Hi All, In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it's not possible but I am newbie so maybe I didn't understand it well. If it's possible then please give me a start point that how can I implement it. Many Thanks
On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com>wrote:
Hi All,
In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.
I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo
I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment. Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time. -MC
Hi Michael, Thanks for a quick reply. I would definitely create a test environment, but my question is that will it work in required way? I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I would join IRC for further assistance. Thanks. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All, In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it's not possible but I am newbie so maybe I didn't understand it well. If it's possible then please give me a start point that how can I implement it. I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment. Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time. -MC
On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:
Hi Michael,
Thanks for a quick reply.
I would definitely create a test environment, but my question is that will it work in required way?
I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail.
I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key. Also maybe you need this patch to make the fifo works as desired. http://jira.freeswitch.org/browse/MODAPP-272
I would join IRC for further assistance.
Thanks.
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All,
In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.
I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo
I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.
Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.
-MC _______________________________________________ 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
Hi Seven, I am exactly looking for this functionality. Please let me know when you are finished with new queue manager app. I'll try it in my call center. Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background. Many Thanks. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven Sent: Wednesday, May 06, 2009 4:17 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote: Hi Michael, Thanks for a quick reply. I would definitely create a test environment, but my question is that will it work in required way? I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key. Also maybe you need this patch to make the fifo works as desired. http://jira.freeswitch.org/browse/MODAPP-272 I would join IRC for further assistance. Thanks. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All, In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it's not possible but I am newbie so maybe I didn't understand it well. If it's possible then please give me a start point that how can I implement it. I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment. Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time. -MC _______________________________________________ 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
The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir: patch < /tmp/the_patch_file_name.diff I will post an example on the wiki when I finished, hope be soon. On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:
Hi Seven,
I am exactly looking for this functionality.
Please let me know when you are finished with new queue manager app. I’ll try it in my call center.
Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.
Many Thanks.
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of seven Sent: Wednesday, May 06, 2009 4:17 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:
Hi Michael,
Thanks for a quick reply.
I would definitely create a test environment, but my question is that will it work in required way?
I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.
Also maybe you need this patch to make the fifo works as desired.
http://jira.freeswitch.org/browse/MODAPP-272
I would join IRC for further assistance.
Thanks.
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All,
In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.
I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo
I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.
Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.
-MC _______________________________________________ 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
_______________________________________________ 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
I worked on the patch and added it to trunk rev 13240 On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com> wrote:
The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir: patch < /tmp/the_patch_file_name.diff
I will post an example on the wiki when I finished, hope be soon.
On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:
Hi Seven,
I am exactly looking for this functionality.
Please let me know when you are finished with new queue manager app. I’ll try it in my call center.
Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.
Many Thanks.
------------------------------ *From:* freeswitch-users-bounces@lists.freeswitch.org [ mailto:freeswitch-users-bounces@lists.freeswitch.org<freeswitch-users-bounces@lists.freeswitch.org> ] *On Behalf Of *seven *Sent:* Wednesday, May 06, 2009 4:17 AM *To:* freeswitch-users@lists.freeswitch.org *Subject:* Re: [Freeswitch-users] Inboud Call Queue
On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:
Hi Michael,
Thanks for a quick reply.
I would definitely create a test environment, but my question is that will it work in required way?
I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.
Also maybe you need this patch to make the fifo works as desired.
http://jira.freeswitch.org/browse/MODAPP-272
I would join IRC for further assistance.
Thanks.
------------------------------ *From:* freeswitch-users-bounces@lists.freeswitch.org [ mailto:freeswitch-users-bounces@lists.freeswitch.org<freeswitch-users-bounces@lists.freeswitch.org> ] *On Behalf Of *Michael Collins *Sent:* Tuesday, May 05, 2009 7:19 PM *To:* freeswitch-users@lists.freeswitch.org *Subject:* Re: [Freeswitch-users] Inboud Call Queue
On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote:
Hi All,
In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it. I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo
I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.
Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.
