Re: [Freeswitch-users] skill-based ACD
Hello Michael, Do you still want to follow up on this? I'm having difficulty gathering the old stuff in an understandable form. Also, it looks like the open source ACD Spice Telephony by Andrew Thompson can do just what you might need. Remko Van: freeswitch-users-boun...@lists.freeswitch.org [mailto:freeswitch-users-boun...@lists.freeswitch.org] Namens Michael Collins Verzonden: donderdag 17 september 2009 22:58 Aan: freeswitch-users@lists.freeswitch.org Onderwerp: Re: [Freeswitch-users] skill-based ACD On Thu, Sep 17, 2009 at 12:13 PM, Remko Kloosterman r.klooster...@mtel.nl wrote: I have been working on several voice projects in the past with ACD features, mostly based on TDM technology. It's all commercial stuff, but I have the experience and I am willing to share that. If anyone wishes to start such a development I'm sure I can dig up a functional model and help with the design. I would like to see the functional model. That sounds interesting. We could take it from there. Perhaps the FS community will have a few members willing to help out. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
On Thu, Sep 24, 2009 at 1:09 AM, Remko Kloosterman r.klooster...@mtel.nlwrote: Hello Michael, Do you still want to follow up on this? I’m having difficulty gathering the old stuff in an understandable form. Also, it looks like the open source ACD Spice Telephony by Andrew Thompson can do just what you might need. I had totally forgotten about Andrew's stuff! Unless people want to build their own 100% community/free/DIY version of a skill-based ACD then I say let's all play with SpiceCSM and help improve it. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
On Thu, Sep 24, 2009 at 08:40:16AM -0700, msc wrote: On Thu, Sep 24, 2009 at 1:09 AM, Remko Kloosterman r.klooster...@mtel.nlwrote: Hello Michael, Do you still want to follow up on this? I?m having difficulty gathering the old stuff in an understandable form. Also, it looks like the open source ACD Spice Telephony by Andrew Thompson can do just what you might need. I had totally forgotten about Andrew's stuff! Unless people want to build their own 100% community/free/DIY version of a skill-based ACD then I say let's all play with SpiceCSM and help improve it. I'd certainly appreciate the feedback (and the kick in the ass to improve some of the rough spots and documentation). Andrew ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
On Sun, Sep 20, 2009 at 08:42:40PM +0200, Remko Kloosterman wrote: This actually sounds very good Andrew. You even have an agent interface. Do you have plans for a outbound campaign dialer? I know of a commercial dialer that is good in it's predictive algotithm, but very bad when it comes to campaign management. I don't have plans for an 'autodialer' in the traditional sense but I do have plans for some sort of campaign dialer - the idea is to use an API to load numbers to be called into a queue and the agents will just pop those stub calls off the queue and then the system will originate the call to the indicated number. This does mean that you'll be wasting agent time on voicemail/ringouts/whatever but hopefully you'll piss less people off. In addition, then you can farm out the system that decides the numbers to be called and in which order to an external system. An autodialer would certainly be possible under the current system, I just don't really care to implement one. Patches accepted, although really an autodialer might be better off remaining a binary-only module add-on (to prevent the doing of evil becoming too cheap :) ). And yes, to my knowledge it will remain under an open-source license for the forseeable future. Andrew ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
This actually sounds very good Andrew. You even have an agent interface. Do you have plans for a outbound campaign dialer? I know of a commercial dialer that is good in it's predictive algotithm, but very bad when it comes to campaign management. -Oorspronkelijk bericht- Van: freeswitch-users-boun...@lists.freeswitch.org [mailto:freeswitch-users-boun...@lists.freeswitch.org] Namens Andrew Thompson Verzonden: vrijdag 18 september 2009 20:56 Aan: freeswitch-users@lists.freeswitch.org Onderwerp: Re: [Freeswitch-users] skill-based ACD On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote: I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC I guess nobody paid any attention to my Cluecon presentation... :( http://wiki.opencsm.org/wiki/index.php/Spice_Telephony is a skill-based ACD that uses FS for its voice components. I havent pimped it here in quite a while but here's some of its major features * Skill based routing * Priority Queues (instead of just FIFO) * Multiple call types (voice, voicemail and email are currently supported, instant message support (via libpurple) is prototyped) * Outbound call support (no autodialer though) * Distributed system so you can aggregate multiple FS instances/locations into one big 'virtual' callcenter * Web-based agent and administrative interface There's quite a bit more, but that's the overview. The project is finally approaching a 1.0 after over a year of development - I hope to deploy it in production sometime around the end of this year or the beginning of 2010 (replacing my previous custom asterisk solution). You can grab the code at http://git.opencsm.org/index.cgi/spice-telephony/ (you can browse or git clone that URL). All you should need to run it is a modern erlang release (R12B5 or newer) and ruby/rake to run the build. Andrew ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
