Help needed regaridng Contact Center solution
Hi, I am working on a Contact Center solution. It will support mail, chat and call queries. The requirements are: 1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer. 5. He talks to the customer and resolve his queries. Please guide me on how can do it. The application will be written in Java. I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine. I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer. Please tell me whether this approach will work? And how should I go about it. All help would be much appreciated. Regards Nitin
Please help. On Thursday, 16-08-2012 on 17:10 Nitin Tomer wrote: Hi, I am working on a Contact Center solution. It will support mail, chat and call queries. The requirements are: 1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer. 5. He talks to the customer and resolve his queries. Please guide me on how can do it. The application will be written in Java. I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I’ve configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine. I think that I’d have to use Valet Parking to park customer’s call on an extension, then pass that extension to agent who will dial it and will be connected to the customer. Please tell me whether this approach will work? And how should I go about it. All help would be much appreciated. Regards Nitin
You can consider mod_callcenter http://www.thenoccave.com/2011/10/17/freeswitch-queues-with-mod_callcenter/ Implement call queues that deal with ACD. Collect information from client using autoattendent system, insert queries into db and pass call to Queue. Attach few agents to that Queue where any free agent will get this call. Using CTI-popup populate client preferences to the selected agent. I hope this will help. -- regards, abdul basit On Fri, Aug 17, 2012 at 11:58 AM, Gabriel Gunderson <gabe@gundy.org> wrote:
On Thu, Aug 16, 2012 at 10:06 PM, Nitin Tomer <ntomer@newgen.co.in> wrote:
Please help.
You're going to need to be more patient than that. You let 17 full hours pass. You need to give people time to sleep and do their day jobs.
Anyway, good luck.
Gabe
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Dear Abdul, Thanks for the pointers. I have installed and configured FreeSWITCH, mod_ivr and mod_callcenter; and they are working fine. Please tell me how can I take information from caller using the IVR and insert it in to database. And what is "Using CTI-popup populate client preferences to the selected agent."? Thanks and Regards Nitin From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Abdul Basit Sent: Friday, August 17, 2012 1:44 PM To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] Help needed regaridng Contact Center solution You can consider mod_callcenter http://www.thenoccave.com/2011/10/17/freeswitch-queues-with-mod_callcenter/ Implement call queues that deal with ACD. Collect information from client using autoattendent system, insert queries into db and pass call to Queue. Attach few agents to that Queue where any free agent will get this call. Using CTI-popup populate client preferences to the selected agent. I hope this will help. -- regards, abdul basit On Fri, Aug 17, 2012 at 11:58 AM, Gabriel Gunderson <gabe@gundy.org> wrote: On Thu, Aug 16, 2012 at 10:06 PM, Nitin Tomer <ntomer@newgen.co.in> wrote:
Please help.
You're going to need to be more patient than that. You let 17 full hours pass. You need to give people time to sleep and do their day jobs. Anyway, good luck. Gabe _________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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 Disclaimer :- This e-mail and any attachment may contain confidential, proprietary or legally privileged information. If you are not the original intended recipient and have erroneously received this message, you are prohibited from using, copying, altering or disclosing the content of this message. Please delete it immediately and notify the sender. Newgen Software Technologies Ltd (NSTL) accepts no responsibilities for loss or damage arising from the use of the information transmitted by this email including damages from virus and further acknowledges that no binding nature of the message shall be implied or assumed unless the sender does so expressly with due authority of NSTL.
On 17-08-12 08:58, Gabriel Gunderson wrote:
On Thu, Aug 16, 2012 at 10:06 PM, Nitin Tomer <ntomer@newgen.co.in> wrote:
Please help.
You're going to need to be more patient than that. You let 17 full hours pass. You need to give people time to sleep and do their day jobs.
Or hire a consultant: consulting@freeswitch.org or +1-213-286-0400.
Anyway, good luck.
Ditto. Patrick
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy. When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue? Thanks! Xing On 08/17/2012 01:56 PM, g wrote:
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Heriot-Watt University is the Sunday Times Scottish University of the Year 2011-2012 We invite research leaders and ambitious early career researchers to join us in leading and driving research in key inter-disciplinary themes. Please see www.hw.ac.uk/researchleaders for further information and how to apply. Heriot-Watt University is a Scottish charity registered under charity number SC000278.
In case you want to build your own queue instead of using mod_callcenter, you can: 1) playing a menu using the ivr application 2) after user selects an option, transfer the call to an extension that will send the control of the call to the java application (ESL in outbound socket mode) 3) java app inserts a record on the DB (with the call uuid), and parks the call (no valet parking, just park() ) 4) your end-user app keeps polling the database, and shows the calls on hold 5) user clicks on the call record. This action sends a command to the java app that has control of the call (via RMI, sockets, HTTP, JMS, any communication method you choose). The message contains the call UUID and the extension of the user who clicked on the call record. 6) the java app receives the command, and performs a bridge between the call it is controlling and the extension received on the method call. All this is completely doable. I myself have built an application to control service desk hotlines using FreeSWITCH + Java ESL client library http://wiki.freeswitch.org/wiki/Java_ESL_Client g.luck! -----Original Message----- From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of x.liu Sent: Friday, August 17, 2012 9:48 AM To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] Help needed regaridng Contact Center solution I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy. When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue? Thanks! Xing On 08/17/2012 01:56 PM, g wrote:
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
___ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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-use rs http://www.freeswitch.org
-- Heriot-Watt University is the Sunday Times Scottish University of the Year 2011-2012 We invite research leaders and ambitious early career researchers to join us in leading and driving research in key inter-disciplinary themes. Please see www.hw.ac.uk/researchleaders for further information and how to apply. Heriot-Watt University is a Scottish charity registered under charity number SC000278. _________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
You can log an agent into a queue by a web application in which a button click handles commands via the FS socket, or just let the agent dial an extension (i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct state. ie (replace agent_login regex into something like 999201 if your agent is 201) <extension name="agent_login"> <condition field="destination_number" expression="^agent-login$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/> <action application="hangup" data=""/> </condition> </extension> <extension name="agent_logoff"> <condition field="destination_number" expression="^agent-logoff$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Logged Out')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/> <action application="hangup" data=""/> </condition> </extension> The important thing is tha the agent is, somehow, putted in "available" status. You can also do it via fs_cli, but now I can't remeber the exact syntax for that. Help from cli should clarify. At this point, the agent should result in "waiting" state Of course, you should before declared that agent as member of a tier or, at least, of a queue. Hope it helps g On Friday 17 August 2012 14:48:04 x.liu wrote:
I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy.
