Is this kind of whisper possible?
I'm wondering if the following is possible: Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called "whisper" or "agent coaching," which I believe is possible... BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing? For instance, the secretary whispers into the boss, "Hey, I have Mr. Jones on another call and he says it's urgent. Do you want to take it?" and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, "Tell Mr. Jones I'll call him back" without disrupting the current caller babbling on. Is this possible? Jeff
https://wiki.freeswitch.org/wiki/Misc._Dialplan_Tools_eavesdrop shows how to talk to either party, but I don't see there how they can talk back. Maybe someone else knows more. -Avi On Mon, Jun 10, 2013 at 1:26 PM, Jeff Bernhardt <jeff@askcornerstone.net>wrote:
I’m wondering if the following is possible:****
** **
Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called “whisper” or “agent coaching,” which I believe is possible… BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing? * ***
** **
For instance, the secretary whispers into the boss, “Hey, I have Mr. Jones on another call and he says it’s urgent. Do you want to take it?” and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, “Tell Mr. Jones I’ll call him back” without disrupting the current caller babbling on. Is this possible?****
** **
Jeff****
_________________________________________________________________________ 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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That's actually a pretty neat feature, but I'm not sure how feasible it would be to do this via DTMF, purely on the user experience point of view. For example, say your whisper key is *#, followed by the extension, then a final #, to start the whisper, so *#1234#, followed by another hash to stop the whisper - that's a lot of buttons to be pushing. And how would you handle the user not currently being on a call? Would it record your response, call the extension, and play it back to them? In theory, something like this would be really cool, but without a dedicated PTT button on the phone I think it might be too fiddly to use - although this would really be personal preference and others may disagree. Cal On Mon, Jun 10, 2013 at 11:26 AM, Jeff Bernhardt <jeff@askcornerstone.net>wrote:
I’m wondering if the following is possible:****
** **
Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called “whisper” or “agent coaching,” which I believe is possible… BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing? * ***
** **
For instance, the secretary whispers into the boss, “Hey, I have Mr. Jones on another call and he says it’s urgent. Do you want to take it?” and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, “Tell Mr. Jones I’ll call him back” without disrupting the current caller babbling on. Is this possible?****
** **
Jeff****
_________________________________________________________________________ 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
For this use case, you only need the option to whisper back to the secretary. I doubt the DTMF sequence will hold this back. The main issue is how to listen to one but talk to a different person. -Avi On Jun 10, 2013 2:56 PM, "Cal Leeming [Simplicity Media Ltd]" < cal.leeming@simplicitymedialtd.co.uk> wrote:
That's actually a pretty neat feature, but I'm not sure how feasible it would be to do this via DTMF, purely on the user experience point of view..
For example, say your whisper key is *#, followed by the extension, then a final #, to start the whisper, so *#1234#, followed by another hash to stop the whisper - that's a lot of buttons to be pushing. And how would you handle the user not currently being on a call? Would it record your response, call the extension, and play it back to them?
In theory, something like this would be really cool, but without a dedicated PTT button on the phone I think it might be too fiddly to use - although this would really be personal preference and others may disagree..
Cal
On Mon, Jun 10, 2013 at 11:26 AM, Jeff Bernhardt <jeff@askcornerstone.net>wrote:
I’m wondering if the following is possible:****
** **
Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called “whisper” or “agent coaching,” which I believe is possible… BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing? ****
** **
For instance, the secretary whispers into the boss, “Hey, I have Mr. Jones on another call and he says it’s urgent. Do you want to take it?” and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, “Tell Mr. Jones I’ll call him back” without disrupting the current caller babbling on. Is this possible?****
** **
Jeff****
_________________________________________________________________________ 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
You can control this remotely as well if you have some sort of other interface to use. On Jun 10, 2013, at 7:48 AM, Cal Leeming [Simplicity Media Ltd] <cal.leeming@simplicitymedialtd.co.uk> wrote:
That's actually a pretty neat feature, but I'm not sure how feasible it would be to do this via DTMF, purely on the user experience point of view.
For example, say your whisper key is *#, followed by the extension, then a final #, to start the whisper, so *#1234#, followed by another hash to stop the whisper - that's a lot of buttons to be pushing. And how would you handle the user not currently being on a call? Would it record your response, call the extension, and play it back to them?
In theory, something like this would be really cool, but without a dedicated PTT button on the phone I think it might be too fiddly to use - although this would really be personal preference and others may disagree.
Cal
On Mon, Jun 10, 2013 at 11:26 AM, Jeff Bernhardt <jeff@askcornerstone.net> wrote: I’m wondering if the following is possible:
Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called “whisper” or “agent coaching,” which I believe is possible… BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing?
For instance, the secretary whispers into the boss, “Hey, I have Mr. Jones on another call and he says it’s urgent. Do you want to take it?” and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, “Tell Mr. Jones I’ll call him back” without disrupting the current caller babbling on. Is this possible?
