is it possible to use mod_callcenter queues without answering the line
Hi, is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered). In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time. Thanks in advance. Khalil
Hi That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes. GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
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Don't do that. :) Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi < khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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
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I made this on my server by changing module source code. As say GM phy is importand to get answer from agent durring 1-2 minutes after call queried ср, 25 окт. 2017 г., 1:37 Ítalo Rossi <italo@freeswitch.org>:
Don't do that. :) Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi < khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________
Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
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You could always create the illusion that the call hasn't been answered yet by using MoH attached to a stream that provides ringing, this would allow you to get around the 1-2 minute call timeout. ________________________________ From: FreeSWITCH-users [freeswitch-users-bounces@lists.freeswitch.org] on behalf of Sergey Safarov [s.safarov@gmail.com] Sent: 25 October 2017 06:44 To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] is it possible to use mod_callcenter queues without answering the line I made this on my server by changing module source code. As say GM phy is importand to get answer from agent durring 1-2 minutes after call queried ср, 25 окт. 2017 г., 1:37 Ítalo Rossi <italo@freeswitch.org<mailto:italo@freeswitch.org>>: Don't do that. :) Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com<mailto:servtelar@gmail.com>> escreveu: Hi That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes. GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com<mailto:khamlichi.khalil@gmail.com>> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org<mailto:consulting@freeswitch.org> http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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<mailto:consulting@freeswitch.org> http://www.freeswitchsolutions.com Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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<mailto:consulting@freeswitch.org> http://www.freeswitchsolutions.com Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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 ______________________________________________________________________ This message has been checked for all known viruses by MessageLabs Virus Scanning Service. ______________________________________________________________________ ______________________________________________________________________ This message has been checked for all known viruses by MessageLabs Virus Scanning Service. ______________________________________________________________________
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call, On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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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to give you an example, you call to talk to your bank account manager, the bank charges an expensive fee for that, for that the bank is legally not allowed to charge waiting time. On Wed, Oct 25, 2017 at 9:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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
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The network will time out in a short period, so no matter what you do it will not work. Just don't start charging until the client is talking to someone, but fs won't help you directly. There may be a way in mod_callcenter to know when an agent picks up and you can update a database when that happens. On Wed, 25 Oct 2017 04:43:02 -0400, Khalil Khamlichi wrote:
to give you an example, you call to talk to your bank account manager, the bank charges an expensive fee for that, for that the bank is legally not allowed to charge waiting time.
On Wed, Oct 25, 2017 at 9:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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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-- Your life is like a penny. You're going to lose it. The question is: How do you spend it? John Covici covici@ccs.covici.com
There's a far more simple solution. You will have multiple call legs, the member leg is the inbound leg of the call which is connected to the call centre queue which in your example I would ignore. There will also be an agent leg for each attempt to deliver the call to an agent, for your example I would use the billsec field on the agent leg which will give you the time the agent has spent on the phone with a caller. ________________________________________ From: FreeSWITCH-users [freeswitch-users-bounces@lists.freeswitch.org] on behalf of Khalil Khamlichi [khamlichi.khalil@gmail.com] Sent: 25 October 2017 09:43 To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] is it possible to use mod_callcenter queues without answering the line to give you an example, you call to talk to your bank account manager, the bank charges an expensive fee for that, for that the bank is legally not allowed to charge waiting time. On Wed, Oct 25, 2017 at 9:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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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_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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 ______________________________________________________________________ This message has been checked for all known viruses by MessageLabs Virus Scanning Service. ______________________________________________________________________ ______________________________________________________________________ This message has been checked for all known viruses by MessageLabs Virus Scanning Service. ______________________________________________________________________
You said it all, “in our case”, but the network works in a different way. So as Shaun pointed out, you can use the agent leg to bill your customer.
On Oct 25, 2017, at 3:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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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The customer is billed by a third party (by his own telephone operator on his phone bill) as soon as the call is established, so at the call center side the need is to be able to not answer the phone until an agent is available, if it times-out, its ok, maybe the call center should provide more agents or something but it still is an issue that is not to manage by the software, what I noticed though is that their system is already configured for fail-over to some other location after 8 seconds of ringing, so the requirement to not answer is already taken care of upstream . let me ask a new question instead : how can I put a call on hold without answering ? If I can do this I will write some code that will check availability of agents and only then put call in queue. Thanks a lot for your help On Wed, Oct 25, 2017 at 2:40 PM, GM phy <servtelar@gmail.com> wrote:
You said it all, “in our case”, but the network works in a different way. So as Shaun pointed out, you can use the agent leg to bill your customer.