When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue?
Thanks!
On 08/17/2012 01:56 PM, g wrote:
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
________________________________________________________________________ _ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Hi g, Thanks for your response! My situation is that I don't want the agent to dial the extension to be able to accept calls. The agents (e.g. a FS softphone client, or a Java application) just need to register to FS as SIP clients. And I've not figured out what commands I should send if I use extension "^agent-login$" and FS socket. So I guess I may be better not to use mod_callcenter for routing calls to different extensions. just to use FS ESL and my own logics to bridge the calls. I was curious about the reply "You don't need agent to dial anything to get the call from queue... " and I thought my question is relevant to the thread, so I asked questions in this thread. Apologies for that. I could have opened a different thread for the questions :-) Cheers, Xing On 08/20/2012 11:53 AM, g wrote:
You can log an agent into a queue by a web application in which a button click handles commands via the FS socket, or just let the agent dial an extension (i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct state. ie (replace agent_login regex into something like 999201 if your agent is 201) <extension name="agent_login"> <condition field="destination_number" expression="^agent-login$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/> <action application="hangup" data=""/> </condition> </extension>
<extension name="agent_logoff"> <condition field="destination_number" expression="^agent-logoff$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Logged Out')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/> <action application="hangup" data=""/> </condition> </extension>
The important thing is tha the agent is, somehow, putted in "available" status. You can also do it via fs_cli, but now I can't remeber the exact syntax for that. Help from cli should clarify.
At this point, the agent should result in "waiting" state Of course, you should before declared that agent as member of a tier or, at least, of a queue.
Hope it helps g
On Friday 17 August 2012 14:48:04 x.liu wrote:
I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy.
When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue?
Thanks!
On 08/17/2012 01:56 PM, g wrote:
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
_ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Heriot-Watt University is the Sunday Times Scottish University of the Year 2011-2012 We invite research leaders and ambitious early career researchers to join us in leading and driving research in key inter-disciplinary themes. Please see www.hw.ac.uk/researchleaders for further information and how to apply. Heriot-Watt University is a Scottish charity registered under charity number SC000278.
mmm, You think that the agent is dialing an extension. It is not what is happening. The agent is dialing a number that invoke a mod_callcenter function: login/logout/not ready. As FS is like a pbx (and more than a pbx), it seems like an extension. Just, registrer to FS is not enough. What happen when the agent need to go the restroom, take coffee, couching, or take a break? Then, you will need to reproduce in the agent gui the funcion of login, logout and break... but again, what happen if your agent gui fail? your callcenter service will stop because your gui fail? Also, if you just use register signaling, you could face a wide sort of operational issues like, what happen if the agent left the position and left the their seats: then calls will be routed to empty seats! If you want to get the agent login/logout without the agent dial nothing... if I am not wrong, mod_callcenter offer functions to log and logout agent from fs console, so I think you can invoke them using execute() from lua or your script. On 8/20/2012 7:30 AM, x.liu wrote:
Hi g,
Thanks for your response!
My situation is that I don't want the agent to dial the extension to be able to accept calls. The agents (e.g. a FS softphone client, or a Java application) just need to register to FS as SIP clients.
And I've not figured out what commands I should send if I use extension "^agent-login$" and FS socket.
So I guess I may be better not to use mod_callcenter for routing calls to different extensions. just to use FS ESL and my own logics to bridge the calls.
I was curious about the reply "You don't need agent to dial anything to get the call from queue... " and I thought my question is relevant to the thread, so I asked questions in this thread. Apologies for that. I could have opened a different thread for the questions :-)
Cheers, Xing
On 08/20/2012 11:53 AM, g wrote:
You can log an agent into a queue by a web application in which a button click handles commands via the FS socket, or just let the agent dial an extension (i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct state. ie (replace agent_login regex into something like 999201 if your agent is 201) <extension name="agent_login"> <condition field="destination_number" expression="^agent-login$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/> <action application="hangup" data=""/> </condition> </extension>
<extension name="agent_logoff"> <condition field="destination_number" expression="^agent-logoff$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Logged Out')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/> <action application="hangup" data=""/> </condition> </extension>
The important thing is tha the agent is, somehow, putted in "available" status. You can also do it via fs_cli, but now I can't remeber the exact syntax for that. Help from cli should clarify.
At this point, the agent should result in "waiting" state Of course, you should before declared that agent as member of a tier or, at least, of a queue.
Hope it helps g
On Friday 17 August 2012 14:48:04 x.liu wrote:
I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy.
When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue?
Thanks!
On 08/17/2012 01:56 PM, g wrote:
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
_ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Atentamente, *Dario García* Consultor. CCCT, Nivel C2, Sector Yarey, Mz, Ofc. MZ03a. Caracas-Venezuela. Teléfono: +58 212 9081842 Cel: +58 412 2221515 dgarcia@anew.com.ve http://www.anew.com.ve
Thanks Dario. You gave the answer I would like to do. Liu, You can avoid agents dialing extensions to login/logout/pause, but at least they have to click on some web app to let the system knows they are available. Another option is to let the system considerthem always available even when the softphones are'nt registered. If you set a correct distribution criteria, the unregistered softphones are skipped in a round robin distribution, as the agents were not logged in. But in this case, forget about statistics on drops, presence, waiting time on queue etc. g On Monday 20 August 2012 09:06:42 Saugort Dario Garcia Tovar wrote:
mmm,
You think that the agent is dialing an extension. It is not what is happening. The agent is dialing a number that invoke a mod_callcenter function: login/logout/not ready. As FS is like a pbx (and more than a pbx), it seems like an extension.