This would be pretty damn awesome, I've always been a fan of PTT and having this somehow mixed into your SIP handset would be cool.. having this hooked up to an external controller would be an awesome hack project. You could even do it in software, a little desktop app for controlling your phone / open channel with a PTT button for intercom. Going back to your original question, the technical implementation, I'm not completely sure how this would be done. I'm wondering if you could use ESL to take over a channel temporarily.. perhaps you could place the call temporarily into parking, connect the bridge to an application which records the audio, then pulls the call from parking and re-bridges.. perhaps using a remote initiated series of transfers. (there might be a more elegant way.. or maybe Anthony could write a small patch that introduces this in a cleaner way). If it's not currently possible, I'd still +1 purely on the awesomeness. Cal On Mon, Jun 10, 2013 at 4:51 PM, Michael Jerris <mike@jerris.com> wrote:
You can control this remotely as well if you have some sort of other interface to use.
On Jun 10, 2013, at 7:48 AM, Cal Leeming [Simplicity Media Ltd] < cal.leeming@simplicitymedialtd.co.uk> wrote:
That's actually a pretty neat feature, but I'm not sure how feasible it would be to do this via DTMF, purely on the user experience point of view.
For example, say your whisper key is *#, followed by the extension, then a final #, to start the whisper, so *#1234#, followed by another hash to stop the whisper - that's a lot of buttons to be pushing. And how would you handle the user not currently being on a call? Would it record your response, call the extension, and play it back to them?
In theory, something like this would be really cool, but without a dedicated PTT button on the phone I think it might be too fiddly to use - although this would really be personal preference and others may disagree.
Cal
On Mon, Jun 10, 2013 at 11:26 AM, Jeff Bernhardt <jeff@askcornerstone.net>wrote:
I’m wondering if the following is possible:****
** **
Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called “whisper” or “agent coaching,” which I believe is possible… BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing? ****
** **
For instance, the secretary whispers into the boss, “Hey, I have Mr. Jones on another call and he says it’s urgent. Do you want to take it?” and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, “Tell Mr. Jones I’ll call him back” without disrupting the current caller babbling on. Is this possible?****
** **
_________________________________________________________________________ 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
Yes, we have a customer who used to work in a place with an old Panasonic PBX and Panasonic phones that had this feature and he loved it. His secretary could whisper in his handset, he'd hit a key and be able to talk to the secretary really quick without the other party even knowing he'd done anything. We were told by a guy who used to consult for us on Asterisk stuff that this isn't possible due to the nature of how SIP works, but we've always kind of wondered. Jeff Bernhardt Systems Administrator Cornerstone Consulting 808.440.2900 From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Cal Leeming [Simplicity Media Ltd] Sent: Monday, June 10, 2013 6:15 AM To: FreeSWITCH Users Help Subject: Re: [Freeswitch-users] Is this kind of whisper possible? This would be pretty damn awesome, I've always been a fan of PTT and having this somehow mixed into your SIP handset would be cool.. having this hooked up to an external controller would be an awesome hack project. You could even do it in software, a little desktop app for controlling your phone / open channel with a PTT button for intercom. Going back to your original question, the technical implementation, I'm not completely sure how this would be done. I'm wondering if you could use ESL to take over a channel temporarily.. perhaps you could place the call temporarily into parking, connect the bridge to an application which records the audio, then pulls the call from parking and re-bridges.. perhaps using a remote initiated series of transfers. (there might be a more elegant way.. or maybe Anthony could write a small patch that introduces this in a cleaner way). If it's not currently possible, I'd still +1 purely on the awesomeness. Cal On Mon, Jun 10, 2013 at 4:51 PM, Michael Jerris <mike@jerris.com<mailto:mike@jerris.com>> wrote: You can control this remotely as well if you have some sort of other interface to use. On Jun 10, 2013, at 7:48 AM, Cal Leeming [Simplicity Media Ltd] <cal.leeming@simplicitymedialtd.co.uk<mailto:cal.leeming@simplicitymedialtd.co.uk>> wrote: That's actually a pretty neat feature, but I'm not sure how feasible it would be to do this via DTMF, purely on the user experience point of view. For example, say your whisper key is *#, followed by the extension, then a final #, to start the whisper, so *#1234#, followed by another hash to stop the whisper - that's a lot of buttons to be pushing. And how would you handle the user not currently being on a call? Would it record your response, call the extension, and play it back to them? In theory, something like this would be really cool, but without a dedicated PTT button on the phone I think it might be too fiddly to use - although this would really be personal preference and others may disagree. Cal On Mon, Jun 10, 2013 at 11:26 AM, Jeff Bernhardt <jeff@askcornerstone.net<mailto:jeff@askcornerstone.net>> wrote: I'm wondering if the following is possible: Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called "whisper" or "agent coaching," which I believe is possible... BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing? For instance, the secretary whispers into the boss, "Hey, I have Mr. Jones on another call and he says it's urgent. Do you want to take it?" and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, "Tell Mr. Jones I'll call him back" without disrupting the current caller babbling on. Is this possible? _________________________________________________________________________ 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