On Oct 25, 2017, at 3:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
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ok I found it, I used uuid_ring_ready , it is providing ringing back to customer with no answering so no billing on operator side, I can take any time I want to check availability of agent. Thanks again to all of you. On Thu, Oct 26, 2017 at 9:05 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
The customer is billed by a third party (by his own telephone operator on his phone bill) as soon as the call is established, so at the call center side the need is to be able to not answer the phone until an agent is available, if it times-out, its ok, maybe the call center should provide more agents or something but it still is an issue that is not to manage by the software, what I noticed though is that their system is already configured for fail-over to some other location after 8 seconds of ringing, so the requirement to not answer is already taken care of upstream . let me ask a new question instead : how can I put a call on hold without answering ? If I can do this I will write some code that will check availability of agents and only then put call in queue.
Thanks a lot for your help
On Wed, Oct 25, 2017 at 2:40 PM, GM phy <servtelar@gmail.com> wrote:
You said it all, “in our case”, but the network works in a different way. So as Shaun pointed out, you can use the agent leg to bill your customer.
On Oct 25, 2017, at 3:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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
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Glad you found a solution, I'm not familiar with uuid_ring_ready, this would be worth adding this to the FreeSWITCH documentation. ________________________________________ From: FreeSWITCH-users [freeswitch-users-bounces@lists.freeswitch.org] on behalf of Khalil Khamlichi [khamlichi.khalil@gmail.com] Sent: 26 October 2017 09:25 To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] is it possible to use mod_callcenter queues without answering the line ok I found it, I used uuid_ring_ready , it is providing ringing back to customer with no answering so no billing on operator side, I can take any time I want to check availability of agent. Thanks again to all of you. On Thu, Oct 26, 2017 at 9:05 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
The customer is billed by a third party (by his own telephone operator on his phone bill) as soon as the call is established, so at the call center side the need is to be able to not answer the phone until an agent is available, if it times-out, its ok, maybe the call center should provide more agents or something but it still is an issue that is not to manage by the software, what I noticed though is that their system is already configured for fail-over to some other location after 8 seconds of ringing, so the requirement to not answer is already taken care of upstream . let me ask a new question instead : how can I put a call on hold without answering ? If I can do this I will write some code that will check availability of agents and only then put call in queue.
Thanks a lot for your help
On Wed, Oct 25, 2017 at 2:40 PM, GM phy <servtelar@gmail.com> wrote:
You said it all, “in our case”, but the network works in a different way. So as Shaun pointed out, you can use the agent leg to bill your customer.
On Oct 25, 2017, at 3:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
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_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.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 ______________________________________________________________________ This message has been checked for all known viruses by MessageLabs Virus Scanning Service. ______________________________________________________________________ ______________________________________________________________________ This message has been checked for all known viruses by MessageLabs Virus Scanning Service. ______________________________________________________________________
Honestly since we switched to Freeswitch, average time for resolution of problems does not go beyond 2 days, sometimes couple minutes on the documentation, with other solutions, we were always stuck for months and months. On Thu, Oct 26, 2017 at 9:46 AM, Shaun Stokes <shaun.stokes@itec-support.co.uk> wrote:
Glad you found a solution, I'm not familiar with uuid_ring_ready, this would be worth adding this to the FreeSWITCH documentation. ________________________________________ From: FreeSWITCH-users [freeswitch-users-bounces@lists.freeswitch.org] on behalf of Khalil Khamlichi [khamlichi.khalil@gmail.com] Sent: 26 October 2017 09:25 To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] is it possible to use mod_callcenter queues without answering the line
ok I found it,
I used uuid_ring_ready , it is providing ringing back to customer with no answering so no billing on operator side, I can take any time I want to check availability of agent.
Thanks again to all of you.