Just, registrer to FS is not enough. What happen when the agent need to go the restroom, take coffee, couching, or take a break? Then, you will need to reproduce in the agent gui the funcion of login, logout and break... but again, what happen if your agent gui fail? your callcenter service will stop because your gui fail? Also, if you just use register signaling, you could face a wide sort of operational issues like, what happen if the agent left the position and left the their seats: then calls will be routed to empty seats!
If you want to get the agent login/logout without the agent dial nothing... if I am not wrong, mod_callcenter offer functions to log and logout agent from fs console, so I think you can invoke them using execute() from lua or your script.
On 8/20/2012 7:30 AM, x.liu wrote:
Hi g,
Thanks for your response!
My situation is that I don't want the agent to dial the extension to be able to accept calls. The agents (e.g. a FS softphone client, or a Java application) just need to register to FS as SIP clients.
And I've not figured out what commands I should send if I use extension "^agent-login$" and FS socket.
So I guess I may be better not to use mod_callcenter for routing calls to different extensions. just to use FS ESL and my own logics to bridge the calls.
I was curious about the reply "You don't need agent to dial anything to get the call from queue... " and I thought my question is relevant to the thread, so I asked questions in this thread. Apologies for that. I could have opened a different thread for the questions :-)
Cheers, Xing
On 08/20/2012 11:53 AM, g wrote:
You can log an agent into a queue by a web application in which a button click handles commands via the FS socket, or just let the agent dial an extension (i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct state. ie (replace agent_login regex into something like 999201 if your agent is 201) <extension name="agent_login">
<condition field="destination_number" expression="^agent-login$">
<action application="set" data="res=${callcenter_config(agent set status>> ${caller_id_number}@${domain_name} 'Available')}" />
<action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/> <action application="hangup" data=""/>
</condition>
</extension>
<extension name="agent_logoff">
<condition field="destination_number" expression="^agent-logoff$">
<action application="set" data="res=${callcenter_config(agent set status>> ${caller_id_number}@${domain_name} 'Logged Out')}" />
<action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/> <action application="hangup" data=""/>
</condition>
</extension>
The important thing is tha the agent is, somehow, putted in "available" status. You can also do it via fs_cli, but now I can't remeber the exact syntax for that. Help from cli should clarify.
At this point, the agent should result in "waiting" state Of course, you should before declared that agent as member of a tier or, at least, of a queue.
Hope it helps g
On Friday 17 August 2012 14:48:04 x.liu wrote:
I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy.
When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue?
Thanks!
On 08/17/2012 01:56 PM, g wrote:
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
__________________________________________________________________ ______ _ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
______________________________________________________________________ ___ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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-use rs http://www.freeswitch.org
Hi g & Dario, Many thanks for your suggestions and explanations! Very helpful! I should have made my scenarios clearer in the first place: My agents are IVR apps which have registered to FS and are always available unless they are answering calls. Cheers, Xing On 08/20/2012 05:32 PM, g wrote:
Thanks Dario. You gave the answer I would like to do. Liu, You can avoid agents dialing extensions to login/logout/pause, but at least they have to click on some web app to let the system knows they are available. Another option is to let the system considerthem always available even when the softphones are'nt registered. If you set a correct distribution criteria, the unregistered softphones are skipped in a round robin distribution, as the agents were not logged in. But in this case, forget about statistics on drops, presence, waiting time on queue etc. g
On Monday 20 August 2012 09:06:42 Saugort Dario Garcia Tovar wrote:
mmm,
You think that the agent is dialing an extension. It is not what is happening. The agent is dialing a number that invoke a mod_callcenter function: login/logout/not ready. As FS is like a pbx (and more than a pbx), it seems like an extension.
Just, registrer to FS is not enough. What happen when the agent need to go the restroom, take coffee, couching, or take a break? Then, you will need to reproduce in the agent gui the funcion of login, logout and break... but again, what happen if your agent gui fail? your callcenter service will stop because your gui fail? Also, if you just use register signaling, you could face a wide sort of operational issues like, what happen if the agent left the position and left the their seats: then calls will be routed to empty seats!
If you want to get the agent login/logout without the agent dial nothing... if I am not wrong, mod_callcenter offer functions to log and logout agent from fs console, so I think you can invoke them using execute() from lua or your script.
On 8/20/2012 7:30 AM, x.liu wrote:
Hi g,
Thanks for your response!
My situation is that I don't want the agent to dial the extension to be able to accept calls. The agents (e.g. a FS softphone client, or a Java application) just need to register to FS as SIP clients.
And I've not figured out what commands I should send if I use extension "^agent-login$" and FS socket.
So I guess I may be better not to use mod_callcenter for routing calls to different extensions. just to use FS ESL and my own logics to bridge the calls.
I was curious about the reply "You don't need agent to dial anything to get the call from queue... " and I thought my question is relevant to the thread, so I asked questions in this thread. Apologies for that. I could have opened a different thread for the questions :-)
Cheers, Xing
On 08/20/2012 11:53 AM, g wrote:
You can log an agent into a queue by a web application in which a button click handles commands via the FS socket, or just let the agent dial an extension (i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct state. ie (replace agent_login regex into something like 999201 if your agent is 201)<extension name="agent_login">
<condition field="destination_number" expression="^agent-login$">
<action application="set" data="res=${callcenter_config(agent set status>> ${caller_id_number}@${domain_name} 'Available')}" />
<action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/> <action application="hangup" data=""/>
</condition>
</extension>
<extension name="agent_logoff">
<condition field="destination_number" expression="^agent-logoff$">
<action application="set" data="res=${callcenter_config(agent set status>> ${caller_id_number}@${domain_name} 'Logged Out')}" />
<action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/> <action application="hangup" data=""/>
</condition>
</extension>
The important thing is tha the agent is, somehow, putted in "available" status. You can also do it via fs_cli, but now I can't remeber the exact syntax for that. Help from cli should clarify.
At this point, the agent should result in "waiting" state Of course, you should before declared that agent as member of a tier or, at least, of a queue.
Hope it helps g
On Friday 17 August 2012 14:48:04 x.liu wrote:
I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy.
