categories: FreeSWITCH

mod_callcenter

本文英文部分是來自https://freeswitch.org/confluence/display/FREESWITCH/mod_callcenter，中文部分是通過分析mod_callcenter.c的代碼根據個人的理解整理而成。

配置

callcenter.conf.xml 範例

    <configuration name="callcenter.conf" description="CallCenter">
      <settings>
        <!--<param name="odbc-dsn" value="dsn:user:pass"/>-->
        <!--<param name="dbname" value="/dev/shm/callcenter.db"/>-->
        <!--<param name="reserve-agents" value="true"/>-->
      </settings>

      <queues>

        <queue name="support@default">
          <param name="strategy" value="longest-idle-agent"/>
          <param name="moh-sound" value="$${hold_music}"/>
	      <!--<param name="record-template" value="$${base_dir}/recordings/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
          <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>

    <!-- 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="1000@default" type="callback" contact="[leg_timeout=10]user/1000@default" 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. -->
        <!-- <tier agent="1000@default" queue="support@default" level="1" position="1"/> -->
      </tiers>

    </configuration>

settings 配置詳解

odbc-dsn

The callcenter will use the supplied ODBC database instead of the default behavior, which is to use the internal SQLite database.

使用ODBC數據源，需要配置這個參數

使用odbc.ini配置的數據源:dsn:user:pass或者dns
不配置數據源直接連接方法:odbc://DRIVER=driver;SERVER=host;UID=username;PWD=password;DATABASE=db;OPTION=67108864。 driver(驅動，windows系統在ODBC數據源可以看到如“MySQL ODBC 5.3 Unicode Driver”,linux系統odbcinst.ini裏面配置),host(數據庫主機IP，本機：localhost),username(數據庫用戶名),password(數據庫密碼),db(數據庫名)。

dbname

This is to specify a different name or path and name of the SQLite database. Useful to put into a ram disk for better performance.

使用SQLite數據庫時，用來設置SQLite 數據庫文件路徑。如果odbc-dsn和dbname都不設置，會使用SQLite數據庫，默認路徑是.\db\callcenter。

reserve-agents

If defined to true, agent state is changed to Reserved if the old state is Receiving, the call will only be sent to him if the state get’s changed.

This is useful if you’re manipulating agent state external to mod_callcenter. false by default.

這個參數的作用是在呼叫坐席之前把agents.state設置爲Reserved。默認值是false，就是不啓動這個功能。

truncate-tiers-on-load

If defined to true, we’ll delete all the agents when the module is loaded. false by default.

默認false,設置true時,load的時候清空數據庫裏的tiers表。

truncate-agents-on-load

If defined to true, we’ll delete all the tiers when the module is loaded. false by default.

默認false,設置true時load的時候清空數據量裏的agetns表。

queues 配置詳解

strategy

The strategy defines how calls are distributed in a queue. A table of different strategies can be found below.

ring-all: Rings all agents simultaneously.（全響）

全部坐席響鈴。

longest-idle-agent: Rings the agent who has been idle the longest taking into account tier level.（空閒時間）

下面是longest-idle-agent模式派話使用的SQL，通過分析下面的SQL，可以看出是根據 tiers.level, agents.last_bridge_end, tiers.position 這3個參數來排序的。last_bridge_end是坐席最後通話結束時間。

SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, agents.last_bridge_end, position

round-robin: Rings the agent in position but remember last tried agent.（循環）

下面是round-robin模式派話使用的SQL，通過分析下面的SQL，可以看出是按照 tiers_level 從小到大, tiers_position 從小到大,agents_last_offered_call 從小到大循環分配坐席的。。agents.last_offered_call 是最近一次呼叫坐席的時間。

SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') AND tiers.position > (SELECT tiers.position FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1) AND tiers.level = (SELECT tiers.level FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1) UNION SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call

top-down: Rings the agent in order position starting from 1 for every member.（指定開始位置）

通道變量 cc_last_agent_tier_level 和 cc_last_agent_tier_position 默認值爲0.

