Transfer A-Leg in a callcenter queue bridged to an agent to another queue
Hello. I am wondering if this is possible at all. For example the caller selects and enters a queue Que1 in a callcenter application. This queue has recording of conversation enabled. Sometime agent which was bridged to this call need to transfer the caller to another queue, due to caller's error on selecting queue in IVR. Initially I enabled simple transfer with *1N# from default dialplan example. This is working fine to transfer to some other number in the system directly, and while first agent terminates conversation, the recording of conversation continues already with the new B-Leg connection. Its good, because we can track whole conversation of the client. But in case of transferring to another queue there will be two recording files, one started from Que1 and another started from Que2 to which the caller was transferred. How can the caller be transferred to other queue and disconnect from first queue? Other queue also needs recording. The caller can use IVR to get to Que2 for example. Thank you. -- Mimiko desu.
hi Mimiko, could you post your queue configuration and the dialplan that does the transfer, if possible? 2013/9/18 Mimiko <vbvbrj@gmail.com>
Hello.
I am wondering if this is possible at all. For example the caller selects and enters a queue Que1 in a callcenter application. This queue has recording of conversation enabled. Sometime agent which was bridged to this call need to transfer the caller to another queue, due to caller's error on selecting queue in IVR. Initially I enabled simple transfer with *1N# from default dialplan example. This is working fine to transfer to some other number in the system directly, and while first agent terminates conversation, the recording of conversation continues already with the new B-Leg connection. Its good, because we can track whole conversation of the client.
But in case of transferring to another queue there will be two recording files, one started from Que1 and another started from Que2 to which the caller was transferred. How can the caller be transferred to other queue and disconnect from first queue? Other queue also needs recording. The caller can use IVR to get to Que2 for example.
Thank you.
-- Mimiko desu.
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On 18.09.2013 10:09, Vincent Xia wrote:
hi Mimiko, could you post your queue configuration and the dialplan that does the transfer, if possible?
Its rather simple: callcenter.conf: <queue name="que1@$${domain}"> <param name="strategy" value="longest-idle-agent"/> <param name="moh-sound" value="$${hold_music}"/> <param name="record-template" value="$${recordings_dir}/${strftime(%Y-%m)}/${strftime(%Y-%m-%d)}/${strftime(%Y-%m-%d-%H-%M-%S)}.${caller_id_number}.to.${cc_agent}.mp3"/> <param name="time-base-score" value="system"/> <param name="max-wait-time" value="0"/> <param name="max-wait-time-with-no-agent" value="1"/> <param name="max-wait-time-with-no-agent-time-reached" value="5"/> <param name="tier-rules-apply" value="false"/> <param name="tier-rule-wait-second" value="300"/> <param name="tier-rule-wait-multiply-level" value="true"/> <param name="tier-rule-no-agent-no-wait" value="false"/> <param name="discard-abandoned-after" value="60"/> <param name="abandoned-resume-allowed" value="true"/> </queue> Dialplan: <extension name="que1"> <condition field="destination_number" expression="^111$" break="on-false"> <action application="set" data="playback_terminators=#"/> <action application="playback" data="phrase:intro"/> <action application="set" data="hangup_after_bridge=true"/> <action application="set" data="RECORD_STEREO=true"/> <action application="set" data="record_sample_rate=8000"/> <action application="bind_meta_app" data="1 b s execute_extension::dx XML features"/> <action application="callcenter" data="qu1@$${domain}"/> <action application="set" data="playback_terminators=#"/> <action application="playback" data="phrase:no_agents_leave_message"/> <action application="answer"/> <action application="set" data="skip_greeting=true"/> <action application="set" data="skip_instructions=true"/> <action application="voicemail" data="default ${domain_name} que1"/> <action application="hangup"/> </condition> </extension> <extension name="dx"> <condition field="destination_number" expression="^dx$"> <action application="answer"/> <action application="read" data="11 11 'tone_stream://%(10000,0,350,440)' digits 5000 #"/> <action application="execute_extension" data="is_transfer XML features"/> </condition> </extension> <extension name="att_xfer"> <condition field="destination_number" expression="^att_xfer$"> <action application="read" data="3 4 'tone_stream://%(10000,0,350,440)' digits 30000 #"/> <action application="set" data="origination_cancel_key=#"/> <action application="att_xfer" data="user/${digits}@$${domain}"/> </condition> </extension> <extension name="is_transfer"> <condition field="destination_number" expression="^is_transfer$"/> <condition field="${digits}" expression="^(\d+)$"> <action application="transfer" data="-bleg ${digits} XML default"/> <anti-action application="eval" data="cancel transfer"/> </condition> </extension> -- Mimiko desu.
