[Freeswitch-users] mod_callcenter: Call being forwarded to caller itself

[Nitin Tomer]

Hi,

 

I've configure mod_callcenter on Ubuntu 12.0.4. I've 5 extensions working on
6 soft phones - 1000 to 1005. 1000 is used to call the IVR number, rest 5
are agents.

 

The dial plan looks like -

 

<extension name="ivr_nitin">

      <condition field="destination_number" expression="^5002$">

        <action application="answer"/>

        <action application="sleep" data="500"/>

                <action application="ivr" data="nitin_ivr"/>

      </condition>

    </extension>

<!-- For Call Center -->

<!-- Newgen Support -->

       <extension>

          <condition field="destination_number" expression="^(450)$">

              <action application="set" data="caller_id_name=Newgen Support"
/>

              <action application="set" data="call_timeout=60" />

              <action application="set" data="originate_timeout=60" />

              <action application="callcenter" data="support at default"/>

           </condition>

        </extension>

 

<!-- Newgen Sales -->

        <extension>

           <condition field="destination_number" expression="^(451)$">

               <action application="set" data="caller_id_name=Newgen Sales"
/>

               <action application="set" data="call_timeout=60" />

               <action application="set" data="originate_timeout=60" />

               <action application="callcenter" data="sales at default"/>

           </condition>

        </extension>

 

<!-- Newgen Human Resources -->

        <extension>

           <condition field="destination_number" expression="^(452)$">

               <action application="set" data="caller_id_name=Newgen Human
Resources" />

                       <action application="set" data="call_timeout=60" />

               <action application="set" data="originate_timeout=60" />

               <action application="callcenter" data="hr at default"/>

           </condition>

        </extension>

 

IVR.xml -

 

<include>

        <menu name="nitin_ivr"

                greet-long="say:Welcome to Newgen Software Technologies
Limited. Press 1 for support, 2 for sales or 3 for human resource"

                greet-short="say:Welcome to Newgen. Press 1 for support, 2
for sales or 3 for human resources"

                invalid-sound="ivr/ivr-that_was_an_invalid_entry.wav"

                exit-sound="voicemail/vm-goodbye.wav"

                confirm-macro=""

                confirm-key=""

                tts-engine="flite"

                tts-voice="slt"

                confirm-attempts="3"

                timeout="3000"

                inter-digit-timeout="2000"

                max-failures="3"

                max-timeouts="3"

                digit-len="4">

 

                <entry action="menu-exec-app" digits="1" param="transfer 450
XML default"/>    <!-- Support -->

                <entry action="menu-exec-app" digits="2" param="transfer 451
XML default"/>    <!-- Sales -->

                <entry action="menu-exec-app" digits="3" param="transfer 452
XML default"/>    <!-- Human Resources -->

 

        </menu>

</include>

 

And callcenter.conf.xml -

 

<configuration name="callcenter.conf" description="CallCenter">

  <settings>

    <!--<param name="odbc-dsn" value="dsn:user:pass"/>-->

    <!--<param name="dbname" value="/dev/shm/callcenter.db"/>-->

  </settings>

 

    <queues>

                <queue name="sales at default">

                                <param name="strategy"
value="agent-with-least-talk-time"/>

                                <param name="moh-sound"
value="$${hold_music}"/>

      <!--<param name="record-template"
value="$${base_dir}/recordings/sales/${strftime(%Y-%m-%d-%H-%M-%S)}.${destin
ation_number}.${caller_id_number}.${uuid}.wav"/>-->