查找座席的排序算法爲，先查找 level 等於 cc_last_agent_tier_level ，position 大於 cc_last_agent_tier_position 的坐席，然後按照 tiers_level , tiers_position , agents_last_offered_call 排序所有坐席。

SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') AND tiers.position > 0 AND tiers.level = 0 UNION SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call

agent-with-least-talk-time: Rings the agent with least talk time.（通話時間）

按照tiers.level, agents.talk_time, tiers.position排序坐席。agents.talk_time是坐席的通話時間。

啓動或者坐席簽入時agents.talk_time會復位爲0.

SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, agents.talk_time, position

agent-with-fewest-calls: Rings the agent with fewest calls.（通話次數）

按照tiers.level, agents.calls_answered, tiers.position排序坐席。agents.calls_answered是坐席的通話次數。

啓動或者坐席簽入時agents.calls_answered會復位爲0.

sequentially-by-agent-order: Rings agents sequentially by tier & order.（順序）

按照 tiers_level , tiers_position , agents_last_offered_call 排序所有坐席

SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, position, agents.last_offered_call

random: Rings agents in random order.（隨機）

按照tiers.level順序然後隨機排序。
如果連接mysql數據庫，mod_callcenter.源代碼需要修改一下。

2550    sql_order_by = switch_mprintf("level, random()");
修改爲
2550    sql_order_by = switch_mprintf("level, rand()");

派話SQL

SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, random()

ring-progressively: Rings agents in the same way as top-down, but keeping the previous members ringing (it basically leads to ring-all in the end).（漸進）

按照tiers.level和tiers.position排序坐席。每 ring_progressively_delay 秒，增加分配一個坐席。
派話SQL

SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = 'support@default' AND (agents.status = 'Available' OR agents.status = 'On Break' OR agents.status = 'Available (On Demand)') ORDER BY level, position

默認值longest-idle-agent.

moh-sound

The system will playback whatever you specify to incoming callers. You can use any type of input here that is supported by the FreeSWITCH playback system:

A direct path to a .wav file will play in a loop indefinitely.
The local stream, e.g. (local_stream://moh) or use $${hold_music} as defined in the default configuration.
The FreeSWITCH phrase system, e.g., (phrase:my-special-phrase). (I use this to play multiple prompts after each other.)
A tone stream as with ringing, e.g., (tone_stream://${us-ring};loops=-1).

等待音樂，通道變量cc_moh_override可以覆蓋這個設置。

announce-sound

坐席沒接聽之前週期性播放的通知聲音，比如（現在是電話高峯期，請你耐心等待。）

announce-frequency

announce-sound 的播放週期，單位秒。注意播放聲音文件的時間也包含在內。

record-template

Use the record-template to save your recording wherever you would like on the filesystem. It’s not uncommon for this setting to start with “$${base_dir}/recordings/”. Whatever directory you choose, make sure it already exists and that FreeSWITCH has the required permissions to write to it.

time-base-score

When a caller goes into a queue, we can add to their base score the total number of seconds they have been in the system. This enables the caller to get in front of other callers by the amount of time they have already spent waiting elsewhere.

The time-base-score param in a queue can be set as ‘queue’ (base score counts only the time the caller is in this queue) or ‘system’ (base score accounts for the total time of the call).

This can be either ‘queue’ or ‘system’ (queue is the default). If set to system, it will add the number of seconds since the call was originally answered (or entered the system) to the caller’s base score. Raising the caller’s score allows them to receive priority over other calls that might have been in the queue longer but not in the system as long. If set to queue, you get the default behavior, i.e., nobody’s score gets increased upon entering the queue (regardless of the total length of their call).

默認值 queue 。爲 queue 時，數據庫members.base_score值是進入隊列的時間+cc_base_score。爲 system 時members.base_score值是應答時間+cc_base_score。
“`
/* Add manually imported score */
if (cc_base_score) {
cc_base_score_int += atoi(cc_base_score);
}

