Hi, I am in the processing of implementing a typical scenario for service call. So, in my scenario, I would have several agents who may log in and log out of the queue at different times of the day. People can call in and will be routed to one of the available agents. If no agent responses within 1 mins, then they would be asked to call back again. I checked the fifo mod, and I see how I can pack and unpark a user in the queue. However, how would I be able to route call to the agent automatically? Does it mean the agent have to initiate by pressing a # key and then have the dialplan to fetch the first user from the queue (using fifo out ) ? How is it possible for the agent's phone to ring automatically when a user is added to the queue? If someone can show me with an example, it will be greatly appreciated. Regards, Pete
I was thinking about this too, and I haven't seen that functionality implemented anywhere, but I'm still pretty new to this myself. There doesn't seem to be a distinction between agents and non-agents in a standard fifo queue. I was thinking about implementing this type of feature in javascript and adding agent-related parameters/variables as part of their user settings in the directory, but I'm not certain what the impact would be on resources if it was implemented that way. -Dan From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Pete Kay Sent: Tuesday, April 22, 2008 11:44 PM To: freeswitch-users@lists.freeswitch.org Subject: [Freeswitch-users] Calling Queue Implementation Hi, I am in the processing of implementing a typical scenario for service call. So, in my scenario, I would have several agents who may log in and log out of the queue at different times of the day. People can call in and will be routed to one of the available agents. If no agent responses within 1 mins, then they would be asked to call back again. I checked the fifo mod, and I see how I can pack and unpark a user in the queue. However, how would I be able to route call to the agent automatically? Does it mean the agent have to initiate by pressing a # key and then have the dialplan to fetch the first user from the queue (using fifo out ) ? How is it possible for the agent's phone to ring automatically when a user is added to the queue? If someone can show me with an example, it will be greatly appreciated. Regards, Pete
Hi there, ain't sure if it's the best approach, but you could probably do it trough dialplan with something like this... <action application="set" data="continue_on_fail=NORMAL_TEMPORARY_FAILURE,BUSY,NO_ANSWER,TIMEOUT"/> and then continue it to next agent, and so on.... Josip Pete Kay wrote:
Hi,
I am in the processing of implementing a typical scenario for service call. So, in my scenario, I would have several agents who may log in and log out of the queue at different times of the day. People can call in and will be routed to one of the available agents. If no agent responses within 1 mins, then they would be asked to call back again.
I checked the fifo mod, and I see how I can pack and unpark a user in the queue. However, how would I be able to route call to the agent automatically?
Does it mean the agent have to initiate by pressing a # key and then have the dialplan to fetch the first user from the queue (using fifo out ) ? How is it possible for the agent's phone to ring automatically when a user is added to the queue?
If someone can show me with an example, it will be greatly appreciated.
Regards, Pete ------------------------------------------------------------------------
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I'm doing this by using the eventsocket to keep track of the state of each user in my own server (by monitoring all channel state events). Then I got a ivr script that is invoked for all incoming calls to the queue. The script just plays queue messages until it get's told by server (through a socket) to transfer the call. I can share my event socket implementation (done in C#, compiled into a .Net lib) if anyone is interested. On Wed, Apr 23, 2008 at 4:04 PM, Josip Djuricic <josip.djuricic@primatel.hr> wrote:
Hi there,
ain't sure if it's the best approach, but you could probably do it trough dialplan with something like this...
<action application="set" data="continue_on_fail=NORMAL_TEMPORARY_FAILURE,BUSY,NO_ANSWER,TIMEOUT"/>
and then continue it to next agent, and so on....
Josip
Pete Kay wrote:
Hi,
I am in the processing of implementing a typical scenario for service call. So, in my scenario, I would have several agents who may log in and log out of the queue at different times of the day. People can call in and will be routed to one of the available agents. If no agent responses within 1 mins, then they would be asked to call back again.
I checked the fifo mod, and I see how I can pack and unpark a user in the queue. However, how would I be able to route call to the agent automatically?
Does it mean the agent have to initiate by pressing a # key and then have the dialplan to fetch the first user from the queue (using fifo out ) ? How is it possible for the agent's phone to ring automatically when a user is added to the queue?
If someone can show me with an example, it will be greatly appreciated.
Regards, Pete ------------------------------------------------------------------------
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If you have a working generic C# event socket lib, we would love to include that in tree, lots of people ask for that. Mike On Apr 23, 2008, at 10:37 AM, Jonas Gauffin wrote:
I'm doing this by using the eventsocket to keep track of the state of each user in my own server (by monitoring all channel state events). Then I got a ivr script that is invoked for all incoming calls to the queue. The script just plays queue messages until it get's told by server (through a socket) to transfer the call.
I can share my event socket implementation (done in C#, compiled into a .Net lib) if anyone is interested.
On Wed, Apr 23, 2008 at 4:04 PM, Josip Djuricic <josip.djuricic@primatel.hr> wrote:
Hi there,
ain't sure if it's the best approach, but you could probably do it trough dialplan with something like this...