Andrew, I am sorry for forgetting about you. This is exactly why asked if you were you on IRC the other day... Can you tell me if this is going to stay open source when production ready? jmesquita On 9/18/09, Andrew Thompson and...@hijacked.us wrote: On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote: I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC I guess nobody paid any attention to my Cluecon presentation... :( http://wiki.opencsm.org/wiki/index.php/Spice_Telephony is a skill-based ACD that uses FS for its voice components. I havent pimped it here in quite a while but here's some of its major features * Skill based routing * Priority Queues (instead of just FIFO) * Multiple call types (voice, voicemail and email are currently supported, instant message support (via libpurple) is prototyped) * Outbound call support (no autodialer though) * Distributed system so you can aggregate multiple FS instances/locations into one big 'virtual' callcenter * Web-based agent and administrative interface There's quite a bit more, but that's the overview. The project is finally approaching a 1.0 after over a year of development - I hope to deploy it in production sometime around the end of this year or the beginning of 2010 (replacing my previous custom asterisk solution). You can grab the code at http://git.opencsm.org/index.cgi/spice-telephony/ (you can browse or git clone that URL). All you should need to run it is a modern erlang release (R12B5 or newer) and ruby/rake to run the build. Andrew ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org -- Sent from my mobile device ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote: I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC I guess nobody paid any attention to my Cluecon presentation... :( http://wiki.opencsm.org/wiki/index.php/Spice_Telephony is a skill-based ACD that uses FS for its voice components. I havent pimped it here in quite a while but here's some of its major features * Skill based routing * Priority Queues (instead of just FIFO) * Multiple call types (voice, voicemail and email are currently supported, instant message support (via libpurple) is prototyped) * Outbound call support (no autodialer though) * Distributed system so you can aggregate multiple FS instances/locations into one big 'virtual' callcenter * Web-based agent and administrative interface There's quite a bit more, but that's the overview. The project is finally approaching a 1.0 after over a year of development - I hope to deploy it in production sometime around the end of this year or the beginning of 2010 (replacing my previous custom asterisk solution). You can grab the code at http://git.opencsm.org/index.cgi/spice-telephony/ (you can browse or git clone that URL). All you should need to run it is a modern erlang release (R12B5 or newer) and ruby/rake to run the build. Andrew ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
This would be a fantastic addition - my company is currently looking to Asterisk as a potential candidate for this if FS can't do it. I want FS to win of course :-) Christian Jensen Software Development Manager Back Office From: freeswitch-users-boun...@lists.freeswitch.org [mailto:freeswitch-users-boun...@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Thursday, September 17, 2009 11:20 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] skill-based ACD On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
I have been working on several voice projects in the past with ACD features, mostly based on TDM technology. It's all commercial stuff, but I have the experience and I am willing to share that. If anyone wishes to start such a development I'm sure I can dig up a functional model and help with the design. Regards, Remko Van: freeswitch-users-boun...@lists.freeswitch.org [mailto:freeswitch-users-boun...@lists.freeswitch.org] Namens Christian Jensen Verzonden: donderdag 17 september 2009 20:57 Aan: freeswitch-users@lists.freeswitch.org Onderwerp: Re: [Freeswitch-users] skill-based ACD This would be a fantastic addition - my company is currently looking to Asterisk as a potential candidate for this if FS can't do it. I want FS to win of course :-) Christian Jensen Software Development Manager Back Office From: freeswitch-users-boun...@lists.freeswitch.org [mailto:freeswitch-users-boun...@lists.freeswitch.org] On Behalf Of Michael Collins Sent: Thursday, September 17, 2009 11:20 AM To: freeswitch-users@lists.freeswitch.org Subject: Re: [Freeswitch-users] skill-based ACD On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
My FS based ACD allows agents to log-in to multiple queues at once What is the difference between those queues? Does each q require that agents have a different skill? ie Agent A has skills x,y,z and queue 1,2,3 have calls about x,y,z - there agent A logins to queue 1,2,3. 2009/9/17 Paweł Pierścionek pa...@voiceworks.pl Michael Collins pisze: On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com mailto:markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC What is a skills-based ACD ? My FS based ACD allows agents to log-in to multiple queues at once and have different priority setting in each of the queues - does this count as skills-based ? It does not allow to limit the number of calls an agent can answer from a queue daily nor does it allow to set distribution of calls to an agent from his queues (other the by priority). Pawel, ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