/* If system, will add the total time the session is up to the base score */
if (!switch_strlen_zero(start_epoch) && !strcasecmp("system", queue->time_base_score)) {
    cc_base_score_int += ((long) local_epoch_time_now(NULL) - atol(start_epoch));
}
```

ring-progressively-delay

Default to 10. The value is in seconds, and it will define the delay to wait before starting call to the next agent when using the ‘ring-progressively’ queue strategy.

strategy等於ring-progressively時，增加坐席間隔。默認10秒。

tier-rules-apply

Can be True or False. This defines if we should apply the following tier rules when a caller advances through a queue’s tiers. If False, they will use all tiers with no wait.

是否啓動tier規則，默認值False。啓動等級規則後，需要等待一定時間後，纔會分配高等級的坐席。下面是mod_callcenter.c的實現代碼。
“`
/* Check if we switch to a different tier, if so, check if we should continue further for that member */

if (cbt->tier_rules_apply == SWITCH_TRUE && atoi(agent_tier_level) > cbt->tier) {
    /* Continue if no agent was logged in in the previous tier and noagent = true */
    if (cbt->tier_rule_no_agent_no_wait == SWITCH_TRUE && cbt->tier_agent_available == 0) {
        cbt->tier = atoi(agent_tier_level);
        /* Multiple the tier level by the tier wait time */
    } else if (cbt->tier_rule_wait_multiply_level == SWITCH_TRUE && (long) local_epoch_time_now(NULL) - atol(cbt->member_joined_epoch) >= atoi(agent_tier_level) * (int)cbt->tier_rule_wait_second) {
        cbt->tier = atoi(agent_tier_level);
        cbt->tier_agent_available = 0;
        /* Just check if joined is bigger than next tier wait time */
    } else if (cbt->tier_rule_wait_multiply_level == SWITCH_FALSE && (long) local_epoch_time_now(NULL) - atol(cbt->member_joined_epoch) >= (int)cbt->tier_rule_wait_second) {
        cbt->tier = atoi(agent_tier_level);
        cbt->tier_agent_available = 0;
    } else {
        /* We are not allowed to continue to the next tier of agent */
        return 1;
    }
}
cbt->tier_agent_available++;
```

tier-rule-wait-second

The time in seconds that a caller is required to wait before advancing to the next tier. This will be multiplied by the tier level if tier-rule-wait-multiply-level is set to True. If tier-rule-wait-multiply-level is set to false, then after tier-rule-wait-second’s have passed, all tiers are open for calls in the tier-order and no advancement (in terms of waiting) to another tier is made.

等待時間。

tier-rule-wait-multiply-level

Can be True or False. If False, then once tier-rule-wait-second is passed, the caller is offered to all tiers in order (level/position). If True, the tier-rule-wait-second will be multiplied by the tier level and the caller will have to wait on every tier tier-rule-wait-second’s before advancing to the next tier.

爲True時，等待時間大於 tier-rule-wait-second * tier.level 纔會分配下一個等級的坐席。爲False時，等待時間大於 tier-rule-wait-second 纔會分配下一個等級的坐席。默認值False。

tier-rule-no-agent-no-wait

Can be True or False. If True, callers will skip tiers that don’t have agents available. Otherwise, they are be required to wait before advancing. Agents must be logged off to be considered not available.

最低level等級沒有坐席是不用等待。默認值:False。

discard-abandoned-after

The number of seconds before we completely remove an abandoned member from the queue. When used in conjunction with abandoned-resume-allowed, callers can come back into a queue and resume their previous position.

未被坐席接通的排隊信息保存時間，默認值60秒。

abandoned-resume-allowed

Can be True or False. If True, a caller who has abandoned the queue can re-enter and resume their previous position in that queue. In order to maintain their position in the queue, they must not abandoned it for longer than the number of seconds defined in ‘discard-abandoned-after’.

根據caller_id_number恢復之前的排隊信息，默認False。

詳解：如果上一次加入對列，未被坐席接聽就掛斷了，再次呼叫時可以恢復上次的排隊信息，被更優先的分配到坐席。discard-abandoned-after 之前的信息是不能恢復的。

max-wait-time

Default to 0 to be disabled. Any value are in seconds, and will define the delay before we quit the callcenter application IF the member haven’t been answered by an agent. Can be used for sending call in voicemail if wait time is too long.

最大等待時間，單位秒。默認值0，就是禁用這個設置。例如，超過3分鐘沒坐席接聽可以轉到IVR或者語音信箱。

max-wait-time-with-no-agent

Default to 0 to be disabled. The value is in seconds, and it will define the amount of time the queue has to be empty (without logged agents, on a call or not) before we disconnect all members. This principle protects kicking all members waiting if all agents are logged off by accident.