When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue?
Thanks!
On 08/17/2012 01:56 PM, g wrote:
Me too, I'm often dealing with callcenters (inbound+outbound). I found in Freeswitch the easyest solution to manage queue and agents. I'm not a programmer, but I have experience with Asterisk, Freeswitch and the whole workflow of complex callcenters. My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't need agent to dial anything to get the call from queue. In my opinion, you can use that module or, for more complex things (ie. outbound predictive) you can use the socket manager to perform call placement, call transfer, conference with thirdy-part recording IVR etc. I feel the best solution, also if it will require some effort for a Java programmer, is to do all that in php, which is light and fast also for older PC, able to run also with thin-client low memory low-cpu machines. If you can plan to turn to php and you don't have too short time, I can consider to help for the Freeswitch part. giuliano
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote: > Hi, > > > > I am working on a Contact Center solution. It will support mail, > chat > and call queries. > > The requirements are: > > 1. An end-customer calls, the call is handled by FreeSWITCH Auto > Attendant. 2. Customer is presented with a menu and makes > selection. > His call is put on hold and an entry is made in my system's > database > for incoming queries. 3. These queries are shown to agents > handling > calls. > 4. And agent clicks on a query, he is shown an extension where > call is parked. He dials that and is connected to the customer. > > 5. He talks to the customer and resolve his queries. > > Please guide me on how can do it. The application will be > written in > Java. > > I am an experienced programmers in Java/J2EE; but doesn't have > much > knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on > Ubuntu > 12.04; and have installed X-Lite Softphones on two Windows > machines. > I configured these phones to work with FreeSWITCH and they are > working fine. > > > > I think that I'd have to use Valet Parking to park customer's > call on > an > extension, then pass that extension to agent who will dial it > and will be connected to the customer. > > > > Please tell me whether this approach will work? And how should I > go > about it. > > > > All help would be much appreciated. > > > > Regards > > > > Nitin __________________________________________________________________ ______ _ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
___ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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-use rs http://www.freeswitch.org
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Heriot-Watt University is the Sunday Times Scottish University of the Year 2011-2012 We invite research leaders and ambitious early career researchers to join us in leading and driving research in key inter-disciplinary themes. Please see www.hw.ac.uk/researchleaders for further information and how to apply. Heriot-Watt University is a Scottish charity registered under charity number SC000278.
No problem Xing, Callcenter is not an easy task, it is a worl itself. As your "agents" are IVR apps, and if you like mod_callcenter, you could just create a GUI to "control/set" the pseudo-status of your IVR apps. Also, if the agent is busy with a call, mod_callcenter just distribute calls to free agents. Good luck with your project. Regards, Dario On 8/21/2012 1:00 PM, x.liu wrote:
Hi g & Dario,
Many thanks for your suggestions and explanations! Very helpful!
I should have made my scenarios clearer in the first place: My agents are IVR apps which have registered to FS and are always available unless they are answering calls.
Cheers, Xing
On 08/20/2012 05:32 PM, g wrote:
Thanks Dario. You gave the answer I would like to do. Liu, You can avoid agents dialing extensions to login/logout/pause, but at least they have to click on some web app to let the system knows they are available. Another option is to let the system considerthem always available even when the softphones are'nt registered. If you set a correct distribution criteria, the unregistered softphones are skipped in a round robin distribution, as the agents were not logged in. But in this case, forget about statistics on drops, presence, waiting time on queue etc. g
On Monday 20 August 2012 09:06:42 Saugort Dario Garcia Tovar wrote:
mmm,
You think that the agent is dialing an extension. It is not what is happening. The agent is dialing a number that invoke a mod_callcenter function: login/logout/not ready. As FS is like a pbx (and more than a pbx), it seems like an extension.
Just, registrer to FS is not enough. What happen when the agent need to go the restroom, take coffee, couching, or take a break? Then, you will need to reproduce in the agent gui the funcion of login, logout and break... but again, what happen if your agent gui fail? your callcenter service will stop because your gui fail? Also, if you just use register signaling, you could face a wide sort of operational issues like, what happen if the agent left the position and left the their seats: then calls will be routed to empty seats!
If you want to get the agent login/logout without the agent dial nothing... if I am not wrong, mod_callcenter offer functions to log and logout agent from fs console, so I think you can invoke them using execute() from lua or your script.
On 8/20/2012 7:30 AM, x.liu wrote:
Hi g,
Thanks for your response!
My situation is that I don't want the agent to dial the extension to be able to accept calls. The agents (e.g. a FS softphone client, or a Java application) just need to register to FS as SIP clients.
And I've not figured out what commands I should send if I use extension "^agent-login$" and FS socket.
So I guess I may be better not to use mod_callcenter for routing calls to different extensions. just to use FS ESL and my own logics to bridge the calls.
I was curious about the reply "You don't need agent to dial anything to get the call from queue... " and I thought my question is relevant to the thread, so I asked questions in this thread. Apologies for that. I could have opened a different thread for the questions :-)
Cheers, Xing
On 08/20/2012 11:53 AM, g wrote:
You can log an agent into a queue by a web application in which a button click handles commands via the FS socket, or just let the agent dial an extension (i.e. 999+itssoftphonenumber) where dialplan sets that agent in the correct state. ie (replace agent_login regex into something like 999201 if your agent is 201)<extension name="agent_login">
<condition field="destination_number" expression="^agent-login$">
<action application="set" data="res=${callcenter_config(agent set status>> ${caller_id_number}@${domain_name} 'Available')}" />
<action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/> <action application="hangup" data=""/>
</condition>
</extension>
<extension name="agent_logoff">
<condition field="destination_number" expression="^agent-logoff$">
<action application="set" data="res=${callcenter_config(agent set status>> ${caller_id_number}@${domain_name} 'Logged Out')}" />
<action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/> <action application="hangup" data=""/>
</condition>
</extension>
The important thing is tha the agent is, somehow, putted in "available" status. You can also do it via fs_cli, but now I can't remeber the exact syntax for that. Help from cli should clarify.
At this point, the agent should result in "waiting" state Of course, you should before declared that agent as member of a tier or, at least, of a queue.
