Callcenter module, can I originate call for an agent in uuid-standby mode ?
Hi, I need to give my agents ability to make manual calls, hopefully without leaving their actually established call (they are in uuid-standby mode and in Idle state so there is no live member on the line ). my questions: Is it possible to originate a new call and bridge with agent uuid-standby session ? would it not break the callcenter establised uuid-standby session ? would the agent return to its uuid-standby session after the originated call is hangup ? ofcourse if this is too complicated, I would just connect the agent thru a second line, while leaving his uuid-standby call on the first line, though it would be so cool to somehow stay on that same uuid-standby session and enjoy both calllcenter module and manual dialing. Thanks in advance, and I appreciate your help. Khalil
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
On Jun 14, 2017, at 8:09 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
I need to give my agents ability to make manual calls, hopefully without leaving their actually established call (they are in uuid-standby mode and in Idle state so there is no live member on the line ).
my questions:
Is it possible to originate a new call and bridge with agent uuid-standby session ? would it not break the callcenter establised uuid-standby session ? would the agent return to its uuid-standby session after the originated call is hangup ?
ofcourse if this is too complicated, I would just connect the agent thru a second line, while leaving his uuid-standby call on the first line, though it would be so cool to somehow stay on that same uuid-standby session and enjoy both calllcenter module and manual dialing.
Thanks in advance, and I appreciate your help.
Khalil
What makes mod_fifo better these days? Some reason I was under the impression mod_callcenter is a better choice. Can you please give some real world examples where mod_fifo excels compared to mod_callcenter, or features that are not possible to implement with the latter? Thanks Mike On Mon, Jun 19, 2017, at 09:34 AM, Michael Jerris wrote:
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
mod_fifo has ALWAYS been superior, people assume otherwise because of the name. Check it out, its pretty powerful. mod_callcenter was written because people had a hard time understanding mod_fifo. It supports agent tracking, some skills routing, inbound and outbound agents, etc. If there is stuff missing we should really sort getting it into mod_fifo and abandon mod_callcenter.
On Jun 19, 2017, at 12:48 PM, Michael Avers <michael@mailworks.org> wrote:
What makes mod_fifo better these days? Some reason I was under the impression mod_callcenter is a better choice. Can you please give some real world examples where mod_fifo excels compared to mod_callcenter, or features that are not possible to implement with the latter?
Thanks Mike
On Mon, Jun 19, 2017, at 09:34 AM, Michael Jerris wrote:
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
alright, does mod_fifo support some sort of uuid_standby mode ? On Mon, Jun 19, 2017 at 6:27 PM, Michael Jerris <mike@jerris.com> wrote:
mod_fifo has ALWAYS been superior, people assume otherwise because of the name. Check it out, its pretty powerful. mod_callcenter was written because people had a hard time understanding mod_fifo. It supports agent tracking, some skills routing, inbound and outbound agents, etc. If there is stuff missing we should really sort getting it into mod_fifo and abandon mod_callcenter.
On Jun 19, 2017, at 12:48 PM, Michael Avers <michael@mailworks.org> wrote:
What makes mod_fifo better these days? Some reason I was under the impression mod_callcenter is a better choice. Can you please give some real world examples where mod_fifo excels compared to mod_callcenter, or features that are not possible to implement with the latter?
Thanks Mike
On Mon, Jun 19, 2017, at 09:34 AM, Michael Jerris wrote:
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
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Not sure what that means exactly.
On Jun 20, 2017, at 10:00 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
alright, does mod_fifo support some sort of uuid_standby mode ?
On Mon, Jun 19, 2017 at 6:27 PM, Michael Jerris <mike@jerris.com <mailto:mike@jerris.com>> wrote: mod_fifo has ALWAYS been superior, people assume otherwise because of the name. Check it out, its pretty powerful. mod_callcenter was written because people had a hard time understanding mod_fifo. It supports agent tracking, some skills routing, inbound and outbound agents, etc. If there is stuff missing we should really sort getting it into mod_fifo and abandon mod_callcenter.
On Jun 19, 2017, at 12:48 PM, Michael Avers <michael@mailworks.org <mailto:michael@mailworks.org>> wrote:
What makes mod_fifo better these days? Some reason I was under the impression mod_callcenter is a better choice. Can you please give some real world examples where mod_fifo excels compared to mod_callcenter, or features that are not possible to implement with the latter?
Thanks Mike
On Mon, Jun 19, 2017, at 09:34 AM, Michael Jerris wrote:
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
when a customer calls, freeswitch has two ways to reach an agent 1 - dial the agent extension and hand over the customer to him or 2 - if agent is already on a call with freeswitch (using uuid-mode of callcenter module) just bridge customer to this session. so my question is , does mod_fifo has this same functionality in method number 2 of reaching agent ? On Tue, Jun 20, 2017 at 3:43 PM, Michael Jerris <mike@jerris.com> wrote:
Not sure what that means exactly.
On Jun 20, 2017, at 10:00 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
alright, does mod_fifo support some sort of uuid_standby mode ?
