freeswitch call center module can be easily allow users to experience the call center model includes many features to configure specific parameters of self-exploration in use.
Need to start the compilation mod_callcenter, mod_fifo when compiling mounting freeswitch, after removing the annotation of the module in the relevant row conf / autoload_configs / modules.conf.xml after the installation is complete.
Configuration, edit conf / autoload_configs / callcenter.conf.xml
<configuration name="callcenter.conf" description="CallCenter">
<settings>
</settings>
<queues>
<queue name="support@default">
<param name="strategy" value="longest-idle-agent"/>
<param name="moh-sound" value="$${hold_music}"/>
<param name="time-base-score" value="system"/>
<param name="max-wait-time" value="0"/>
<param name="max-wait-time-with-no-agent" value="0"/>
<param name="max-wait-time-with-no-agent-time-reached" value="5"/>
<param name="tier-rules-apply" value="false"/>
<param name="tier-rule-wait-second" value="300"/>
<param name="tier-rule-wait-multiply-level" value="true"/>
<param name="tier-rule-no-agent-no-wait" value="false"/>
<param name="discard-abandoned-after" value="60"/>
<param name="abandoned-resume-allowed" value="false"/>
</queue>
</queues> <agents>
<agent name="1001@$${domain}" type="callback" contact="[call_timeout=10]user/1001@$${domain}" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />
<agent name="1002@$${domain}" type="callback" contact="[call_timeout=10]user/1002@$${domain}" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />
</agents>
<tiers>
<tier agent="1001@<span class="editormd-tex">{domain}" queue="support@default" level="1" position="1"/>
<tier agent="1002@</span>{domain}" queue="support<a href="https://github.com/default" title="@default" class="at-link">@default" level="1" position="1"/>
</tiers>
</configuration>
Where domain is freeswitch server ip address, this method is static seating configuration, the configuration file is written to die, if you do not meet the requirements of the project, we can also use the dynamic mode command echelon and add seats, but the queue It is written to be fixed in the configuration file.
Adding dynamic agent and team:
New Agent
callcenter_config the Add Agent 1001 @ Domain Callback
Update agent status
callcenter_config agent set contact 1001@domain [call_timeout=10][call_timeout=10]user/1001@$${domain}
callcenter_config agent set status 1001@domain Available
callcenter_config agent set state 1001@domain Waiting
callcenter_config agent set max_no_answer 1001@domain 10
callcenter_config agent set wrap_up_time 1001@domain 10
callcenter_config agent set reject_delay_time 1001@domain 10
callcenter_config agent set busy_delay_time 1001@domain 60
The agent added to the echelon
callcenter_config Tier default the Add Support @ 1001 @ Domain 1 1
agent, after the queue, tier configured, you need to configure dial plan, adding:
<extension name="Callcenter Example">
<condition field="destination_number" expression="^7000$">
<action application="answer"/>
<action application="callcenter" data="support<a href="https://github.com/default" title="@default" class="at-link">@default"/>
</condition>
</extension>
After such a registration Login extension, dial 7000, he entered the callcenter, if agent in echelon, it will transfer the call to the agent above.
The meaning of some of the parameters above, can refer to the official website, I collected some, as follows:
- Agent:
. 1, type: the callback or UUID-STANDBY
2, Contact: Dial String (call string)
. 3, Status: Logged Out
the Available
the Available (the On Demand)
the On Break
. 3, State: the Idle
Waiting
the In A Queue Call
. 4, max-NO -answer: the maximum number of non-response, more than the number, status changes to On Break state
5, wrap-up-time: time between the completion of the call, a call after successful treatment, how long the phone will have to enter the long waiting
6, reject-delay- time: hook interval, how long a call after rejecting an incoming telephone will have a long wait
7, busy-delay-time: busy retry interval, the call will have a long busy telephone enters the long wait
8, no- answer-delay-time: no answer retry interval, how long after the call no answer will have to wait a long time to enter the phone
Queue:
1, at Strategy: Strategy ring
ring-all for all seats ringing
long longest ringing longest-idle-agent free
round-robin round robin ringing
top-down sequential ringing
agent-with-least-talk- time call The minimum duration of the ringing
agent-with-fewest-calls ringing answer happened
sequentially-by-agent-order priority ringing
random random ringing
2, moh-sound: voice queue local_stream: // MOH
. 3, announce The Sound-: Regular playing music and announce-frequency with
4, announce-frequency: frequency of play, that is, how often played once used with the announce-Sound
5, the record-Template: recording folder path
6, time-base-score: the priority of the relevant time points options
queue: do not increase the points
system: integration into the system
7, tier-rules-apply: echelon match
false: all echelons
true: matching rule (Tier-rule *)
8, Tier-rule-the wait-SECOND,: echelon wait time (time to enter the next echelon)
9, tier-rule-wait- multiply-level: Wait tier level
false: In addition to waiting for the first tier a tier-rule-wait-second, without waiting for other echelon
true: each tier are the wait-wait-rule-Tier SECOND
10 , tier-rule-no-agent -no-wait: whether to skip echelon of no-agent, (no-agent status is not available for the existence of this echelon members Agent)
to true: skip
false: do not skip
11, discard-abandoned-after: maximum discard length (dropped over this time length will not be restored) and abandoned_resume_allowed simultaneously effective
12, abandoned-resume-allowed: whether the discarded allow recovery or re-enter the queue
true: allow recovery or re-entry (more than discard-abandoned-after can not be restored)
to false: disable not allow for recovery
13, max-wait-time: a maximum waiting time (not turned over time will exit callcenter) 0 to disable
14, max-wait-time- with- no-agent: no member (not a member state is available) wait timeout: Out of time the phone will exit callcenter 0 to disable
15, max-wait-time- with-no-agent-time-reached: if Because there are telephone (max-wait-time-with -no-agent) the reasons for exit queue, the queue will not allow new incoming phone calls to the queue at a certain time delay
Tiers:
. 1, queue queue queue name
2, agent agent agent name
3, state is the state of only the Ready
. 4, level with grade level divided echelon echelon level
5, position a position in echelon