You must start a record session on the caller incoming call before sending it to a queue and remove recording in callcenter configuration. https://wiki.freeswitch.org/wiki/Misc._Dialplan_Tools_record_session Something like : <action application="record_session" data="..." /> <action application="callcenter" .... With this, it's the caller channel which is recorded and not the agent channel in callcenter. You call also have IVR choice, etc... if you put it before the IVR. Regards, 2013/9/18 Mimiko <vbvbrj@gmail.com>
On 18.09.2013 10:09, Vincent Xia wrote:
hi Mimiko, could you post your queue configuration and the dialplan that does the transfer, if possible?
Its rather simple: callcenter.conf:
<queue name="que1@$${domain}"> <param name="strategy" value="longest-idle-agent"/> <param name="moh-sound" value="$${hold_music}"/> <param name="record-template"
value="$${recordings_dir}/${strftime(%Y-%m)}/${strftime(%Y-%m-%d)}/${strftime(%Y-%m-%d-%H-%M-%S)}.${caller_id_number}.to.${cc_agent}.mp3"/> <param name="time-base-score" value="system"/> <param name="max-wait-time" value="0"/> <param name="max-wait-time-with-no-agent" value="1"/> <param name="max-wait-time-with-no-agent-time-reached" value="5"/> <param name="tier-rules-apply" value="false"/> <param name="tier-rule-wait-second" value="300"/> <param name="tier-rule-wait-multiply-level" value="true"/> <param name="tier-rule-no-agent-no-wait" value="false"/> <param name="discard-abandoned-after" value="60"/> <param name="abandoned-resume-allowed" value="true"/> </queue>
Dialplan: <extension name="que1"> <condition field="destination_number" expression="^111$" break="on-false"> <action application="set" data="playback_terminators=#"/> <action application="playback" data="phrase:intro"/> <action application="set" data="hangup_after_bridge=true"/> <action application="set" data="RECORD_STEREO=true"/> <action application="set" data="record_sample_rate=8000"/> <action application="bind_meta_app" data="1 b s execute_extension::dx XML features"/> <action application="callcenter" data="qu1@$${domain}"/> <action application="set" data="playback_terminators=#"/> <action application="playback" data="phrase:no_agents_leave_message"/> <action application="answer"/> <action application="set" data="skip_greeting=true"/> <action application="set" data="skip_instructions=true"/> <action application="voicemail" data="default ${domain_name} que1"/> <action application="hangup"/> </condition> </extension>
<extension name="dx"> <condition field="destination_number" expression="^dx$"> <action application="answer"/> <action application="read" data="11 11 'tone_stream://%(10000,0,350,440)' digits 5000 #"/> <action application="execute_extension" data="is_transfer XML features"/> </condition> </extension>
<extension name="att_xfer"> <condition field="destination_number" expression="^att_xfer$"> <action application="read" data="3 4 'tone_stream://%(10000,0,350,440)' digits 30000 #"/> <action application="set" data="origination_cancel_key=#"/> <action application="att_xfer" data="user/${digits}@ $${domain}"/> </condition> </extension>
<extension name="is_transfer"> <condition field="destination_number" expression="^is_transfer$"/> <condition field="${digits}" expression="^(\d+)$"> <action application="transfer" data="-bleg ${digits} XML default"/> <anti-action application="eval" data="cancel transfer"/> </condition> </extension>
-- Mimiko desu.
