vicidial is only voice. * wrapup time is per-call not static per-'campaign' * license is a little more liberal * can operate as a distributed system * doesn't need asterisk ;)
Now *that* is a feature worth paying for! ;) Also, I thought you had a community edition vs. a professional edition? If so could you explain the difference? -MC
On Mon, Dec 21, 2009 at 09:48:44AM -0800, Michael Collins wrote:
On Mon, Dec 21, 2009 at 8:07 AM, Andrew Thompson <andrew@hijacked.us> wrote:
On Sun, Dec 20, 2009 at 11:03:46PM -0800, ram wrote:
Hi
its good to hear
any compare document between Vicidial and this project
No document, but briefly:
* More focused on inbound than on outbound (at least for the moment) vicidial is more geared for outbound. * Handles email in queue (and soon chat), vicidial is only voice. * wrapup time is per-call not static per-'campaign' * license is a little more liberal * can operate as a distributed system * doesn't need asterisk ;)
Now *that* is a feature worth paying for! ;)
Also, I thought you had a community edition vs. a professional edition? If so could you explain the difference?
I've managed to avoid that thus far, I suspect that something like an outbound campaign manager (which could be implemented as just another media type) might be something to fall under that sort of split, but right now the release includes everything we've got (including an integration module that's probably of limited use to anyone else - but its a good example of how to build your own). Andrew
There seems to be something wrong with both opencsm.org and wiki.opencsm.org. Just thought I'd let you know.
On Tue, Jan 05, 2010 at 03:42:57PM +1300, Tim Uckun wrote:
There seems to be something wrong with both opencsm.org and wiki.opencsm.org.
Just thought I'd let you know.
Yeah, my company wanted me to move it, so I re-hosted it as a github project (with a new name): http://github.com/Vagabond/OpenACD I hadn't announced the change yet because I've been away for the last week and didn't have time. The wiki contents haven't been moved over yet, but they needed some cleanup anyway. On the other hand attended transfer support finally materialized. Andrew
On Mon, Jan 11, 2010 at 10:12 AM, Andrew Thompson <andrew@hijacked.us>wrote:
On Tue, Jan 05, 2010 at 03:42:57PM +1300, Tim Uckun wrote:
There seems to be something wrong with both opencsm.org and wiki.opencsm.org.
Just thought I'd let you know.
Yeah, my company wanted me to move it, so I re-hosted it as a github project (with a new name):
http://github.com/Vagabond/OpenACD
I hadn't announced the change yet because I've been away for the last week and didn't have time. The wiki contents haven't been moved over yet, but they needed some cleanup anyway.
On the other hand attended transfer support finally materialized.
Thanks Andrew! -MC
participants (4)
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Andrew Thompson
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Michael Collins
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ram
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Tim Uckun