This would be a fantastic addition - my company is currently looking to Asterisk as a potential candidate for this if FS can't do it. I want FS to win of course :-) Christian Jensen Software Development Manager Back Office ________________________________ From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Thursday, September 17, 2009 11:20 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] skill-based ACD On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <markmorreny@gmail.com> wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC

On Thu, Sep 17, 2009 at 12:13 PM, Remko Kloosterman <R.Kloosterman@mtel.nl>wrote:

I have been working on several voice projects in the past with ACD features, mostly based on TDM technology. It's all commercial stuff, but I have the experience and I am willing to share that. If anyone wishes to start such a development I'm sure I can dig up a functional model and help with the design.

I would like to see the functional model. That sounds interesting. We could take it from there. Perhaps the FS community will have a few members willing to help out. -MC

On Thu, Sep 24, 2009 at 1:09 AM, Remko Kloosterman <R.Kloosterman@mtel.nl>wrote:

Hello Michael,

Do you still want to follow up on this? I’m having difficulty gathering the old stuff in an understandable form. Also, it looks like the open source ACD Spice Telephony by Andrew Thompson can do just what you might need.

I had totally forgotten about Andrew's stuff! Unless people want to build their own 100% community/free/DIY version of a skill-based ACD then I say let's all play with SpiceCSM and help improve it. -MC

I can tell you from years of painful experience, don't use asterisk for queues. see http://www.freeswitch.org/node/117 You don't have to use FS, but please don't let the asterisk siren lure you to the rocks. mod_fifo is like a tool with basic functions you can exploit however you wish, it does not try to do high level features because those are best left in external logic. mod_fifo has priorities which means each individual fifo is really an array of 10 fifos when you set the priority you are choosing which index in the array to insert the caller. when an agent belongs to a queue he drills down the array from 0-9 so you could for instance put everyone in 5 by default and put more important people in 0 so they always go to the front when you assign an agent to take calls off hook you can set a fifo_pop_order variable that tells you which array indexes to service and in what order. so if you pretend slot 1 is for general problems and slot 2 is for hard problems you can put one agent in 1,2 and a more stupid agent in just 1 *shrug* On Thu, Sep 17, 2009 at 1:56 PM, Christian Jensen < Christian.Jensen@teligence.net> wrote:

This would be a fantastic addition – my company is currently looking to Asterisk as a potential candidate for this if FS can’t do it.

I want FS to win of course J

*Christian Jensen* Software Development Manager

Back Office ------------------------------

*From:* freeswitch-users-bounces@lists.freeswitch.org [mailto: freeswitch-users-bounces@lists.freeswitch.org] *On Behalf Of *Michael Collins *Sent:* Thursday, September 17, 2009 11:20 AM *To:* freeswitch-users@lists.freeswitch.org *Subject:* Re: [Freeswitch-users] skill-based ACD

On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <markmorreny@gmail.com> wrote:

Hello

Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript?

I am interested in hearing how others may have done it as I am trying to implement one myself.

thx,

mark

I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC

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-- Anthony Minessale II FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ Twitter: http://twitter.com/FreeSWITCH_wire AIM: anthm MSN:anthony_minessale@hotmail.com <MSN%3Aanthony_minessale@hotmail.com> GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com<PAYPAL%3Aanthony.minessale@gmail.com> IRC: irc.freenode.net #freeswitch FreeSWITCH Developer Conference sip:888@conference.freeswitch.org <sip%3A888@conference.freeswitch.org> iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org<googletalk%3Aconf%2B888@conference.freeswitch.org> pstn:213-799-1400

I would be interested in this too.... Concerning mod_fifo - can you restrict an agent to a slot. So lets say DNIS A is for product A and DNIS B product B - some agents know both - some know just 1 product - would that be possible? On Thu, Sep 17, 2009 at 3:17 PM, Anthony Minessale < anthony.minessale@gmail.com> wrote:

I can tell you from years of painful experience, don't use asterisk for queues. see http://www.freeswitch.org/node/117

You don't have to use FS, but please don't let the asterisk siren lure you to the rocks.

mod_fifo is like a tool with basic functions you can exploit however you wish, it does not try to do high level features because those are best left in external logic.

mod_fifo has priorities which means each individual fifo is really an array of 10 fifos when you set the priority you are choosing which index in the array to insert the caller. when an agent belongs to a queue he drills down the array from 0-9 so you could for instance put everyone in 5 by default and put more important people in 0 so they always go to the front

when you assign an agent to take calls off hook you can set a fifo_pop_order variable that tells you which array indexes to service and in what order. so if you pretend slot 1 is for general problems and slot 2 is for hard problems you can put one agent in 1,2 and a more stupid agent in just 1

*shrug*

On Thu, Sep 17, 2009 at 1:56 PM, Christian Jensen < Christian.Jensen@teligence.net> wrote:

...

This would be a fantastic addition – my company is currently looking to Asterisk as a potential candidate for this if FS can’t do it.