Hope it helps g
On Friday 17 August 2012 14:48:04 x.liu wrote:
I am also trying the mod_callcenter. What I want is to route a call to one agent ( a registered FS client, e.g. a SIP softphone) of a list of agents by a Random or RoundRobin policy.
When I dial the extension which calls the callcenter app, I only have hold-on music. It does not route a call to a agent. You said " You don't need agent to dial anything to get the call from queue. ", I am wondering how I could let an agent log into the queue?
Thanks!
On 08/17/2012 01:56 PM, g wrote: > Me too, I'm often dealing with callcenters (inbound+outbound). I > found > in > Freeswitch the easyest solution to manage queue and agents. I'm > not a > programmer, but I have experience with Asterisk, Freeswitch and > the > whole > workflow of complex callcenters. > My suggestion too is to use mod_callcenter. Easy, fast, powerful. > You > don't need agent to dial anything to get the call from queue. > In my opinion, you can use that module or, for more complex things > (ie. outbound predictive) you can use the socket manager to > perform call placement, call transfer, conference with > thirdy-part recording IVR etc. > I feel the best solution, also if it will require some effort for > a Java programmer, is to do all that in php, which is light and > fast also for older PC, able to run also with thin-client low > memory low-cpu machines. If you can plan to turn to php and you > don't have too short time, I can consider to help for the > Freeswitch part. > giuliano > > On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote: >> Hi, >> >> >> >> I am working on a Contact Center solution. It will support mail, >> chat >> and call queries. >> >> The requirements are: >> >> 1. An end-customer calls, the call is handled by FreeSWITCH Auto >> Attendant. 2. Customer is presented with a menu and makes >> selection. >> His call is put on hold and an entry is made in my system's >> database >> for incoming queries. 3. These queries are shown to agents >> handling >> calls. >> 4. And agent clicks on a query, he is shown an extension where >> call is parked. He dials that and is connected to the customer. >> >> 5. He talks to the customer and resolve his queries. >> >> Please guide me on how can do it. The application will be >> written in >> Java. >> >> I am an experienced programmers in Java/J2EE; but doesn't have >> much >> knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on >> Ubuntu >> 12.04; and have installed X-Lite Softphones on two Windows >> machines. >> I configured these phones to work with FreeSWITCH and they are >> working fine. >> >> >> >> I think that I'd have to use Valet Parking to park customer's >> call on >> an >> extension, then pass that extension to agent who will dial it >> and will be connected to the customer. >> >> >> >> Please tell me whether this approach will work? And how should I >> go >> about it. >> >> >> >> All help would be much appreciated. >> >> >> >> Regards >> >> >> >> Nitin > __________________________________________________________________ > ______ _ > Professional FreeSWITCH Consulting Services: > consulting@freeswitch.org > http://www.freeswitchsolutions.com > > FreeSWITCH-powered IP PBX: The CudaTel Communication Server > http://www.cudatel.com > > Official FreeSWITCH Sites > http://www.freeswitch.org > http://wiki.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
___ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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-use rs http://www.freeswitch.org
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Atentamente, *Dario García* Consultor. CCCT, Nivel C2, Sector Yarey, Mz, Ofc. MZ03a. Caracas-Venezuela. Teléfono: +58 212 9081842 Cel: +58 412 2221515 dgarcia@anew.com.ve http://www.anew.com.ve
Hi all, There are some TLS documentation inaccuracy (http://wiki.freeswitch.org/wiki/Tls): 1. " ./gentls_cert create_server -cn pbx.freeswitch.org -alt DNS:pbx.freeswitch.org -org freeswitch.org" There is no option "create_server" for gentls_cert , as i can see only setup,create,remove. 2. "./gentls_cert create_client -cn Client1 -out Client1" There is no option "create_client" for gentls_cert. And there is no exactly information for softphone certificate generation. For Windows we need .crt file certificate, but how it could be generated (.pem only generated) ??? Please fix doc and gentls_cert script, or explain all procedures. Thx. -- Best Regards, Vadim F.
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues. Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
Probably lack of cost-benefit for established companies. Why fix it if it ain't broke? Also why invest in something that really isn't widely adopted yet? Brian Foster Endigo Computer LLC Sent from a mobile device. On Aug 23, 2012 8:39 AM, "Alex" <alex@thewinelake.com> wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Yea, until IPv4 is under such a crunch that it's _actually_ hard to get IPs, IPv6 adoption won't have that much pressure. It'd probably be cool to offer IPv6 VoIP services, but I wouldn't expect much actual usage for a while. -Michael From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Brian Foster Sent: Thursday, August 23, 2012 7:04 AM To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] ipv6 - any fans? Probably lack of cost-benefit for established companies. Why fix it if it ain't broke? Also why invest in something that really isn't widely adopted yet? Brian Foster Endigo Computer LLC Sent from a mobile device. On Aug 23, 2012 8:39 AM, "Alex" <alex@thewinelake.com<mailto:alex@thewinelake.com>> wrote: We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues. Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"? _________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org<mailto:consulting@freeswitch.org> http://www.freeswitchsolutions.com FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.freeswitch.org http://www.cluecon.com FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org<mailto: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
Assuming you're in the US (or most other parts of the world besides Asia); it won't work. Here's why: Almost no last mile providers will deliver native IPv6 (currently). Your customers would have to use a tunneling service like HE to even get to you. First there are hassles setting up the tunnel in the first place, then there are issues with latency, packet loss, jitter, etc using a tunnel service that has to haul all of your IPv6 in IPv4 traffic back to their gateway in a central location. VoIP is just about the worst service you could use via an IPv6 tunnel. You could try to offer your own IPv6 tunneling service but there's still the issue of customers setting up there end of the tunnel. Besides, encapsulation sucks. The IPv4 global routing table has at least 424,000 networks: http://bgp.potaroo.net/index-bgp.html The IPv6 global routing table has 10,215 networks: http://bgp.potaroo.net/v6/as2.0/ Granted IPv6 networks tend to be better organized and more "compact" (at least as far as advertisements are concerned) but that's still a factor of 40:1. On Thu, Aug 23, 2012 at 8:38 AM, Alex <alex@thewinelake.com> wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Kristian Kielhofner
Sorry, I just woke up: "there end of the tunnel" = "their end of the tunnel". On Thu, Aug 23, 2012 at 10:42 AM, Kristian Kielhofner <kris@kriskinc.com> wrote:
Assuming you're in the US (or most other parts of the world besides Asia); it won't work. Here's why:
Almost no last mile providers will deliver native IPv6 (currently). Your customers would have to use a tunneling service like HE to even get to you. First there are hassles setting up the tunnel in the first place, then there are issues with latency, packet loss, jitter, etc using a tunnel service that has to haul all of your IPv6 in IPv4 traffic back to their gateway in a central location. VoIP is just about the worst service you could use via an IPv6 tunnel.