-MC _______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
-- Anthony Minessale II FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ AIM: anthm MSN:anthony_minessale@hotmail.com <MSN%3Aanthony_minessale@hotmail.com> GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com<PAYPAL%3Aanthony.minessale@gmail.com> IRC: irc.freenode.net #freeswitch FreeSWITCH Developer Conference sip:888@conference.freeswitch.org <sip%3A888@conference.freeswitch.org> iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org<googletalk%3Aconf%2B888@conference.freeswitch.org> pstn:213-799-1400
Thanks Guys _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Anthony Minessale Sent: Wednesday, May 06, 2009 3:57 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue I worked on the patch and added it to trunk rev 13240 On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com> wrote: The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir: patch < /tmp/the_patch_file_name.diff I will post an example on the wiki when I finished, hope be soon. On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote: Hi Seven, I am exactly looking for this functionality. Please let me know when you are finished with new queue manager app. I'll try it in my call center. Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background. Many Thanks. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven Sent: Wednesday, May 06, 2009 4:17 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote: Hi Michael, Thanks for a quick reply. I would definitely create a test environment, but my question is that will it work in required way? I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key. Also maybe you need this patch to make the fifo works as desired. http://jira.freeswitch.org/browse/MODAPP-272 I would join IRC for further assistance. Thanks. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All, In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it's not possible but I am newbie so maybe I didn't understand it well. If it's possible then please give me a start point that how can I implement it. I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment. Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time. -MC _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 -- Anthony Minessale II FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ AIM: anthm MSN:anthony_minessale@hotmail.com <mailto:MSN%3Aanthony_minessale@hotmail.com> GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com <mailto:PAYPAL%3Aanthony.minessale@gmail.com> IRC: irc.freenode.net #freeswitch FreeSWITCH Developer Conference sip:888@conference.freeswitch.org <mailto:sip%3A888@conference.freeswitch.org> iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org <mailto:googletalk%3Aconf%2B888@conference.freeswitch.org> pstn:213-799-1400
See this: http://wiki.freeswitch.org/wiki/Simple_call_center_using_mod_fifo On May 6, 2009, at 10:15 PM, Saeed Ahmed wrote:
Thanks Guys
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of Anthony Minessale Sent: Wednesday, May 06, 2009 3:57 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
I worked on the patch and added it to trunk rev 13240
On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com> wrote: The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir:
patch < /tmp/the_patch_file_name.diff
I will post an example on the wiki when I finished, hope be soon.
On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:
Hi Seven,
I am exactly looking for this functionality.
Please let me know when you are finished with new queue manager app. I’ll try it in my call center.
Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.
Many Thanks.
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of seven Sent: Wednesday, May 06, 2009 4:17 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:
Hi Michael,
Thanks for a quick reply.
I would definitely create a test environment, but my question is that will it work in required way?
I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.
Also maybe you need this patch to make the fifo works as desired.
http://jira.freeswitch.org/browse/MODAPP-272
I would join IRC for further assistance.
Thanks.
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All,
In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.
I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo
I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.
Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.
-MC _______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
-- Anthony Minessale II
FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/
AIM: anthm MSN:anthony_minessale@hotmail.com GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com IRC: irc.freenode.net #freeswitch
FreeSWITCH Developer Conference sip:888@conference.freeswitch.org iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org pstn:213-799-1400 _______________________________________________ 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
Thanks Seven I'll try it very soon. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven Sent: Thursday, May 07, 2009 5:42 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue See this: http://wiki.freeswitch.org/wiki/Simple_call_center_using_mod_fifo On May 6, 2009, at 10:15 PM, Saeed Ahmed wrote: Thanks Guys _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Anthony Minessale Sent: Wednesday, May 06, 2009 3:57 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue I worked on the patch and added it to trunk rev 13240 On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com> wrote: The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir: patch < /tmp/the_patch_file_name.diff I will post an example on the wiki when I finished, hope be soon. On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote: Hi Seven, I am exactly looking for this functionality. Please let me know when you are finished with new queue manager app. I'll try it in my call center. Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background. Many Thanks. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven Sent: Wednesday, May 06, 2009 4:17 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote: Hi Michael, Thanks for a quick reply. I would definitely create a test environment, but my question is that will it work in required way? I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key. Also maybe you need this patch to make the fifo works as desired. http://jira.freeswitch.org/browse/MODAPP-272 I would join IRC for further assistance. Thanks. _____ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All, In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it's not possible but I am newbie so maybe I didn't understand it well. If it's possible then please give me a start point that how can I implement it. I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment. Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time. -MC _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 -- Anthony Minessale II FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ AIM: anthm MSN:anthony_minessale@hotmail.com <mailto:MSN%3Aanthony_minessale@hotmail.com> GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com <mailto:PAYPAL%3Aanthony.minessale@gmail.com> IRC: irc.freenode.net #freeswitch FreeSWITCH Developer Conference sip:888@conference.freeswitch.org <mailto:sip%3A888@conference.freeswitch.org> iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org <mailto:googletalk%3Aconf%2B888@conference.freeswitch.org> pstn:213-799-1400 _______________________________________________ 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
Hi guys, I was wondering if some of you run FreeSWITCH on a call center environment, I ask this because I plan to do that soon and I was wondering how well mod_fifo works for queues, etc. Thanks, Diego On Thu, May 7, 2009 at 6:08 AM, Saeed Ahmed<saeedahmad1981@gmail.com> wrote:
Thanks Seven I’ll try it very soon.