隊列爲空時的最大等待時間。單位秒，默認值0，就是禁用這個設置。

什麼是隊列爲空：隊列沒有坐席狀態(Agent Status)是 Available 、 Available (On Demand) 、 On Break 的坐席。

max-wait-time-with-no-agent-time-reached

Default to 5. Any value are in seconds, and will define the length of time after the max-wait-time-with-no-agent is reached to reject new caller. This allow for kicking caller if no agent are logged in for over 5 seconds, but new caller after that 5 seconds is reached can have a lower limit.

max-wait-time-with-no-agent不爲0時這個值纔有效，最小的等待時間爲max-wait-time-with-no-agent+max-wait-time-with-no-agent-time-reached，默認值5。設置0就是禁用這個設置。

參數作用：爲了解決加入隊列時，隊列就爲空時queue->last_agent_exist爲0，queue->last_agent_exist_check - queue->last_agent_exist無法計算隊列空閒時間，進行第二次判段， queue->last_agent_exist_check - m->t_member_called 的結果是加入隊列總共時間，當加入隊列總時間大於max-wait-time-with-no-agent+max-wait-time-with-no-agent-time-reached，就離開隊列。
“`
/* Make the Caller Leave if he went over his max wait time */
if (queue->max_wait_time > 0 && queue->max_wait_time <= time_now - m->t_member_called) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, “Member %s <%s> in queue ‘%s’ reached max wait time\n”, m->member_cid_name, m->member_cid_number, m->queue_name);
m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_TIMEOUT;
switch_channel_set_flag_value(member_channel, CF_BREAK, 2);
}

    /* Check if max wait time no agent is Active AND if there is no Agent AND if the last agent check was after the member join */
    if (queue->max_wait_time_with_no_agent > 0 && queue->last_agent_exist_check > queue->last_agent_exist && m->t_member_called <= queue->last_agent_exist_check) {
        /* Check if the time without agent is bigger or equal than out threshold */
        if (queue->last_agent_exist_check - queue->last_agent_exist >= queue->max_wait_time_with_no_agent) {
            /* Check for grace period with no agent when member join */
            if (queue->max_wait_time_with_no_agent_time_reached > 0) {
                /* Check if the last agent check was after the member join, and we waited atless the extra time  */
                if (queue->last_agent_exist_check - m->t_member_called >= queue->max_wait_time_with_no_agent_time_reached + queue->max_wait_time_with_no_agent) {
                    switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait of %d sec. with no agent plus join grace period of %d sec.\n", m->member_cid_name, m->member_cid_number, m->queue_name, queue->max_wait_time_with_no_agent, queue->max_wait_time_with_no_agent_time_reached);
                    m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT;
                    switch_channel_set_flag_value(member_channel, CF_BREAK, 2);

                }
            } else {
                switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait of %d sec. with no agent\n", m->member_cid_name, m->member_cid_number, m->queue_name, queue->max_wait_time_with_no_agent);
                m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT;
                switch_channel_set_flag_value(member_channel, CF_BREAK, 2);

            }
        }
    }
    ```

agent-no-answer-status

如果坐席不應答次數超過max-no-answer(Agent中設置)，則設置坐席的狀態爲 agent-no-answer-status 的值。默認值 On Break 。其他值請參考Agent Status。

skip-agents-with-external-calls

跳過有外部呼叫的座席，默認值true。意思就是如果一個坐席在呼出電話，或者接聽不是mod_callcenter分配的電話時，是否跳過它，不分配話務給這個坐席。

僅僅設置這個參數，還是實現不了上面說的功能的，還需要callcenter_track這個app配合纔可以。比如 1001坐席呼出時先執行一下callcenter_track。
<action application="callcenter_track" data="1001@default"/> <action application="bridge" data="sofia/external/138XXXXXXXXX@sipserver"/>

Agent 配置詳解

Agents have Status and States. The Status is the general state of the agent. Statuses are not updated by the system automatically, so they must be set or changed as needed. States are the specific state of an agent with regard to the calls in the queue. States are dynamic and are updated by the system based on the progress of a agent in a call. The reason for separating the two is so that an agent can logout (change Status to ‘Logged Out’) without affecting his current call State (possibly set to ‘In a queue call’).