<action application="set" data ="continue_on_fail=NORMAL_TEMPORARY_FAILURE,BUSY,NO_ANSWER,TIMEOUT"/>
and then continue it to next agent, and so on....
Josip
Pete Kay wrote:
Hi,
I am in the processing of implementing a typical scenario for service call. So, in my scenario, I would have several agents who may log in and log out of the queue at different times of the day. People can call in and will be routed to one of the available agents. If no agent responses within 1 mins, then they would be asked to call back again.
I checked the fifo mod, and I see how I can pack and unpark a user in the queue. However, how would I be able to route call to the agent automatically?
Does it mean the agent have to initiate by pressing a # key and then have the dialplan to fetch the first user from the queue (using fifo out ) ? How is it possible for the agent's phone to ring automatically when a user is added to the queue?
If someone can show me with an example, it will be greatly appreciated.
Regards, Pete ------------------------------------------------------------------------
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Yes, the code is generic. How do you want the code? On Wed, Apr 23, 2008 at 5:33 PM, Michael Jerris <mike@jerris.com> wrote:
If you have a working generic C# event socket lib, we would love to include that in tree, lots of people ask for that.
Mike
On Apr 23, 2008, at 10:37 AM, Jonas Gauffin wrote:
I'm doing this by using the eventsocket to keep track of the state of each user in my own server (by monitoring all channel state events). Then I got a ivr script that is invoked for all incoming calls to the queue. The script just plays queue messages until it get's told by server (through a socket) to transfer the call.
I can share my event socket implementation (done in C#, compiled into a .Net lib) if anyone is interested.
On Wed, Apr 23, 2008 at 4:04 PM, Josip Djuricic <josip.djuricic@primatel.hr> wrote:
Hi there,
ain't sure if it's the best approach, but you could probably do it trough dialplan with something like this...
<action application="set" data ="continue_on_fail=NORMAL_TEMPORARY_FAILURE,BUSY,NO_ANSWER,TIMEOUT"/>
and then continue it to next agent, and so on....
Josip
Pete Kay wrote:
Hi,
I am in the processing of implementing a typical scenario for service call. So, in my scenario, I would have several agents who may log in and log out of the queue at different times of the day. People can call in and will be routed to one of the available agents. If no agent responses within 1 mins, then they would be asked to call back again.
I checked the fifo mod, and I see how I can pack and unpark a user in the queue. However, how would I be able to route call to the agent automatically?
Does it mean the agent have to initiate by pressing a # key and then have the dialplan to fetch the first user from the queue (using fifo out ) ? How is it possible for the agent's phone to ring automatically when a user is added to the queue?
If someone can show me with an example, it will be greatly appreciated.
Regards, Pete ------------------------------------------------------------------------
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Either toss us a patch or tarball on jira or catch us on irc and we will set you up a directory in scripts/contrib that you can commit to directly. Mike On Apr 23, 2008, at 2:17 PM, Jonas Gauffin wrote:
Yes, the code is generic.
How do you want the code?
On Wed, Apr 23, 2008 at 5:33 PM, Michael Jerris <mike@jerris.com> wrote:
If you have a working generic C# event socket lib, we would love to include that in tree, lots of people ask for that.
Mike
On Apr 23, 2008, at 10:37 AM, Jonas Gauffin wrote:
I'm doing this by using the eventsocket to keep track of the state of each user in my own server (by monitoring all channel state events). Then I got a ivr script that is invoked for all incoming calls to the queue. The script just plays queue messages until it get's told by server (through a socket) to transfer the call.
I can share my event socket implementation (done in C#, compiled into a .Net lib) if anyone is interested.
On Wed, Apr 23, 2008 at 4:04 PM, Josip Djuricic <josip.djuricic@primatel.hr> wrote:
Hi there,
ain't sure if it's the best approach, but you could probably do it trough dialplan with something like this...
<action application="set" data = "continue_on_fail =NORMAL_TEMPORARY_FAILURE,BUSY,NO_ANSWER,TIMEOUT"/>
and then continue it to next agent, and so on....
Josip
Pete Kay wrote:
Hi,
I am in the processing of implementing a typical scenario for service call. So, in my scenario, I would have several agents who may log in and log out of the queue at different times of the day. People can call in and will be routed to one of the available agents. If no agent responses within 1 mins, then they would be asked to call back again.
I checked the fifo mod, and I see how I can pack and unpark a user in the queue. However, how would I be able to route call to the agent automatically?
Does it mean the agent have to initiate by pressing a # key and then have the dialplan to fetch the first user from the queue (using fifo out ) ? How is it possible for the agent's phone to ring automatically when a user is added to the queue?
If someone can show me with an example, it will be greatly appreciated.
Regards, Pete ------------------------------------------------------------------------
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participants (5)
-
Daniel Hefti
-
Jonas Gauffin
-
Josip Djuricic
-
Michael Jerris
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Pete Kay