[Freeswitch-users] mod_callcenter: Call being forwarded to caller itself
Jayesh Nambiar
jayesh.voip at gmail.com
Fri Aug 31 18:36:36 MSD 2012
Hi Nitin,
In that case all you have to confirm is that you have not set the contact
of any agent as 1000. Keep in mind that the agents can be pushed into
freeswitch memory from API commands also. Basically you can use FS_CLI to
add agents and set their contacts even without mentioning those agents in
the XML file. So just be sure that you do not have any agent's contact set
to 1000 and also check from FS_CLI issuing this command: "callcenter_config
agent list" to make sure that none of the agent has contact set to 1000.
--- Jayesh
> Hi Jayesh,****
>
> ** **
>
> Call is being redirected to call center because it is working other two
> options. Even for “sales” the call is redirected to caller(extn 1000) but
> when it is declined from there, it works as desired.****
>
> ** **
>
> Thanks****
>
> ** **
>
> Nitin****
>
> ** **
>
> *From:* freeswitch-users-bounces at lists.freeswitch.org [mailto:
> freeswitch-users-bounces at lists.freeswitch.org] *On Behalf Of *Jayesh
> Nambiar
> *Sent:* Friday, August 31, 2012 6:55 PM
> *To:* freeswitch-users at lists.freeswitch.org
> *Subject:* Re: [Freeswitch-users] mod_callcenter: Call being forwarded to
> caller itself****
>
> ** **
>
> Nitin, ****
>
> If this is your exact configuration, it is simply not possible that the
> call gets routed back to same extension unless there is something
> configured in the dialplan.****
>
> Look at the console in loglevel 7 mode and check if the call goes into
> callcenter module or no? If no, check the flow of your dialplan and figure
> out what is taking the call back to the calling extension.****
>
> ** **
>
> --- Jayesh ****
>
> ****
>
> *From:* freeswitch-users-bounces at lists.freeswitch.org [mailto:
> freeswitch-users-bounces at lists.freeswitch.org] *On Behalf Of *Nitin Tomer*
> ***
>
> *Sent:* Wednesday, August 29, 2012 3:39 PM
> *To:* 'FreeSWITCH Users Help'
> *Subject:* [Freeswitch-users] mod_callcenter: Call being forwarded to
> caller itself****
>
> ****
>
> 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/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_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/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_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/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_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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