But the media is handled by FreeSWITCH, so it doesn't really matter if sip supports it... It's something theoretically FreeSWITCH could handle for you... -Avi On Jun 12, 2013 12:17 PM, "Jeff Bernhardt" <jeff@askcornerstone.net> wrote:
Yes, we have a customer who used to work in a place with an old Panasonic PBX and Panasonic phones that had this feature and he loved it. His secretary could whisper in his handset, he’d hit a key and be able to talk to the secretary really quick without the other party even knowing he’d done anything. We were told by a guy who used to consult for us on Asterisk stuff that this isn’t possible due to the nature of how SIP works, but we’ve always kind of wondered.****
** **
Jeff Bernhardt****
Systems Administrator****
Cornerstone Consulting****
808.440.2900****
** **
*From:* freeswitch-users-bounces@lists.freeswitch.org [mailto: freeswitch-users-bounces@lists.freeswitch.org] *On Behalf Of *Cal Leeming [Simplicity Media Ltd] *Sent:* Monday, June 10, 2013 6:15 AM *To:* FreeSWITCH Users Help *Subject:* Re: [Freeswitch-users] Is this kind of whisper possible?****
** **
This would be pretty damn awesome, I've always been a fan of PTT and having this somehow mixed into your SIP handset would be cool.. having this hooked up to an external controller would be an awesome hack project. ****
** **
You could even do it in software, a little desktop app for controlling your phone / open channel with a PTT button for intercom. ****
** **
Going back to your original question, the technical implementation, I'm not completely sure how this would be done. I'm wondering if you could use ESL to take over a channel temporarily.. perhaps you could place the call temporarily into parking, connect the bridge to an application which records the audio, then pulls the call from parking and re-bridges.. perhaps using a remote initiated series of transfers. (there might be a more elegant way.. or maybe Anthony could write a small patch that introduces this in a cleaner way).****
** **
If it's not currently possible, I'd still +1 purely on the awesomeness.*** *
** **
Cal****
** **
On Mon, Jun 10, 2013 at 4:51 PM, Michael Jerris <mike@jerris.com> wrote:** **
You can control this remotely as well if you have some sort of other interface to use.****
** **
On Jun 10, 2013, at 7:48 AM, Cal Leeming [Simplicity Media Ltd] < cal.leeming@simplicitymedialtd.co.uk> wrote:****
****
That's actually a pretty neat feature, but I'm not sure how feasible it would be to do this via DTMF, purely on the user experience point of view.. ****
** **
For example, say your whisper key is *#, followed by the extension, then a final #, to start the whisper, so *#1234#, followed by another hash to stop the whisper - that's a lot of buttons to be pushing. And how would you handle the user not currently being on a call? Would it record your response, call the extension, and play it back to them? ****
** **
In theory, something like this would be really cool, but without a dedicated PTT button on the phone I think it might be too fiddly to use - although this would really be personal preference and others may disagree.. ****
** **
Cal****
** **
On Mon, Jun 10, 2013 at 11:26 AM, Jeff Bernhardt <jeff@askcornerstone.net> wrote:****
I’m wondering if the following is possible:****
****
Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called “whisper” or “agent coaching,” which I believe is possible… BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing? * ***
****
For instance, the secretary whispers into the boss, “Hey, I have Mr. Jones on another call and he says it’s urgent. Do you want to take it?” and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, “Tell Mr. Jones I’ll call him back” without disrupting the current caller babbling on. Is this possible?****
****
** **
_________________________________________________________________________ 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
On Wed, Jun 12, 2013 at 3:21 AM, Avi Marcus <avi@avimarcus.net> wrote:
But the media is handled by FreeSWITCH, so it doesn't really matter if sip supports it... It's something theoretically FreeSWITCH could handle for you...
-Avi
This is a classic case of a feature that could/should be handled by the phone itself but since no two manufacturers would ever do it the exact same way it falls to the server to do the dirty work. I suppose the most elegant solution would be a mod_dptools app that knew exactly what to do. However, that would require a bit of programming skill and some time and patience. An alternative would be silently dropping all 3 parties into a conference and using the "relate" feature where you can define who hears whom. However, I don't know if the transition into the conference room would cause a blip in the audio or not, which is why an explicit "whisper_page" dp app would be best. -MC
On Jun 12, 2013 12:17 PM, "Jeff Bernhardt" <jeff@askcornerstone.net> wrote:
Yes, we have a customer who used to work in a place with an old Panasonic PBX and Panasonic phones that had this feature and he loved it. His secretary could whisper in his handset, he’d hit a key and be able to talk to the secretary really quick without the other party even knowing he’d done anything. We were told by a guy who used to consult for us on Asterisk stuff that this isn’t possible due to the nature of how SIP works, but we’ve always kind of wondered.****
** **
Jeff Bernhardt****
Systems Administrator****
Cornerstone Consulting****
808.440.2900****
**
-- Michael S Collins Twitter: @mercutioviz http://www.FreeSWITCH.org http://www.ClueCon.com http://www.OSTAG.org
participants (5)
-
Avi Marcus
-
Cal Leeming [Simplicity Media Ltd]
-
Jeff Bernhardt
-
Michael Collins
-
Michael Jerris