If an agent changes his status to Logged Out, any active callback attempts will be halted and the queue will try to place that caller with another agent.

Status only applies to the next call. So for example, if you change user from Available to Available (On Demand) while they are in a call, they will receive one more call when the current one finishes.

Agent Status and States follow:

Agent Status:

String	Description
Logged Out	Cannot receive queue calls.（簽出）
Available	Ready to receive queue calls.
Available (On Demand)	State will be set to ‘Idle’ once the call ends (not automatically set to ‘Waiting’).
On Break	Still Logged in, but will not receive queue calls.（休息/示忙）

Available 和 Available (On Demand) 的區別： Available 接完一個電話後 Agent State 會設置爲 Waiting ， Available (On Demand) 接完一個電話後 Agent State 會設置爲 Idle 。

Agent State:

String	Description
Idle	Does nothing, no calls are given.
Waiting	Ready to receive calls.
Receiving	A queue call is currently being offered to the agent.（振鈴/呼叫）
In a queue call	Currently on a queue call.（通話）

Idle 和 Waiting 的區別: Idle 坐席空閒中，但是不會分配話務。 Waiting 坐席空閒中，正在等待分配話務。

No Answer

If you define the max-no-answer for an agent, and that agent fails to answer that many calls, then the agent’s Status will changed to ‘On Break’.（請參考max-no-answer）

Rejecting Calls

Rejecting a call does not act as a ‘no-answer’.

A delay can be added before calling an agent who has just rejected a call from the queue by setting reject_delay_time on an agent.（請參考reject-delay-time）

Do not disturb

An agent who is set to “do not disturb” can have a delay added before he is offered his next call by using the busy_delay_time parameter on the agent.(請參考busy-delay-time)

name

Agent name

type

We currently support 2 types, ‘callback’ and ‘uuid-standby’. callback will try to reach the agent via the contact fields value. uuid-standby will try to bridge the call directly using the agent uuid.

Callback:
- Available
While an agent’s State is ‘Waiting’, calls will be directed to them. Whenever an agent completes one of those calls, their State is set back to ‘Waiting’.
Available (On Demand)

This is the same as the regular ‘Available’ Status, except that when the call is terminated, the agent’s State is set to ‘Idle’. This means the agent won’t receive additional calls until his State is changed to ‘Waiting’.
uuid-standby:This is used when agents call into the system and wait to receive a calls.

contact

A simple dial string can be put in here, like: user/1000@default. If using verto: ${verto_contact(1000@default)}

坐席的呼叫串。例如sip分機:user/1000，外線電話:sofia/gateway/gatewayname/138XXXXXXXX。可以通過變量設置呼叫參數比如呼叫超時主叫號碼例：[origination_caller_id_name='Queue Caller',leg_timeout=10]user/1001。

status

Define the current status of an agent. Check the Agents Status table for more information.

坐席簽入狀態,參考Agent Status

max-no-answer

If the agent fails to answer calls this number of times, his status is changed to On Break automatically.

連續 max-no-answer 次呼叫坐席超時，就設置坐席狀態爲agent-no-answer-status（Queues中設置，默認是 On Break ）

默認值0，就是不啓動這個功能。

注意：只有呼叫超時纔是不應答，用戶拒接，用戶忙，用戶未註冊等原因導致的呼叫失敗不屬於 no-answer 。具體可以參考下面源代碼：
“`
switch (cause) {
/* When we hang-up agents that did not answer in ring-all strategy */
case SWITCH_CAUSE_ORIGINATOR_CANCEL:
break;
/* Busy: Do Not Disturb, Circuit congestion */
case SWITCH_CAUSE_NORMAL_CIRCUIT_CONGESTION:
case SWITCH_CAUSE_USER_BUSY:
delay_next_agent_call = (h->busy_delay_time > delay_next_agent_call? h->busy_delay_time : delay_next_agent_call);
break;
/* Reject: User rejected the call */
case SWITCH_CAUSE_CALL_REJECTED:
delay_next_agent_call = (h->reject_delay_time > delay_next_agent_call? h->reject_delay_time : delay_next_agent_call);
break;
/* Protection againts super fast loop due to unregistrer */
case SWITCH_CAUSE_USER_NOT_REGISTERED:
delay_next_agent_call = 5;
break;
/* No answer: Destination does not answer for some other reason */
default:
delay_next_agent_call = (h->no_answer_delay_time > delay_next_agent_call? h->no_answer_delay_time : delay_next_agent_call);

            tiers_state = CC_TIER_STATE_NO_ANSWER;