see here: *http://en.wikipedia.org/wiki/Skills_based_routing* On Thu, Sep 17, 2009 at 4:42 PM, Phillip Jones pjinthe...@gmail.com wrote: My FS based ACD allows agents to log-in to multiple queues at once What is the difference between those queues? Does each q require that agents have a different skill? ie Agent A has skills x,y,z and queue 1,2,3 have calls about x,y,z - there agent A logins to queue 1,2,3. 2009/9/17 Paweł Pierścionek pa...@voiceworks.pl Michael Collins pisze: On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com mailto:markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC What is a skills-based ACD ? My FS based ACD allows agents to log-in to multiple queues at once and have different priority setting in each of the queues - does this count as skills-based ? It does not allow to limit the number of calls an agent can answer from a queue daily nor does it allow to set distribution of calls to an agent from his queues (other the by priority). Pawel, ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
2009/9/17 Paweł Pierścionek pa...@voiceworks.pl Michael Collins pisze: On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com mailto:markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC What is a skills-based ACD ? My FS based ACD allows agents to log-in to multiple queues at once and have different priority setting in each of the queues - does this count as skills-based ? It does not allow to limit the number of calls an agent can answer from a queue daily nor does it allow to set distribution of calls to an agent from his queues (other the by priority). Pawel, I would describe this scenario as poor man's skills-based routing - it's a bit of a hack but if it works then great. It isn't truly skills-based routing but it emulates some of the functionality of skills-based routing. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
On Thu, Sep 17, 2009 at 12:13 PM, Remko Kloosterman r.klooster...@mtel.nlwrote: I have been working on several voice projects in the past with ACD features, mostly based on TDM technology. It's all commercial stuff, but I have the experience and I am willing to share that. If anyone wishes to start such a development I'm sure I can dig up a functional model and help with the design. I would like to see the functional model. That sounds interesting. We could take it from there. Perhaps the FS community will have a few members willing to help out. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
I can tell you from years of painful experience, don't use asterisk for queues. see http://www.freeswitch.org/node/117 You don't have to use FS, but please don't let the asterisk siren lure you to the rocks. mod_fifo is like a tool with basic functions you can exploit however you wish, it does not try to do high level features because those are best left in external logic. mod_fifo has priorities which means each individual fifo is really an array of 10 fifos when you set the priority you are choosing which index in the array to insert the caller. when an agent belongs to a queue he drills down the array from 0-9 so you could for instance put everyone in 5 by default and put more important people in 0 so they always go to the front when you assign an agent to take calls off hook you can set a fifo_pop_order variable that tells you which array indexes to service and in what order. so if you pretend slot 1 is for general problems and slot 2 is for hard problems you can put one agent in 1,2 and a more stupid agent in just 1 *shrug* On Thu, Sep 17, 2009 at 1:56 PM, Christian Jensen christian.jen...@teligence.net wrote: This would be a fantastic addition – my company is currently looking to Asterisk as a potential candidate for this if FS can’t do it. I want FS to win of course J *Christian Jensen* Software Development Manager Back Office -- *From:* freeswitch-users-boun...@lists.freeswitch.org [mailto: freeswitch-users-boun...@lists.freeswitch.org] *On Behalf Of *Michael Collins *Sent:* Thursday, September 17, 2009 11:20 AM *To:* freeswitch-users@lists.freeswitch.org *Subject:* Re: [Freeswitch-users] skill-based ACD On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org -- Anthony Minessale II FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ Twitter: http://twitter.com/FreeSWITCH_wire AIM: anthm MSN:anthony_miness...@hotmail.com msn%3aanthony_miness...@hotmail.com GTALK/JABBER/PAYPAL:anthony.miness...@gmail.compaypal%3aanthony.miness...@gmail.com IRC: irc.freenode.net #freeswitch FreeSWITCH Developer Conference sip:8...@conference.freeswitch.org sip%3a...@conference.freeswitch.org iax:gu...@conference.freeswitch.org/888 googletalk:conf+...@conference.freeswitch.orggoogletalk%3aconf%2b...@conference.freeswitch.org pstn:213-799-1400 ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