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On 18.09.2013 14:40, Regis M wrote:
You must start a record session on the caller incoming call before sending it to a queue and remove recording in callcenter configuration.
https://wiki.freeswitch.org/wiki/Misc._Dialplan_Tools_record_session
No, this will not help, as after transfer the session will continue to record, including messages played to the calee about position in another queue and the moh sound. Which is not desired. The most I dislike in FS is poor community to help. With this is just twice hard to find the answer. So to my question, for the record to other reading mailing list, when transferring out of a callcenter to stop recording session there must be checked the "cc_record_filename" for non empty value and if it is not empty - stop record: <condition field="${cc_record_filename}" expression="^$"> <anti-action application="stop_record_session" data="${cc_record_filename}"/> </condition> That's it. ^_^ -- Mimiko desu.
Mimiko, I've re-read your posts a few times but your English is not great and I'm having a difficult time understanding the problem. From what I can tell, you initially had a question about recording both call queues, for which Regis then gave you an answer. Then your next post stated you want to stop recording if 'cc_record_filename' contains a non empty value, you posted some code, but didn't tell us the result of using that code. You need to try and make your posts a bit more concise and clearer, otherwise it will mostly get ignored for poor presentation. Have a read over the following guidelines, this will greatly increase your chances of getting a better response; http://wiki.freeswitch.org/wiki/UsingTheMailingList I'd suggest starting a new thread, with concise questions in the form of a question. Hope this helps Cal On Wed, Sep 25, 2013 at 8:24 PM, Mimiko <vbvbrj@gmail.com> wrote:
On 18.09.2013 14:40, Regis M wrote:
You must start a record session on the caller incoming call before sending it to a queue and remove recording in callcenter configuration.
https://wiki.freeswitch.org/wiki/Misc._Dialplan_Tools_record_session
No, this will not help, as after transfer the session will continue to record, including messages played to the calee about position in another queue and the moh sound. Which is not desired.
The most I dislike in FS is poor community to help. With this is just twice hard to find the answer.
So to my question, for the record to other reading mailing list, when transferring out of a callcenter to stop recording session there must be checked the "cc_record_filename" for non empty value and if it is not empty - stop record:
<condition field="${cc_record_filename}" expression="^$"> <anti-action application="stop_record_session" data="${cc_record_filename}"/> </condition>
That's it. ^_^
-- Mimiko desu.
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On 26.09.2013 18:02, Cal Leeming [Simplicity Media Ltd] wrote:
From what I can tell, you initially had a question about recording both call queues, for which Regis then gave you an answer.
Yes, I want to record both calls in two queues to different files for same initial member after a transfer from first queue to second. I tested Regis suggestion and it works the same as callcenter's internal recording template. I suppose callcenter module uses same record_session function inside. But the recording stops only after a hangup from both parties. In case of call transfer, only B-Leg hangs-up. A-Leg will get to second queue and will listen to moh sound while waiting in queue. In mean time, the record_session function didn't stop to record, as there is still A-Leg in system. Looking on callcenter's variables got initialized, I thought cc_record_filename might contain the path to the recorded file not only when member is bridged to an agent, but also after the agent transferred the member to other number. So, some testing approved my thoughts. That is. When agent transfer the member, in the dialplan of transferred to extension I just check cc_record_filename for non empty string, and if it is not empty I use stop_record_session application with this variable as the path to tell FS to stop recording current session. Then I send the member to the second queue of the callcenter, where there is another path defined for recording the conversation with the agent. Initially I thought that when a member leaves callcenter application, then recording defined in the callcenter application will end automatically. But this didn't happen. Although this type of behave is desired to continue on recording the session when transferring to some regular extension. Cal, sorry for my bad writing in English. I hope I explained my scope of the problem. -- Mimiko desu.
