[Freeswitch-users] Help needed regaridng Contact Center solution

x.liu x.liu at hw.ac.uk
Fri Aug 17 17:48:04 MSD 2012

I am also trying the mod_callcenter. What I want is to route a call to 
one agent ( a registered FS client, e.g. a SIP softphone)
of a list of agents by a Random or RoundRobin policy.

When I dial the extension which calls the callcenter app, I only have 
hold-on music. It does not route a call to a agent.
You said " You don't need agent to dial anything to get the call from 
queue. ",
I am wondering how I could let an agent log into the queue?



On 08/17/2012 01:56 PM, g wrote:
> Me too, I'm often dealing with callcenters (inbound+outbound). I found in
> Freeswitch the easyest solution to manage queue and agents. I'm not a
> programmer, but I have experience with Asterisk, Freeswitch and the whole
> workflow of complex callcenters.
> My suggestion too is to use mod_callcenter. Easy, fast, powerful. You don't
> need agent to dial anything to get the call from queue.
> In my opinion, you can use that module or, for more complex things (ie.
> outbound predictive) you can use the socket manager to perform  call
> placement, call transfer, conference with thirdy-part recording  IVR etc.
> I feel the best solution, also if it will require some effort for a Java
> programmer, is to do all that in php, which is light and fast also for older
> PC, able to run also with thin-client low memory low-cpu machines.
> If you can plan to turn to php and you don't have too short time, I can
> consider to help for the Freeswitch part.
> giuliano
> On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
>> Hi,
>> I am working on a Contact Center solution. It will support mail, chat and
>> call queries.
>> The requirements are:
>> 1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant.
>> 2. Customer is presented with a menu and makes selection. His call is put on
>> hold and an entry is made in my system's database for incoming queries. 3.
>> These queries are shown to agents handling calls.
>> 4. And agent clicks on a query, he is shown an extension where call is
>> parked. He dials that and is connected to the customer.
>> 5. He talks to the customer and resolve his queries.
>> Please guide me on how can do it. The application will be written in Java.
>> I am an experienced programmers in Java/J2EE; but doesn't have much
>> knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on Ubuntu 12.04;
>> and have installed X-Lite Softphones on two Windows machines. I configured
>> these phones to work with FreeSWITCH and they are working fine.
>> I think that I'd have to use Valet Parking to park customer's call on an
>> extension, then pass that extension to agent who will dial it and will be
>> connected to the customer.
>> Please tell me whether this approach will work? And how should I go about
>> it.
>> All help would be much appreciated.
>> Regards
>> Nitin
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