I would be very interested in getting my poor programming skills into getting some decent real skill based routing working and shut those Avaya bastards up. Functional model? Get it to me and I will try to make it happen as time lets me. jmesquita On Thu, Sep 17, 2009 at 7:17 PM, Anthony Minessale anthony.miness...@gmail.com wrote: I can tell you from years of painful experience, don't use asterisk for queues. see http://www.freeswitch.org/node/117 You don't have to use FS, but please don't let the asterisk siren lure you to the rocks. mod_fifo is like a tool with basic functions you can exploit however you wish, it does not try to do high level features because those are best left in external logic. mod_fifo has priorities which means each individual fifo is really an array of 10 fifos when you set the priority you are choosing which index in the array to insert the caller. when an agent belongs to a queue he drills down the array from 0-9 so you could for instance put everyone in 5 by default and put more important people in 0 so they always go to the front when you assign an agent to take calls off hook you can set a fifo_pop_order variable that tells you which array indexes to service and in what order. so if you pretend slot 1 is for general problems and slot 2 is for hard problems you can put one agent in 1,2 and a more stupid agent in just 1 *shrug* On Thu, Sep 17, 2009 at 1:56 PM, Christian Jensen christian.jen...@teligence.net wrote: This would be a fantastic addition – my company is currently looking to Asterisk as a potential candidate for this if FS can’t do it. I want FS to win of course J *Christian Jensen* Software Development Manager Back Office -- *From:* freeswitch-users-boun...@lists.freeswitch.org [mailto: freeswitch-users-boun...@lists.freeswitch.org] *On Behalf Of *Michael Collins *Sent:* Thursday, September 17, 2009 11:20 AM *To:* freeswitch-users@lists.freeswitch.org *Subject:* Re: [Freeswitch-users] skill-based ACD On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org -- Anthony Minessale II FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ Twitter: http://twitter.com/FreeSWITCH_wire AIM: anthm MSN:anthony_miness...@hotmail.com msn%3aanthony_miness...@hotmail.com GTALK/JABBER/PAYPAL:anthony.miness...@gmail.compaypal%3aanthony.miness...@gmail.com IRC: irc.freenode.net #freeswitch FreeSWITCH Developer Conference sip:8...@conference.freeswitch.org sip%3a...@conference.freeswitch.org iax:gu...@conference.freeswitch.org/888 googletalk:conf+...@conference.freeswitch.orggoogletalk%3aconf%2b...@conference.freeswitch.org pstn:213-799-1400 ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
I would be interested in this too Concerning mod_fifo - can you restrict an agent to a slot. So lets say DNIS A is for product A and DNIS B product B - some agents know both - some know just 1 product - would that be possible? On Thu, Sep 17, 2009 at 3:17 PM, Anthony Minessale anthony.miness...@gmail.com wrote: I can tell you from years of painful experience, don't use asterisk for queues. see http://www.freeswitch.org/node/117 You don't have to use FS, but please don't let the asterisk siren lure you to the rocks. mod_fifo is like a tool with basic functions you can exploit however you wish, it does not try to do high level features because those are best left in external logic. mod_fifo has priorities which means each individual fifo is really an array of 10 fifos when you set the priority you are choosing which index in the array to insert the caller. when an agent belongs to a queue he drills down the array from 0-9 so you could for instance put everyone in 5 by default and put more important people in 0 so they always go to the front when you assign an agent to take calls off hook you can set a fifo_pop_order variable that tells you which array indexes to service and in what order. so if you pretend slot 1 is for general problems and slot 2 is for hard problems you can put one agent in 1,2 and a more stupid agent in just 1 *shrug* On Thu, Sep 17, 2009 at 1:56 PM, Christian Jensen christian.jen...@teligence.net wrote: This would be a fantastic addition – my company is currently looking to Asterisk as a potential candidate for this if FS can’t do it. I want FS to win of course J *Christian Jensen* Software Development Manager Back Office -- *From:* freeswitch-users-boun...@lists.freeswitch.org [mailto: freeswitch-users-boun...@lists.freeswitch.org] *On Behalf Of *Michael Collins *Sent:* Thursday, September 17, 2009 11:20 AM *To:* freeswitch-users@lists.freeswitch.org *Subject:* Re: [Freeswitch-users] skill-based ACD On Sun, Sep 13, 2009 at 8:01 AM, mark morreny markmorr...@gmail.com wrote: Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org -- Anthony Minessale II FreeSWITCH http://www.freeswitch.org/ ClueCon http://www.cluecon.com/ Twitter: http://twitter.com/FreeSWITCH_wire AIM: anthm MSN:anthony_miness...@hotmail.com msn%3aanthony_miness...@hotmail.com GTALK/JABBER/PAYPAL:anthony.miness...@gmail.compaypal%3aanthony.miness...@gmail.com IRC: irc.freenode.net #freeswitch FreeSWITCH Developer Conference sip:8...@conference.freeswitch.org sip%3a...@conference.freeswitch.org iax:gu...@conference.freeswitch.org/888 googletalk:conf+...@conference.freeswitch.orggoogletalk%3aconf%2b...@conference.freeswitch.org pstn:213-799-1400 ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
On Thu, Sep 17, 2009 at 4:13 PM, Phillip Jones pjinthe...@gmail.com wrote: I would be interested in this too Concerning mod_fifo - can you restrict an agent to a slot. So lets say DNIS A is for product A and DNIS B product B - some agents know both - some know just 1 product - would that be possible? Per Tony's post: when you assign an agent to take calls off hook you can set a fifo_pop_order variable that tells you which array indexes to service and in what order. so if you pretend slot 1 is for general problems and slot 2 is for hard problems you can put one agent in 1,2 and a more stupid agent in just 1 So it's a matter of setting up the routing on the calls and the priorities that the agents are allowed to answer. -MC ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