Sorry again for the delayed reply - okay, this makes a bit more sense. Can you please try the following on your dialplan; https://wiki.freeswitch.org/wiki/Misc._Dialplan_Tools_record_session#Continu... <action application="set" data="recording_follow_transfer=false"/> Apparently setting that to false will stop the call recording after a transfer - which is the behavior I think you are looking for. Please let me know if I have misinterpreted your problem. Cal On Thu, Sep 26, 2013 at 5:31 PM, Mimiko <vbvbrj@gmail.com> wrote:
On 26.09.2013 18:02, Cal Leeming [Simplicity Media Ltd] wrote:
From what I can tell, you initially had a question about recording both call queues, for which Regis then gave you an answer.
Yes, I want to record both calls in two queues to different files for same initial member after a transfer from first queue to second. I tested Regis suggestion and it works the same as callcenter's internal recording template. I suppose callcenter module uses same record_session function inside.
But the recording stops only after a hangup from both parties. In case of call transfer, only B-Leg hangs-up. A-Leg will get to second queue and will listen to moh sound while waiting in queue. In mean time, the record_session function didn't stop to record, as there is still A-Leg in system.
Looking on callcenter's variables got initialized, I thought cc_record_filename might contain the path to the recorded file not only when member is bridged to an agent, but also after the agent transferred the member to other number. So, some testing approved my thoughts.
That is. When agent transfer the member, in the dialplan of transferred to extension I just check cc_record_filename for non empty string, and if it is not empty I use stop_record_session application with this variable as the path to tell FS to stop recording current session. Then I send the member to the second queue of the callcenter, where there is another path defined for recording the conversation with the agent.
Initially I thought that when a member leaves callcenter application, then recording defined in the callcenter application will end automatically. But this didn't happen. Although this type of behave is desired to continue on recording the session when transferring to some regular extension.
Cal, sorry for my bad writing in English. I hope I explained my scope of the problem.
-- Mimiko desu.
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On 30.09.2013 10:33, Cal Leeming [Simplicity Media Ltd] wrote:
Can you please try the following on your dialplan; https://wiki.freeswitch.org/wiki/Misc._Dialplan_Tools_record_session#Continu... <action application="set" data="recording_follow_transfer=false"/>
Apparently setting that to false will stop the call recording after a transfer - which is the behavior I think you are looking for.
Please let me know if I have misinterpreted your problem.
Well this will stop recording on a transfer. Only is that I need the recording to continue on transfer to any extension from callcenter application, except to extensions associated with another queue in callcenter. Ie, record_follow_transfer=true is the default on the whole FS system. Only in case of transfer from one queue to another queue record must not follow transfer. I obtained this behavior explicitly stopping recording when transferred to any extension associated with a callcenter application. So the dialplan contains this: <extension name="cc1"> <condition field="destination_number" expression="^777$" break="on-false"> <action application="set" data="default_language=ro"/> <action application="answer"/> </condition> <condition field="${cc_record_filename}" expression="^$" break="never"> <anti-action application="stop_record_session" data="${cc_record_filename}"/> </condition> <condition field="${cc_member_uuid}" expression="^$" break="never"> <anti-action application="set" data="cc_base_score=300"/> <!-- play a message before entering the queue. --> <action application="playback" data="phrase:cc_intro"/> <!-- hangup after successful bridge to agent --> <action application="set" data="hangup_after_bridge=true"/> <!