I want FS to win of course J

*Christian Jensen* Software Development Manager

Back Office ------------------------------

*From:* freeswitch-users-bounces@lists.freeswitch.org [mailto: freeswitch-users-bounces@lists.freeswitch.org] *On Behalf Of *Michael Collins *Sent:* Thursday, September 17, 2009 11:20 AM *To:* freeswitch-users@lists.freeswitch.org *Subject:* Re: [Freeswitch-users] skill-based ACD

On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <markmorreny@gmail.com> wrote:

Hello

Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript?

I am interested in hearing how others may have done it as I am trying to implement one myself.

thx,

mark

I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC

_______________________________________________ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org

-- Anthony Minessale II

FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ Twitter: http://twitter.com/FreeSWITCH_wire

AIM: anthm MSN:anthony_minessale@hotmail.com <MSN%3Aanthony_minessale@hotmail.com> GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com<PAYPAL%3Aanthony.minessale@gmail.com> IRC: irc.freenode.net #freeswitch

FreeSWITCH Developer Conference sip:888@conference.freeswitch.org <sip%3A888@conference.freeswitch.org> iax:guest@conference.freeswitch.org/888 googletalk:conf+888@conference.freeswitch.org<googletalk%3Aconf%2B888@conference.freeswitch.org> pstn:213-799-1400

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Michael Collins pisze:

On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <markmorreny@gmail.com <mailto:markmorreny@gmail.com>> wrote:

Hello

Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript?

I am interested in hearing how others may have done it as I am trying to implement one myself.

thx,

mark

I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC

What is a skills-based ACD ? My FS based ACD allows agents to log-in to multiple queues at once and have different priority setting in each of the queues - does this count as skills-based ? It does not allow to limit the number of calls an agent can answer from a queue daily nor does it allow to set distribution of calls to an agent from his queues (other the by priority). Pawel,

see here: *http://en.wikipedia.org/wiki/Skills_based_routing* On Thu, Sep 17, 2009 at 4:42 PM, Phillip Jones <pjintheusa@gmail.com> wrote:

...

...

My FS based ACD allows agents to log-in to multiple queues at once

What is the difference between those queues? Does each q require that agents have a different skill? ie Agent A has skills x,y,z and queue 1,2,3 have calls about x,y,z - there agent A logins to queue 1,2,3.

2009/9/17 Paweł Pierścionek <pawel@voiceworks.pl>

Michael Collins pisze:

...

...

On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <markmorreny@gmail.com <mailto:markmorreny@gmail.com>> wrote:

Hello

Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript?

I am interested in hearing how others may have done it as I am trying to implement one myself.

thx,

mark

I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC

What is a skills-based ACD ? My FS based ACD allows agents to log-in to multiple queues at once and have different priority setting in each of the queues - does this count as skills-based ? It does not allow to limit the number of calls an agent can answer from a queue daily nor does it allow to set distribution of calls to an agent from his queues (other the by priority).

Pawel,

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On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote:

I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC

I guess nobody paid any attention to my Cluecon presentation... :( http://wiki.opencsm.org/wiki/index.php/Spice_Telephony is a skill-based ACD that uses FS for its voice components. I havent pimped it here in quite a while but here's some of its major features * Skill based routing * Priority Queues (instead of just FIFO) * Multiple call types (voice, voicemail and email are currently supported, instant message support (via libpurple) is prototyped) * Outbound call support (no autodialer though) * Distributed system so you can aggregate multiple FS instances/locations into one big 'virtual' callcenter * Web-based agent and administrative interface There's quite a bit more, but that's the overview. The project is finally approaching a 1.0 after over a year of development - I hope to deploy it in production sometime around the end of this year or the beginning of 2010 (replacing my previous custom asterisk solution). You can grab the code at http://git.opencsm.org/index.cgi/spice-telephony/ (you can browse or git clone that URL). All you should need to run it is a modern erlang release (R12B5 or newer) and ruby/rake to run the build. Andrew

This actually sounds very good Andrew. You even have an agent interface. Do you have plans for a outbound campaign dialer? I know of a commercial dialer that is good in it's predictive algotithm, but very bad when it comes to campaign management. -----Oorspronkelijk bericht----- Van: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] Namens Andrew Thompson Verzonden: vrijdag 18 september 2009 20:56 Aan: freeswitch-users@lists.freeswitch.org Onderwerp: Re: [Freeswitch-users] skill-based ACD On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote:

I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC

I guess nobody paid any attention to my Cluecon presentation... :( http://wiki.opencsm.org/wiki/index.php/Spice_Telephony is a skill-based ACD that uses FS for its voice components. I havent pimped it here in quite a while but here's some of its major features * Skill based routing * Priority Queues (instead of just FIFO) * Multiple call types (voice, voicemail and email are currently supported, instant message support (via libpurple) is prototyped) * Outbound call support (no autodialer though) * Distributed system so you can aggregate multiple FS instances/locations into one big 'virtual' callcenter * Web-based agent and administrative interface There's quite a bit more, but that's the overview. The project is finally approaching a 1.0 after over a year of development - I hope to deploy it in production sometime around the end of this year or the beginning of 2010 (replacing my previous custom asterisk solution). You can grab the code at http://git.opencsm.org/index.cgi/spice-telephony/ (you can browse or git clone that URL). All you should need to run it is a modern erlang release (R12B5 or newer) and ruby/rake to run the build. Andrew _______________________________________________ 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