                                <param name="time-base-score"
value="queue"/>

                                <param name="tier-rules-apply"
value="false"/>

                                <param name="tier-rule-wait-second"
value="300"/>

                                <param name="tier-rule-wait-multiply-level"
value="true"/>

                                <param name="tier-rule-no-agent-no-wait"
value="false"/>

                                <param name="discard-abandoned-after"
value="14400"/>

                                <param name="max-wait-time" value="0"/>

                                <param name="max-wait-time-with-no-agent"
value="120"/>

                </queue>

                <queue name="support at default">

                                <param name="strategy"
value="agent-with-least-talk-time"/>

                                <param name="moh-sound"
value="$${hold_music}"/>

      <!--<param name="record-template"
value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${dest
ination_number}.${caller_id_number}.${uuid}.wav"/>-->

                                <param name="time-base-score"
value="queue"/>

                                <param name="tier-rules-apply"
value="false"/>

                                <param name="tier-rule-wait-second"
value="300"/>

                                <param name="tier-rule-wait-multiply-level"
value="true"/>

                                <param name="tier-rule-no-agent-no-wait"
value="false"/>

                                <param name="discard-abandoned-after"
value="60"/>

                                <param name="abandoned-resume-allowed"
value="false"/>

                                <param name="max-wait-time" value="0"/>

                                <param name="max-wait-time-with-no-agent"
value="120"/>

                </queue>

                <queue name="hr at default">

                                <param name="strategy"
value="agent-with-least-talk-time"/>

                                <param name="moh-sound"
value="$${hold_music}"/>

      <!--<param name="record-template"
value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${dest
ination_number}.${caller_id_number}.${uuid}.wav"/>-->

                                <param name="time-base-score"
value="queue"/>

                                <param name="tier-rules-apply"
value="false"/>

                                <param name="tier-rule-wait-second"
value="300"/>

                                <param name="tier-rule-wait-multiply-level"
value="true"/>

                                <param name="tier-rule-no-agent-no-wait"
value="false"/>

                                <param name="discard-abandoned-after"
value="60"/>

                                <param name="abandoned-resume-allowed"
value="false"/>

                                <param name="max-wait-time" value="0"/>

                                <param name="max-wait-time-with-no-agent"
value="120"/>

                </queue>

  </queues>

 

<!-- WARNING: Configuration of XML Agents will be updated into the DB upon
restart. -->

<!-- WARNING: Configuration of XML Tiers will reset the level and position
if those were supplied. -->

<!-- WARNING: Agents and Tiers XML config shouldn't be used in a multi FS
shared DB setup (Not currently supported anyway) -->

  <agents>

    <agent name="1001" type="callback" contact="[call_timeout=10]user/1001"
status="Available" max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" />

     <agent name="1002" type="callback" contact="[call_timeout=10]user/1002"
status="Available" max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" />

     <agent name="1003" type="callback" contact="[call_timeout=10]user/1003"
status="Available" max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" />

     <agent name="1004" type="callback" contact="[call_timeout=10]user/1004"
status="Available" max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" />

     <agent name="1005" type="callback" contact="[call_timeout=10]user/1005"
status="Available" max-no-answer="3" wrap-up-time="10"
reject-delay-time="10" busy-delay-time="60" />

  </agents>

  <tiers>

    <!-- If no level or position is provided, they will default to 1.  You
should do this to keep db value on restart. -->

                <!-- agent 1001 is in all three queues -->

                <tier agent="1001" queue="sales at default" level="1"
position="1"/>

                <tier agent="1001" queue="support at default" level="1"
position="1"/>

                <tier agent="1001" queue="hr at default" level="1"
position="1"/>

 

                <tier agent="1002" queue="sales at default" level="1"
position="1"/>

 

                <tier agent="1003" queue="support at default" level="1"
position="1"/>

 

                <tier agent="1004" queue="sales at default" level="1"
position="1"/>

                <tier agent="1004" queue="support at default" level="1"
position="1"/>

 

                <tier agent="1005" queue="hr at default" level="1"
position="1"/>

  </tiers>

 

</configuration>

 

When I call from extension 1000 and press 2 for sales, call is routed back
to extension 1000, which is not even in agents' list. Why is it happening?

 

Regards

 

Nitin

 


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