On Thu, Oct 26, 2017 at 9:05 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
The customer is billed by a third party (by his own telephone operator on his phone bill) as soon as the call is established, so at the call center side the need is to be able to not answer the phone until an agent is available, if it times-out, its ok, maybe the call center should provide more agents or something but it still is an issue that is not to manage by the software, what I noticed though is that their system is already configured for fail-over to some other location after 8 seconds of ringing, so the requirement to not answer is already taken care of upstream . let me ask a new question instead : how can I put a call on hold without answering ? If I can do this I will write some code that will check availability of agents and only then put call in queue.
Thanks a lot for your help
On Wed, Oct 25, 2017 at 2:40 PM, GM phy <servtelar@gmail.com> wrote:
You said it all, “in our case”, but the network works in a different way. So as Shaun pointed out, you can use the agent leg to bill your customer.
On Oct 25, 2017, at 3:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
> On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi > <khamlichi.khalil@gmail.com> wrote: > > Hi, > > is it possible to use mod_callcenter queues without answering the > line, that is the customer is held in the queue and hearing ringing > (without the call being answered). > > In fact this is a mandatory requirement when calls have a cost and we > don't want to charge customer for waiting time but only for talk time. > > Thanks in advance. > > Khalil > > > _________________________________________________________________________ > Professional FreeSWITCH Consulting Services: > consulting@freeswitch.org > http://www.freeswitchsolutions.com > > Official FreeSWITCH Sites > http://www.freeswitch.org > http://confluence.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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______________________________________________________________________ This message has been checked for all known viruses by MessageLabs Virus Scanning Service. ______________________________________________________________________
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To put the call on hold I believe it would need to be answered as I'm fairly sure you can't have the hold state while the call is ringing. The ideal solution would be for you to send them the call logs which show the amount of time the agent has spent on the phone with the caller rather than using the telephone operators bill. If this isn't possible then another option is to develop call centre module to have the option to keep the call in the ringing state until the agent has answered, I'm not familiar enough with the source code to point you in the right direction and this would also create hoops to jump through when you want to update FreeSWITCH (unless of course this feature gets added to the project). ________________________________________ From: FreeSWITCH-users [freeswitch-users-bounces@lists.freeswitch.org] on behalf of Khalil Khamlichi [khamlichi.khalil@gmail.com] Sent: 26 October 2017 09:05 To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] is it possible to use mod_callcenter queues without answering the line The customer is billed by a third party (by his own telephone operator on his phone bill) as soon as the call is established, so at the call center side the need is to be able to not answer the phone until an agent is available, if it times-out, its ok, maybe the call center should provide more agents or something but it still is an issue that is not to manage by the software, what I noticed though is that their system is already configured for fail-over to some other location after 8 seconds of ringing, so the requirement to not answer is already taken care of upstream . let me ask a new question instead : how can I put a call on hold without answering ? If I can do this I will write some code that will check availability of agents and only then put call in queue. Thanks a lot for your help On Wed, Oct 25, 2017 at 2:40 PM, GM phy <servtelar@gmail.com> wrote:
You said it all, “in our case”, but the network works in a different way. So as Shaun pointed out, you can use the agent leg to bill your customer.
On Oct 25, 2017, at 3:32 AM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
In our case it is really mandatory, if customer does not get to talk to an agent the company has no legal right to bill him anything. for this we really must implement waiting without answering the call,
On Tue, Oct 24, 2017 at 11:36 PM, Ítalo Rossi <italo@freeswitch.org> wrote:
Don't do that. :)
Em ter, 24 de out de 2017 às 18:16, GM phy <servtelar@gmail.com> escreveu:
Hi
That’s not a mandatory requirement at all, waiting time counts as part of the call. Doing something like that you’ll have a network disconnection due lack of answer, no matter if you send 180 or 183. The timeout will depend on the scenario on each country, but in general terms it will be between one or two minutes.
GM
On Oct 24, 2017, at 4:00 PM, Khalil Khamlichi <khamlichi.khalil@gmail.com> wrote:
Hi,
is it possible to use mod_callcenter queues without answering the line, that is the customer is held in the queue and hearing ringing (without the call being answered).
In fact this is a mandatory requirement when calls have a cost and we don't want to charge customer for waiting time but only for talk time.
Thanks in advance.
Khalil
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
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participants (6)
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GM phy
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John Covici
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Khalil Khamlichi
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Sergey Safarov
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Shaun Stokes
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Ítalo Rossi