You could try to offer your own IPv6 tunneling service but there's still the issue of customers setting up there end of the tunnel. Besides, encapsulation sucks.
The IPv4 global routing table has at least 424,000 networks:
http://bgp.potaroo.net/index-bgp.html
The IPv6 global routing table has 10,215 networks:
http://bgp.potaroo.net/v6/as2.0/
Granted IPv6 networks tend to be better organized and more "compact" (at least as far as advertisements are concerned) but that's still a factor of 40:1.
On Thu, Aug 23, 2012 at 8:38 AM, Alex <alex@thewinelake.com> wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Kristian Kielhofner
-- Kristian Kielhofner
I'm all for IPv6, just get your firewalling right, depending on your OS it doesn't always share rules automatically. Don't forget your machine will usually have at least 3 addresses too, which can of course be bound and firewalled individually. But as the others have said, the main issue is support in existing kit. Only a fraction of my devices support IPv6. It's good for some things and not doing something just because no-one else is will never push the progression on. The more demand we create for IPv6, the more likely ISPs are to take it up. On 23 August 2012 15:43, Kristian Kielhofner <kris@kriskinc.com> wrote:
Sorry, I just woke up: "there end of the tunnel" = "their end of the tunnel".
On Thu, Aug 23, 2012 at 10:42 AM, Kristian Kielhofner <kris@kriskinc.com> wrote:
Assuming you're in the US (or most other parts of the world besides Asia); it won't work. Here's why:
Almost no last mile providers will deliver native IPv6 (currently). Your customers would have to use a tunneling service like HE to even get to you. First there are hassles setting up the tunnel in the first place, then there are issues with latency, packet loss, jitter, etc using a tunnel service that has to haul all of your IPv6 in IPv4 traffic back to their gateway in a central location. VoIP is just about the worst service you could use via an IPv6 tunnel.
You could try to offer your own IPv6 tunneling service but there's still the issue of customers setting up there end of the tunnel. Besides, encapsulation sucks.
The IPv4 global routing table has at least 424,000 networks:
http://bgp.potaroo.net/index-bgp.html
The IPv6 global routing table has 10,215 networks:
http://bgp.potaroo.net/v6/as2.0/
Granted IPv6 networks tend to be better organized and more "compact" (at least as far as advertisements are concerned) but that's still a factor of 40:1.
On Thu, Aug 23, 2012 at 8:38 AM, Alex <alex@thewinelake.com> wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Kristian Kielhofner
-- Kristian Kielhofner
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- *Andrew Cassidy BSc (Hons) MBCS SSCA* Managing Director *T <info@cassidywebservices.co.uk> *03300 100 960 *F<info@cassidywebservices.co.uk> *03300 100 961 *E <info@cassidywebservices.co.uk> *andrew@cassidywebservices.co.uk *W <info@cassidywebservices.co.uk> *www.cassidywebservices.co.uk
+1. Most of the servers I have actually do have IPv6 addresses, however I do not use them. I really just don't have the experience to deploy IPv6 safely. Those servers all have public IP's so really for me there isn't much benefit (yet), so it's not on my priority list. FS ipv-6 profile is immediately removed prior to first start of FreeSWITCH. On Thu, Aug 23, 2012 at 1:05 PM, Andrew Cassidy < andrew@cassidywebservices.co.uk> wrote:
I'm all for IPv6, just get your firewalling right, depending on your OS it doesn't always share rules automatically. Don't forget your machine will usually have at least 3 addresses too, which can of course be bound and firewalled individually.
But as the others have said, the main issue is support in existing kit. Only a fraction of my devices support IPv6. It's good for some things and not doing something just because no-one else is will never push the progression on. The more demand we create for IPv6, the more likely ISPs are to take it up.
On 23 August 2012 15:43, Kristian Kielhofner <kris@kriskinc.com> wrote:
Sorry, I just woke up: "there end of the tunnel" = "their end of the tunnel".
On Thu, Aug 23, 2012 at 10:42 AM, Kristian Kielhofner <kris@kriskinc.com> wrote:
Assuming you're in the US (or most other parts of the world besides Asia); it won't work. Here's why:
Almost no last mile providers will deliver native IPv6 (currently). Your customers would have to use a tunneling service like HE to even get to you. First there are hassles setting up the tunnel in the first place, then there are issues with latency, packet loss, jitter, etc using a tunnel service that has to haul all of your IPv6 in IPv4 traffic back to their gateway in a central location. VoIP is just about the worst service you could use via an IPv6 tunnel.
You could try to offer your own IPv6 tunneling service but there's still the issue of customers setting up there end of the tunnel. Besides, encapsulation sucks.
The IPv4 global routing table has at least 424,000 networks:
http://bgp.potaroo.net/index-bgp.html
The IPv6 global routing table has 10,215 networks:
http://bgp.potaroo.net/v6/as2.0/
Granted IPv6 networks tend to be better organized and more "compact" (at least as far as advertisements are concerned) but that's still a factor of 40:1.