-- queue caller --> <action application="set" data="RECORD_STEREO=true"/> <action application="set" data="record_sample_rate=8000"/> </condition> <condition> <action application="bind_meta_app" data="1 b s execute_extension::redir_from_cc XML features_local"/> <action application="callcenter" data="cc1"/> <!-- if no agent was reached and using max-wait-time - send to general voicemail --> <action application="set" data="playback_terminators=#"/> <action application="playback" data="phrase:no_agents_leave_message"/> <action application="set" data="skip_greeting=true"/> <action application="set" data="skip_instructions=true"/> <action application="voicemail" data="default ${domain_name} cc1"/> <action application="hangup"/> </condition> </extension> <extension name="cc2"> <condition field="destination_number" expression="^888$" break="on-false"> <action application="set" data="default_language=ro"/> <action application="answer"/> </condition> <condition field="${cc_record_filename}" expression="^$" break="never"> <anti-action application="stop_record_session" data="${cc_record_filename}"/> </condition> <condition field="${cc_member_uuid}" expression="^$" break="never"> <anti-action application="set" data="cc_base_score=300"/> <!-- play a message before entering the queue. --> <action application="playback" data="phrase:cc_intro"/> <!-- hangup after successful bridge to agent --> <action application="set" data="hangup_after_bridge=true"/> <!-- queue caller --> <action application="set" data="RECORD_STEREO=true"/> <action application="set" data="record_sample_rate=8000"/> </condition> <condition> <action application="bind_meta_app" data="1 b s execute_extension::redir_from_cc XML features_local"/> <action application="callcenter" data="cc2"/> <action application="transfer" data="cc1 XML default"/> </condition> </extension> features_local contains: <extension name="redir_from_cc"> <condition field="destination_number" expression="^redir_from_cc$"> <action application="answer"/> <action application="read" data="11 11 'tone_stream://%(10000,0,350,440)' digits 5000 #"/> <action application="execute_extension" data="is_transfer_from_cc XML features_local"/> </condition> </extension> <extension name="is_transfer_from_cc"> <condition field="destination_number" expression="^is_transfer_from_cc$"/> <condition field="${digits}" expression="^(\d+)$"> <action application="transfer" data="-bleg ${digits} XML default"/> <anti-action application="eval" data="cancel transfer"/> </condition> </extension> -- Mimiko desu.
Thanks for the extra info, but I can't think of the best way to achieve what you want to do.
From everything you've posted, I don't think there is a valid bug report here and possibly not even a valid feature request, as I'm still not convinced on the use case.
Unless anyone else knows an immediate answer to this, then you'll need to spend time trying different approaches and see which works best for you. My best advice would be to carry on playing around, see how far you get, perhaps report back in a week with your progress and see if anyone else bites on the thread. Alternative if you need immediate answers, you could reach out to the core devs via FreeSwitch Consulting and pay for an hour of their time on the phone to go through the issue with you. Sorry I couldn't be of more help on this. Cal On Mon, Sep 30, 2013 at 12:04 PM, Mimiko <vbvbrj@gmail.com> wrote:
On 30.09.2013 10:33, Cal Leeming [Simplicity Media Ltd] wrote:
Can you please try the following on your dialplan;
https://wiki.freeswitch.org/wiki/Misc._Dialplan_Tools_record_session#Continu...
<action application="set" data="recording_follow_transfer=false"/>
Apparently setting that to false will stop the call recording after a transfer - which is the behavior I think you are looking for.
Please let me know if I have misinterpreted your problem.
Well this will stop recording on a transfer. Only is that I need the recording to continue on transfer to any extension from callcenter application, except to extensions associated with another queue in callcenter. Ie, record_follow_transfer=true is the default on the whole FS system. Only in case of transfer from one queue to another queue record must not follow transfer.
