answer when agent connects in mod_callcenter
Hi! I tried mod_callcenter and I must say it is an amazing piece of work by Marc Olivier Chouinard! We had built something like this over ESL but nothing beats a loadable module :) The tricky question is how do I configure it so that the caller is answered only after an agent is connected? By default, the call is answered and moh is played. Is it even possible or do I have to look inside mod_callcenter? If that, exactly where does a module answer a call ? Thanks. regards, Anita
Look in the code for switch_channel_answer(), that's what causes the call to be answered. Anyway, even though an unanswered call seems great in theory, it usually doesn't work, because the providers will only allow that state for a limited time. So in the end, answer is usually what must be done anyway. /Peter ----- Reply message ----- Från: "Anita Hall" <anita.hall@simmortel.com> Datum: ons, mar 7, 2012 07:24 Rubrik: [Freeswitch-users] answer when agent connects in mod_callcenter Till: "FreeSWITCH Users Help" <freeswitch-users@lists.freeswitch.org> Hi! I tried mod_callcenter and I must say it is an amazing piece of work by Marc Olivier Chouinard! We had built something like this over ESL but nothing beats a loadable module :) The tricky question is how do I configure it so that the caller is answered only after an agent is connected? By default, the call is answered and moh is played. Is it even possible or do I have to look inside mod_callcenter? If that, exactly where does a module answer a call ? Thanks. regards, Anita !DSPAM:4f56fcb432761851621280!
Hey Peter Much thanks :) It worked like a charm! Now I am able to ring an agent via mod_callcenter and if the agent does not answer, then the caller is not answered. Magic ! Now all I need to do is to hangup the caller if the agent does not answer / cancels .... regards, Anita On Wed, Mar 7, 2012 at 12:41 PM, Peter Olsson < peter.olsson@visionutveckling.se> wrote:
Look in the code for switch_channel_answer(), that's what causes the call to be answered.
Anyway, even though an unanswered call seems great in theory, it usually doesn't work, because the providers will only allow that state for a limited time. So in the end, answer is usually what must be done anyway.
/Peter
----- Reply message ----- Från: "Anita Hall" <anita.hall@simmortel.com> Datum: ons, mar 7, 2012 07:24 Rubrik: [Freeswitch-users] answer when agent connects in mod_callcenter Till: "FreeSWITCH Users Help" <freeswitch-users@lists.freeswitch.org>
Hi!
I tried mod_callcenter and I must say it is an amazing piece of work by Marc Olivier Chouinard! We had built something like this over ESL but nothing beats a loadable module :)
The tricky question is how do I configure it so that the caller is answered only after an agent is connected? By default, the call is answered and moh is played. Is it even possible or do I have to look inside mod_callcenter? If that, exactly where does a module answer a call ?
Thanks.
regards, Anita
!DSPAM:4f56fcb432761851621280!
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Hi Anita, I work with different call center solutions like Alcatel, Genesys, Avaya, Nortel, etc. I have not play with mod_callcenter yet. Consider what Peter said about keep the call as unanswered. In a tradicional PBX with an ACD solution the answer state is send to asure to the PSTN or SIP provider that the call is being handled. On the other hand, the "logic" in the ACD the call is park/hold/ in queue until an agent become avalaible or after a timeout the call is rerouted to another point or dropped. It is not a good practice hangup the caller if the agent does not answer, you will "transmit" an idea of "BAD SERVICE". You could instead to recover the call and locate another avalaible agent and put in "Not Ready" or "Logout" the agent who does not answer a call in x seconds. It is a better approach. On 3/7/2012 3:51 AM, Anita Hall wrote:
Hey Peter
Much thanks :) It worked like a charm!
Now I am able to ring an agent via mod_callcenter and if the agent does not answer, then the caller is not answered. Magic !
Now all I need to do is to hangup the caller if the agent does not answer / cancels ....
regards, Anita
On Wed, Mar 7, 2012 at 12:41 PM, Peter Olsson <peter.olsson@visionutveckling.se <mailto:peter.olsson@visionutveckling.se>> wrote:
Look in the code for switch_channel_answer(), that's what causes the call to be answered.
Anyway, even though an unanswered call seems great in theory, it usually doesn't work, because the providers will only allow that state for a limited time. So in the end, answer is usually what must be done anyway.
/Peter
----- Reply message ----- Från: "Anita Hall" <anita.hall@simmortel.com <mailto:anita.hall@simmortel.com>> Datum: ons, mar 7, 2012 07:24 Rubrik: [Freeswitch-users] answer when agent connects in mod_callcenter Till: "FreeSWITCH Users Help" <freeswitch-users@lists.freeswitch.org <mailto:freeswitch-users@lists.freeswitch.org>>
Hi!
I tried mod_callcenter and I must say it is an amazing piece of work by Marc Olivier Chouinard! We had built something like this over ESL but nothing beats a loadable module :)
The tricky question is how do I configure it so that the caller is answered only after an agent is connected? By default, the call is answered and moh is played. Is it even possible or do I have to look inside mod_callcenter? If that, exactly where does a module answer a call ?
Thanks.
regards, Anita
!DSPAM:4f56fcb432761851621280!
_________________________________________________________________________ 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
_________________________________________________________________________ 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
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participants (3)
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Anita Hall
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Peter Olsson
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Saugort Dario Garcia Tovar