[Freeswitch-users] Route Non-Call Data to Agent Through Queue

[Andrew Thompson]

On Thu, Dec 10, 2009 at 10:26:39AM -0800, Shaun Clark wrote:
> I have an application where I would like to route both calls and other
> requests through the same queue to the same agents, for example the same
> agent might take a call and then right after that take a chat. But, the chat
> server we use is separate from our phone system.
> 
> What I would like to do is basically route some text, i.e. "new chat
> chat_id_goes_here" through to the agent. Is this possible with FreeSwitch?
> The idea being the soft-phone would receive this text and we would write
> code to catch this message do the appropriate action on our CRM. Thanks!

I did this by writing my own external queueing (in erlang) and simply
parking the calls in FS and adding them to my external queue (along with
emails, voicemails, etc). With asterisk I added a fake call to the queue
with some channel variables that referenced the external data I was
really putting in the queue and I listened for the 'BRIDGE' event on the
AMI and sent the agent the external data then.

I'm not sure mod_fifo needs to be a universal queue - but maybe you
could do what you want via api_after_bridge and uuid_chat or something
crazy? You'd have to script whatever soft-phone you're using to be smart
about that though.

Andrew