You are right Jayesh, agent 1000 s being listed from CLI. But it is not in callcenter.cong.xml. Neither I have added it from CLI. Where it is coming from? Thanks Nitin From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Jayesh Nambiar Sent: Friday, August 31, 2012 8:07 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] mod_callcenter: Call being forwarded to caller itself Hi Nitin, In that case all you have to confirm is that you have not set the contact of any agent as 1000. Keep in mind that the agents can be pushed into freeswitch memory from API commands also. Basically you can use FS_CLI to add agents and set their contacts even without mentioning those agents in the XML file. So just be sure that you do not have any agent's contact set to 1000 and also check from FS_CLI issuing this command: "callcenter_config agent list" to make sure that none of the agent has contact set to 1000. --- Jayesh Hi Jayesh, Call is being redirected to call center because it is working other two options. Even for "sales" the call is redirected to caller(extn 1000) but when it is declined from there, it works as desired. Thanks Nitin From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Jayesh Nambiar Sent: Friday, August 31, 2012 6:55 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] mod_callcenter: Call being forwarded to caller itself Nitin, If this is your exact configuration, it is simply not possible that the call gets routed back to same extension unless there is something configured in the dialplan. Look at the console in loglevel 7 mode and check if the call goes into callcenter module or no? If no, check the flow of your dialplan and figure out what is taking the call back to the calling extension. --- Jayesh From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Nitin Tomer Sent: Wednesday, August 29, 2012 3:39 PM To: 'FreeSWITCH Users Help' Subject: [Freeswitch-users] mod_callcenter: Call being forwarded to caller itself 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/${strftime(%Y-%m-%d-%H-%M-%S)}.${destin ation_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/${strftime(%Y-%m-%d-%H-%M-%S)}.${dest ination_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/${strftime(%Y-%m-%d-%H-%M-%S)}.${dest ination_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. 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