________________________________
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven Sent: Thursday, May 07, 2009 5:42 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
See this:
http://wiki.freeswitch.org/wiki/Simple_call_center_using_mod_fifo
On May 6, 2009, at 10:15 PM, Saeed Ahmed wrote:
Thanks Guys
________________________________
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Anthony Minessale Sent: Wednesday, May 06, 2009 3:57 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
I worked on the patch and added it to trunk rev 13240
On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com> wrote:
The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir:
patch < /tmp/the_patch_file_name.diff
I will post an example on the wiki when I finished, hope be soon.
On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:
Hi Seven,
I am exactly looking for this functionality.
Please let me know when you are finished with new queue manager app. I’ll try it in my call center.
Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.
Many Thanks.
________________________________
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven Sent: Wednesday, May 06, 2009 4:17 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:
Hi Michael,
Thanks for a quick reply.
I would definitely create a test environment, but my question is that will it work in required way?
I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail.
I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.
Also maybe you need this patch to make the fifo works as desired.
http://jira.freeswitch.org/browse/MODAPP-272
I would join IRC for further assistance.
Thanks.
________________________________
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote:
Hi All,
In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.
I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo
I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.
Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.
-MC
_______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
-- Anthony Minessale II
FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/
AIM: anthm MSN:anthony_minessale@hotmail.com GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com IRC: irc.freenode.net #freeswitch
FreeSWITCH Developer Conference sip:888@conference.freeswitch.org iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org pstn:213-799-1400
_______________________________________________ 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
_______________________________________________ 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
Diego Viola <diego.viola@gmail.com> wrote:
I was wondering if some of you run FreeSWITCH on a call center environment, I ask this because I plan to do that soon and I was wondering how well mod_fifo works for queues, etc.
This was mentioned on the list once before, and it might be what you want: http://wiki.opencsm.org/wiki/index.php/Spice_Telephony (Spice Telephony).
Looks nice, is anyone running that in production? On Sun, Aug 23, 2009 at 3:08 AM, Jason White <jason@jasonjgw.net> wrote:
Diego Viola <diego.viola@gmail.com> wrote:
I was wondering if some of you run FreeSWITCH on a call center environment, I ask this because I plan to do that soon and I was wondering how well mod_fifo works for queues, etc.
This was mentioned on the list once before, and it might be what you want: http://wiki.opencsm.org/wiki/index.php/Spice_Telephony (Spice Telephony).
_______________________________________________ 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
Thanks, so quick. Actually I had submitted another version of patch which added a channel var fifo_caller_exit_to_orbit which make the caller possible to exit to the orbit_exten other than hangup the caller when the caller enter the fifo_caller_exit_key. I use this to guide the caller to another ivr or voice mail for non- patient callers. If you think that useful, I can add another patch to jira. Apparently if the fifo can bind to more keys like ivr does will be better, in that way it can give callers more options and we can play announcement by fifo_chime_list. - if (cd.do_orbit && cd.orbit_exten) { + if ((switch_true(switch_channel_get_variable(channel, "fifo_caller_exit_to_orbit")) || cd.do_orbit) && cd.orbit_exten) { On May 6, 2009, at 9:57 PM, Anthony Minessale wrote:
I worked on the patch and added it to trunk rev 13240
On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com> wrote: The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir:
patch < /tmp/the_patch_file_name.diff
I will post an example on the wiki when I finished, hope be soon.
On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:
Hi Seven,
I am exactly looking for this functionality.
Please let me know when you are finished with new queue manager app. I’ll try it in my call center.
Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.
Many Thanks.
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of seven Sent: Wednesday, May 06, 2009 4:17 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:
Hi Michael,
Thanks for a quick reply.
I would definitely create a test environment, but my question is that will it work in required way?
I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail. I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.
Also maybe you need this patch to make the fifo works as desired.
http://jira.freeswitch.org/browse/MODAPP-272
I would join IRC for further assistance.
Thanks.
From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org ] On Behalf Of Michael Collins Sent: Tuesday, May 05, 2009 7:19 PM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] Inboud Call Queue
On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com> wrote: Hi All,
In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.
I would start here: http://wiki.freeswitch.org/wiki/Mod_fifo
I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.
Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.
-MC _______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
-- Anthony Minessale II
FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/
AIM: anthm MSN:anthony_minessale@hotmail.com GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com IRC: irc.freenode.net #freeswitch
FreeSWITCH Developer Conference sip:888@conference.freeswitch.org iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org pstn:213-799-1400 _______________________________________________ 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 (7)
-
Anthony Minessale
-
Diego Viola
-
dujinfang
-
Jason White
-
Michael Collins
-
Saeed Ahmed
-
seven