On Mon, Jun 19, 2017 at 6:27 PM, Michael Jerris <mike@jerris.com> wrote:
mod_fifo has ALWAYS been superior, people assume otherwise because of the name. Check it out, its pretty powerful. mod_callcenter was written because people had a hard time understanding mod_fifo. It supports agent tracking, some skills routing, inbound and outbound agents, etc. If there is stuff missing we should really sort getting it into mod_fifo and abandon mod_callcenter.
On Jun 19, 2017, at 12:48 PM, Michael Avers <michael@mailworks.org> wrote:
What makes mod_fifo better these days? Some reason I was under the impression mod_callcenter is a better choice. Can you please give some real world examples where mod_fifo excels compared to mod_callcenter, or features that are not possible to implement with the latter?
Thanks Mike
On Mon, Jun 19, 2017, at 09:34 AM, Michael Jerris wrote:
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
uuid-standby is the same as a Consumer agent for mod_fifo (off-hook agent). Khalil, Yes it's possible, it's just a matter of putting the right commands on your dialplan. When you log in your uuid-standby agent, put the session uuid in a hash (hash insert/agents_uuid/myagent/uuid), then you query this hash (hash select/agents_uuid/myagent) before originate and set a variable on the originate channel, when the call is established you call intercept app with the agent uuid: <action application="intercept" data="${agent_standby_uuid}"/> This will bridge your originated call with the agent's standby leg. You can even pause the agent before calling intercept to make sure the agent doesn't get another call or call callcenter_track app callcenter_track(myagent), this will tell mod_callcenter that this agent has an external call and the agent won't be called until the number of external_calls is 0 again. I'm pretty sure you can do the same with mod_fifo. On Tue, Jun 20, 2017 at 12:43 PM, Michael Jerris <mike@jerris.com> wrote:
Not sure what that means exactly.
On Jun 20, 2017, at 10:00 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
alright, does mod_fifo support some sort of uuid_standby mode ?
On Mon, Jun 19, 2017 at 6:27 PM, Michael Jerris <mike@jerris.com> wrote:
mod_fifo has ALWAYS been superior, people assume otherwise because of the name. Check it out, its pretty powerful. mod_callcenter was written because people had a hard time understanding mod_fifo. It supports agent tracking, some skills routing, inbound and outbound agents, etc. If there is stuff missing we should really sort getting it into mod_fifo and abandon mod_callcenter.
On Jun 19, 2017, at 12:48 PM, Michael Avers <michael@mailworks.org> wrote:
What makes mod_fifo better these days? Some reason I was under the impression mod_callcenter is a better choice. Can you please give some real world examples where mod_fifo excels compared to mod_callcenter, or features that are not possible to implement with the latter?
Thanks Mike
On Mon, Jun 19, 2017, at 09:34 AM, Michael Jerris wrote:
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
-- Ítalo Rossi italo@freeswitch.org
Thanks a lot Italo, this solved my problem. On Wed, Jun 21, 2017 at 12:44 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
uuid-standby is the same as a Consumer agent for mod_fifo (off-hook agent).
Khalil,
Yes it's possible, it's just a matter of putting the right commands on your dialplan. When you log in your uuid-standby agent, put the session uuid in a hash (hash insert/agents_uuid/myagent/uuid), then you query this hash (hash select/agents_uuid/myagent) before originate and set a variable on the originate channel, when the call is established you call intercept app with the agent uuid:
<action application="intercept" data="${agent_standby_uuid}"/>
This will bridge your originated call with the agent's standby leg. You can even pause the agent before calling intercept to make sure the agent doesn't get another call or call callcenter_track app callcenter_track(myagent), this will tell mod_callcenter that this agent has an external call and the agent won't be called until the number of external_calls is 0 again.
I'm pretty sure you can do the same with mod_fifo.
On Tue, Jun 20, 2017 at 12:43 PM, Michael Jerris <mike@jerris.com> wrote:
Not sure what that means exactly.
On Jun 20, 2017, at 10:00 AM, Khalil Khamlichi < khamlichi.khalil@gmail.com> wrote:
alright, does mod_fifo support some sort of uuid_standby mode ?
On Mon, Jun 19, 2017 at 6:27 PM, Michael Jerris <mike@jerris.com> wrote:
mod_fifo has ALWAYS been superior, people assume otherwise because of the name. Check it out, its pretty powerful. mod_callcenter was written because people had a hard time understanding mod_fifo. It supports agent tracking, some skills routing, inbound and outbound agents, etc. If there is stuff missing we should really sort getting it into mod_fifo and abandon mod_callcenter.
On Jun 19, 2017, at 12:48 PM, Michael Avers <michael@mailworks.org> wrote:
What makes mod_fifo better these days? Some reason I was under the impression mod_callcenter is a better choice. Can you please give some real world examples where mod_fifo excels compared to mod_callcenter, or features that are not possible to implement with the latter?
Thanks Mike
On Mon, Jun 19, 2017, at 09:34 AM, Michael Jerris wrote:
mod_fifo is a much more feature rich version of a call queue than mod_callcenter. You might want to check that out instead.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
-- Ítalo Rossi italo@freeswitch.org
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
participants (4)
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Khalil Khamlichi
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Michael Avers
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Michael Jerris
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Ítalo Rossi