I obtained this behavior explicitly stopping recording when transferred to any extension associated with a callcenter application. So the dialplan contains this:
<extension name="cc1"> <condition field="destination_number" expression="^777$" break="on-false"> <action application="set" data="default_language=ro"/> <action application="answer"/> </condition> <condition field="${cc_record_filename}" expression="^$" break="never"> <anti-action application="stop_record_session" data="${cc_record_filename}"/> </condition> <condition field="${cc_member_uuid}" expression="^$" break="never"> <anti-action application="set" data="cc_base_score=300"/> <!-- play a message before entering the queue. --> <action application="playback" data="phrase:cc_intro"/> <!-- hangup after successful bridge to agent --> <action application="set" data="hangup_after_bridge=true"/> <!-- queue caller --> <action application="set" data="RECORD_STEREO=true"/> <action application="set" data="record_sample_rate=8000"/> </condition> <condition> <action application="bind_meta_app" data="1 b s execute_extension::redir_from_cc XML features_local"/> <action application="callcenter" data="cc1"/> <!-- if no agent was reached and using max-wait-time - send to general voicemail --> <action application="set" data="playback_terminators=#"/> <action application="playback" data="phrase:no_agents_leave_message"/> <action application="set" data="skip_greeting=true"/> <action application="set" data="skip_instructions=true"/> <action application="voicemail" data="default ${domain_name} cc1"/> <action application="hangup"/> </condition> </extension>
<extension name="cc2"> <condition field="destination_number" expression="^888$" break="on-false"> <action application="set" data="default_language=ro"/> <action application="answer"/> </condition> <condition field="${cc_record_filename}" expression="^$" break="never"> <anti-action application="stop_record_session" data="${cc_record_filename}"/> </condition> <condition field="${cc_member_uuid}" expression="^$" break="never"> <anti-action application="set" data="cc_base_score=300"/> <!-- play a message before entering the queue. --> <action application="playback" data="phrase:cc_intro"/> <!-- hangup after successful bridge to agent --> <action application="set" data="hangup_after_bridge=true"/> <!-- queue caller --> <action application="set" data="RECORD_STEREO=true"/> <action application="set" data="record_sample_rate=8000"/> </condition> <condition> <action application="bind_meta_app" data="1 b s execute_extension::redir_from_cc XML features_local"/> <action application="callcenter" data="cc2"/> <action application="transfer" data="cc1 XML default"/> </condition> </extension>
features_local contains:
<extension name="redir_from_cc"> <condition field="destination_number" expression="^redir_from_cc$"> <action application="answer"/> <action application="read" data="11 11 'tone_stream://%(10000,0,350,440)' digits 5000 #"/> <action application="execute_extension" data="is_transfer_from_cc XML features_local"/> </condition> </extension>
<extension name="is_transfer_from_cc"> <condition field="destination_number" expression="^is_transfer_from_cc$"/> <condition field="${digits}" expression="^(\d+)$"> <action application="transfer" data="-bleg ${digits} XML default"/> <anti-action application="eval" data="cancel transfer"/> </condition> </extension>
-- Mimiko desu.
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On 30.09.2013 14:58, Cal Leeming [Simplicity Media Ltd] wrote:
From everything you've posted, I don't think there is a valid bug report here and possibly not even a valid feature request, as I'm still not convinced on the use case.
Cal, I didn't say its a bug or a feature request. I posted about this to get some directions points for those who know a solution. With the help of Regis M about record session I could figure out a solution for now. Of course, it will be best if transfer detection will be in callcenter application and application itself will split audio record to different files. It just my situation for now. If as you stated in future will be more of this questions from other users then I will rise a feature request on jira. Thank you all. -- Mimiko desu.
Ahh, my apologies I had thought this was still a problem, I didn't realise you had managed to resolve fully. Glad the problem is sorted - got there in the end! :) Cal On Mon, Sep 30, 2013 at 1:08 PM, Mimiko <vbvbrj@gmail.com> wrote:
On 30.09.2013 14:58, Cal Leeming [Simplicity Media Ltd] wrote:
From everything you've posted, I don't think there is a valid bug report here and possibly not even a valid feature request, as I'm still not convinced on the use case.
Cal, I didn't say its a bug or a feature request. I posted about this to get some directions points for those who know a solution. With the help of Regis M about record session I could figure out a solution for now.
Of course, it will be best if transfer detection will be in callcenter application and application itself will split audio record to different files. It just my situation for now. If as you stated in future will be more of this questions from other users then I will rise a feature request on jira.
Thank you all.
-- Mimiko desu.
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participants (4)
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Cal Leeming [Simplicity Media Ltd]
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Mimiko
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Regis M
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Vincent Xia