On Thu, Aug 23, 2012 at 8:38 AM, Alex <alex@thewinelake.com> wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Kristian Kielhofner
-- Kristian Kielhofner
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- *Andrew Cassidy BSc (Hons) MBCS SSCA* Managing Director
*T <info@cassidywebservices.co.uk> *03300 100 960 *F<info@cassidywebservices.co.uk> *03300 100 961 *E <info@cassidywebservices.co.uk> *andrew@cassidywebservices.co.uk *W <info@cassidywebservices.co.uk> *www.cassidywebservices.co.uk
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Brian D. Foster Endigo Computer LLC Email: bdfoster@endigotech.com Phone: 317-800-7876 Indianapolis, Indiana, USA This message contains confidential information and is intended for those listed in the "To:", "CC:", and/or "BCC:" fields of the message header. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.
IPv6 isn't hard to deploy. In fact it's way easier to deploy than IPv4. I would agree that getting the firewalling right is the crucial part on getting IPv6 deployed securely. A perfect example for firewalling an IPv6 network with iptables via the FORWARD chain can be done this way: -A FORWARD -s [Your IPv6 Subnet Here] -j ACCEPT -A FORWARD -d [Your IPv6 Subnet Here] -m state --state RELATED,ESTABLISHED -j ACCEPT -A FORWARD -j REJECT On Thu, Aug 23, 2012 at 10:17 AM, Brian Foster <bdfoster@endigotech.com>wrote:
+1. Most of the servers I have actually do have IPv6 addresses, however I do not use them. I really just don't have the experience to deploy IPv6 safely. Those servers all have public IP's so really for me there isn't much benefit (yet), so it's not on my priority list. FS ipv-6 profile is immediately removed prior to first start of FreeSWITCH.
On Thu, Aug 23, 2012 at 1:05 PM, Andrew Cassidy < andrew@cassidywebservices.co.uk> wrote:
I'm all for IPv6, just get your firewalling right, depending on your OS it doesn't always share rules automatically. Don't forget your machine will usually have at least 3 addresses too, which can of course be bound and firewalled individually.
But as the others have said, the main issue is support in existing kit. Only a fraction of my devices support IPv6. It's good for some things and not doing something just because no-one else is will never push the progression on. The more demand we create for IPv6, the more likely ISPs are to take it up.
On 23 August 2012 15:43, Kristian Kielhofner <kris@kriskinc.com> wrote:
Sorry, I just woke up: "there end of the tunnel" = "their end of the tunnel".
On Thu, Aug 23, 2012 at 10:42 AM, Kristian Kielhofner <kris@kriskinc.com> wrote:
Assuming you're in the US (or most other parts of the world besides Asia); it won't work. Here's why:
Almost no last mile providers will deliver native IPv6 (currently). Your customers would have to use a tunneling service like HE to even get to you. First there are hassles setting up the tunnel in the first place, then there are issues with latency, packet loss, jitter, etc using a tunnel service that has to haul all of your IPv6 in IPv4 traffic back to their gateway in a central location. VoIP is just about the worst service you could use via an IPv6 tunnel.
You could try to offer your own IPv6 tunneling service but there's still the issue of customers setting up there end of the tunnel. Besides, encapsulation sucks.
The IPv4 global routing table has at least 424,000 networks:
http://bgp.potaroo.net/index-bgp.html
The IPv6 global routing table has 10,215 networks:
http://bgp.potaroo.net/v6/as2.0/
Granted IPv6 networks tend to be better organized and more "compact" (at least as far as advertisements are concerned) but that's still a factor of 40:1.
On Thu, Aug 23, 2012 at 8:38 AM, Alex <alex@thewinelake.com> wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Kristian Kielhofner
-- Kristian Kielhofner
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- *Andrew Cassidy BSc (Hons) MBCS SSCA* Managing Director
*T <info@cassidywebservices.co.uk> *03300 100 960 *F<info@cassidywebservices.co.uk> *03300 100 961 *E <info@cassidywebservices.co.uk> *andrew@cassidywebservices.co.uk *W <info@cassidywebservices.co.uk> *www.cassidywebservices.co.uk
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Brian D. Foster Endigo Computer LLC Email: bdfoster@endigotech.com Phone: 317-800-7876 Indianapolis, Indiana, USA
This message contains confidential information and is intended for those listed in the "To:", "CC:", and/or "BCC:" fields of the message header. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Andrew Cassidy <freeswitch-users@lists.freeswitch.org> wrote:
I'm all for IPv6, just get your firewalling right, depending on your OS it doesn't always share rules automatically. Don't forget your machine will usually have at least 3 addresses too, which can of course be bound and firewalled individually.
If you need a firewall, then you do indeed have to make sure that it's configured appropriately for both IPv4 and IPv6. There are lazy/uninformed administrators who think they can rely on NAT as a substitute for a firewall. I have native IPv6 access via my ISP and FreeSWITCH works well with it. I have also used FreeSWITCH over IPv6-in-IPv4 tunnels with surprisingly good reliability, but in recent years with the native IPv6 this hasn't been necessary except occasionally with a laptop on an IPv4-only network. Deployment in a home office environment was easy enough, except initially for the DHCPv6 prefix delegation and routing over the ppp connection to the ISP.
Sadly a lot of places imply that Nat provides some form of security when it really wasn't meant for that usage. On Aug 23, 2012 5:36 PM, "Jason White" <jason@jasonjgw.net> wrote:
Andrew Cassidy <freeswitch-users@lists.freeswitch.org> wrote:
I'm all for IPv6, just get your firewalling right, depending on your OS it doesn't always share rules automatically. Don't forget your machine will usually have at least 3 addresses too, which can of course be bound and firewalled individually.
If you need a firewall, then you do indeed have to make sure that it's configured appropriately for both IPv4 and IPv6. There are lazy/uninformed administrators who think they can rely on NAT as a substitute for a firewall.
I have native IPv6 access via my ISP and FreeSWITCH works well with it. I have also used FreeSWITCH over IPv6-in-IPv4 tunnels with surprisingly good reliability, but in recent years with the native IPv6 this hasn't been necessary except occasionally with a laptop on an IPv4-only network.
Deployment in a home office environment was easy enough, except initially for the DHCPv6 prefix delegation and routing over the ppp connection to the ISP.