Re: [Freeswitch-users] skill-based ACD
I've worked with a few of these commercial systems, so let me provide my perspective. Or just skip to the end for my solution. Disclaimer: I am not an expert with all things mod_fifo can do. First, I don't like the idea of using the work "skill" because I am one of those in the camp that the work to predict the specific needs of a incoming call is not worth it. However, the general concept of queueing callers in buckets is very useful. In general "skill"-based ACD has two parts, a series of buckets that callers are funneled into based on their issue, and a collection of agents that have knowledge in or can assist with issues in one or more buckets. From what I've seen, a true ACD needs to go beyond this. Some common issues are: How the caller is treated while on hold What happens while a caller is waiting to speak to an attendant. Popular things are to play music, announce their position in the queue or estimate their time before being answered, and interrupt music with one or more advertisements for products. using mod_fifo: There is of course the ability to play music or other audio. However, I remember reading once that FS loads the entire audio file in memory during playback (my knowledge may be outdated here) which may be a resource issue with lots of callers and large audio files. Regardless, if I want to play some music, then play an ad, more music, ad, etc. I have two options. either string all the audio together in one large file and loop it, or break the caller out of the queue and re-add them with the next audio clip. The latter option risks losing their position in the queue (again, not sure, never tried the option). How the caller is prioritized into the queue Many customers have simple straight-forward requirements as to allocating callers into buckets. Some, however have complex decision processes that may take into account the customer's support SLA, time of day, number of agents on duty, how many times they've called in the last X days, the particular issues they are having, the state of the company/systems. In practice every customer's requirement is simple logic, but different from every other customer. using mod_fifo: the 10 buckets that you can allocate callers to will be great for the simple cases. Although one could make an arguement for more buckets. The more complex cases could be handled by pre-calculating the priority using a scripiting language then placing them in a bucket, however that does not account for the situation where the caller's priority might change as theiy are waiting (One SLA required that if a caller waited more that 10 minutes, they were immediately bumped to a level 2 tech support engineer). Which queues the agents can accept calls from This is easier to deal with, in most of the cases the agents have a set knowledge set, and will take calls from a set number of buckets. But there are a few gotchas. One example is the level 2 support agent that knows product A and B. Does he pull calls buckets A-2, B-2, A-1, B-1or from buckets A-2, A-1, B-2, B-1 The answer may depend on how many calls are in each of the buckets at the time using mod_fifo: Again, the 10 buckets and assigning agents to multiple buckets works great for the simple cases, the more advanced cases however are not supported directly, and will require scripting. Number of agents active so all calls are answered Agents-to-buckets is one issue, Agent availablity is also a question. Part of this is actually a staff forcasting problem. But many commercial ACDs will provide reporting, if not out-right do this activity. I've even seen some systems that will tell the agents when to take lunches/breaks based on active call volume and historical information. using mod_fifo: There are a few variable that will asist with this type of reporting but nothing that will actual assist in doing the work of determining staffing and scheduling breaks. One can make a very valid arguement that this really isn't the switch's problem. But, customers do ask for it, and the more you can do with the least number of systems, the more you are likely to win a bid. My Solution I sat down to answer this thread because it touches on a larger question. Where does the switch stop and the application begin. FS can do a great many things, but in my opinion, some of the modules and capabilties go beyond what a switch would do and are more of what a telephony application should do. Looking at the architecture of FS I see four methods for implementing a feature: 1. write it into the switch core 2. write a module to be loaded into FS address space 3. write a script to be executed on a channel 4. write an external application that uses ESL to control FS and it's channels Some features have very obvious choices for which method to use, like bridge two channels (#1) or CDR geneation (#2). Others, like IVR systems can work equally well as 2, 3, or 4. In my view FS is a switch, and anything that is not CORE to the switch's
[Freeswitch-users] skill-based ACD
Hello Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript? I am interested in hearing how others may have done it as I am trying to implement one myself. thx, mark ___ FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