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Hi Alex, I see that this is an older thread, but I now have native IPv6 connectivity set up at our datacenter, tunneled IPv6 at many customer sites with native on the way. I agree that it gets rid of all the NAT issues, so I'm hoping to try it out very soon. For larger installations, I'm insisting that native IPv6 be available within the next few months. I'm having a hard time finding phones that can do IPv6 though. Any suggestions? Alex wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.freeswitch.org http://www.cluecon.com
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No... A vicious circle, I suspect! On 7 Sep 2012, at 01:43, "Tim St. Pierre" <fs-list@communicatefreely.net> wrote:
Hi Alex,
I see that this is an older thread, but I now have native IPv6 connectivity set up at our datacenter, tunneled IPv6 at many customer sites with native on the way.
I agree that it gets rid of all the NAT issues, so I'm hoping to try it out very soon. For larger installations, I'm insisting that native IPv6 be available within the next few months.
I'm having a hard time finding phones that can do IPv6 though.
Any suggestions?
Alex wrote:
We've been wondering about trying to offer a service on ipv6 as it would get around various LAN issues.
Just wondered what experiences (good or bad) people here have had with it and also why there isn't more "'buzz"?
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Vadim update your copy of FS. The copy you are using is very old so the gentls usage has changed 1.2 or git head should give you no problem. A .crt file contains only the certificate the .pem has the certificate and private key, just copy the certificate part (its a text document) to a file by itself and call .crt to get the .crt. ~Mitch On Thu, Aug 23, 2012 at 5:29 AM, vaad.fabi@gmail.com <vaad.fabi@gmail.com> wrote:
Hi all,
There are some TLS documentation inaccuracy (http://wiki.freeswitch.org/wiki/Tls):
1. " ./gentls_cert create_server -cn pbx.freeswitch.org -alt DNS:pbx.freeswitch.org -org freeswitch.org" There is no option "create_server" for gentls_cert , as i can see only setup,create,remove.
2. "./gentls_cert create_client -cn Client1 -out Client1" There is no option "create_client" for gentls_cert. And there is no exactly information for softphone certificate generation. For Windows we need .crt file certificate, but how it could be generated (.pem only generated) ???
Please fix doc and gentls_cert script, or explain all procedures. Thx.
-- Best Regards, Vadim F.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Thx for information! On 08/23/2012 07:14 PM, Mitch Capper wrote:
Vadim update your copy of FS. The copy you are using is very old so the gentls usage has changed 1.2 or git head should give you no problem. A .crt file contains only the certificate the .pem has the certificate and private key, just copy the certificate part (its a text document) to a file by itself and call .crt to get the .crt.
~Mitch
On Thu, Aug 23, 2012 at 5:29 AM, vaad.fabi@gmail.com <vaad.fabi@gmail.com> wrote:
Hi all,
There are some TLS documentation inaccuracy (http://wiki.freeswitch.org/wiki/Tls):
1. " ./gentls_cert create_server -cn pbx.freeswitch.org -alt DNS:pbx.freeswitch.org -org freeswitch.org" There is no option "create_server" for gentls_cert , as i can see only setup,create,remove.
2. "./gentls_cert create_client -cn Client1 -out Client1" There is no option "create_client" for gentls_cert. And there is no exactly information for softphone certificate generation. For Windows we need .crt file certificate, but how it could be generated (.pem only generated) ???
Please fix doc and gentls_cert script, or explain all procedures. Thx.
-- Best Regards, Vadim F.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
-- Best Regards, Vadim F.
For my callcenter I use keypad's numbers for agent's login/logout. For example, my callcenter has extension 1011, then I use: <extension name="agent_login"> <condition field="destination_number" expression="^agent-login|*1011$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_in.wav"/> <action application="hangup" data=""/> </condition> </extension> <extension name="agent_logoff"> <condition field="destination_number" expression="^agent-logoff|#1011$"> <action application="set" data="res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Logged Out')}" /> <action application="answer" data=""/> <action application="sleep" data="500"/> <action application="playback" data="ivr/ivr-you_are_now_logged_out.wav"/> <action application="hangup" data=""/> </condition> </extension> Ofcourse, phones must be setup so *1011 and #1011 are send to FS and not intepreted by the phone itself.
Hi, As you see in the other mails, mod_callcenter is a good option. If you are an experienced programmers in Java/J2EE, you could take a look to mod_java (or FS javascript support) + event_socket to build a custom GUI for your agents. On 8/16/2012 7:10 AM, Nitin Tomer wrote:
Hi,
I am working on a Contact Center solution. It will support mail, chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant. 2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system's database for incoming queries. 3. These queries are shown to agents handling calls. 4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
I am an experienced programmers in Java/J2EE; but doesn't have much knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04; and have installed X-Lite Softphones on two Windows machines. I configured these phones to work with FreeSWITCH and they are working fine.
I think that I'd have to use Valet Parking to park customer's call on an extension, then pass that extension to agent who will dial it and will be connected to the customer.
Please tell me whether this approach will work? And how should I go about it.
All help would be much appreciated.
Regards
Nitin
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
FreeSWITCH-powered IP PBX: The CudaTel Communication Server http://www.cudatel.com
Official FreeSWITCH Sites http://www.freeswitch.org http://wiki.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
No virus found in this message. Checked by AVG - www.avg.com <http://www.avg.com> Version: 2012.0.2180 / Virus Database: 2437/5203 - Release Date: 08/15/12
-- Atentamente, *Dario García* Consultor. CCCT, Nivel C2, Sector Yarey, Mz, Ofc. MZ03a. Caracas-Venezuela. Teléfono: +58 212 9081842 Cel: +58 412 2221515 dgarcia@anew.com.ve http://www.anew.com.ve
participants (20)
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Abdul Basit
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Alex
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Alex Lake
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Andrew Cassidy
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Brian Foster
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curriegrad2004
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g
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Gabriel Gunderson
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Hector Geraldino
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Jason White
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Kristian Kielhofner
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Michael Giagnocavo
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Mitch Capper
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Nitin Tomer
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Patrick Lists
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Saugort Dario Garcia Tovar
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Tim St. Pierre
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vaad.fabi＠gmail.com
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Vbvbrj
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x.liu