            /* Update Agent NO Answer count */
            sql = switch_mprintf("UPDATE agents SET no_answer_count = no_answer_count + 1 WHERE name = '%q' AND system = '%q';",
                    h->agent_name, h->agent_system);
            cc_execute_sql(NULL, sql, NULL);
            switch_safe_free(sql);

            /* Change Agent Status because he didn't answer often */
            if (h->max_no_answer > 0 && (h->no_answer_count + 1) >= h->max_no_answer) {
                switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Agent %s reach maximum no answer of %d, setting agent status to %s\n",
                        h->agent_name, h->max_no_answer, cc_agent_status2str(h->agent_no_answer_status));


    ```

wrap-up-time

The amount of time to wait before putting the agent back in the available queue to receive another call, to allow her to complete notes or other tasks.

話後處理時間，也就是坐席接完一個電話後， wrap-up-time 秒內不在分配話務給這個坐席。

reject-delay-time

If the agent presses the reject button on her phone, wait this defined time amount.

用戶拒接時， reject-delay-time 秒內不再呼叫這個坐席。

只有 switch_ivr_originate 返回 SWITCH_CAUSE_CALL_REJECTED(sip消息603) 纔是用戶拒接。

busy-delay-time

If the agent is on Do Not Disturb, wait this defined time before trying him again.

用戶忙時， busy-delay-time 秒內不再呼叫這個坐席。

只有 switch_ivr_originate 返回 SWITCH_CAUSE_NORMAL_CIRCUIT_CONGESTION(sip消息503) 和 SWITCH_CAUSE_USER_BUSY(sip消息486)，纔是用戶用戶忙。

no-answer-delay-time

If the agent does not answer the call, wait this defined time before trying him again.

呼叫坐席超時時， no-answer-delay-time 秒內不再呼叫這個坐席。

可以參考max-no-answer的說明

通道變量

cc_export_vars

Export variables to the b-leg(s) of call center (the agents)

This is necessary because mod_callcenter originates B-leg calls in its own separate thread, therefore it has no access to variables set in the A-leg (as ‘bridge’ would).

Example usage:
<action application="set" data="hold_music=local_stream://example_moh"/> <action application="set" data="origination_caller_id_name=Call Center"/> <action application="set" data="origination_caller_id_number=9000"/> <action application="set" data="cc_export_vars=hold_music,origination_caller_id_name,origination_caller_id_number"/> <action application="callcenter" data="9000@callcenter"/>
* cc_moh_override

Overrides the queue’s default Music On Hold.

Example usage from mail list:
<action application="set" data="cc_moh_override=/var/sounds/custom_moh.wav"/> <action application="set" data="cc_moh_override=/var/sounds/custom_moh.mp3"/> <action application="set" data="cc_moh_override=file_string:///var/sounds/custom_moh.wav!/var/sounds/custom_moh.mp3"/> <action application="set" data="cc_moh_override=tone_stream://%(2000,4000,440,480)"/> cc_base_score
Adds the specified amount to the caller’s base score, potential putting him in front other callers in the queue.

cc_exit_keys

Caller can exit the queue by pressing this key.
* cc_outbound_cid_name_prefix

Adds prefix to the Caller ID Name of the caller.

cc_outbound_announce

Playback specific audio, or an array of audios, to the agent prior to bridging the member.

cc_bridge_failed_outbound_announce

Playback specific audio to the agent if we can’t bridge him because member hangup the call just before the bridge occurs. You can play a busy tone here or a custom audio, for example:

cc_warning_tone

This variable is only valid for agents in ‘uuid-standby’ mode. It plays the specified tone when a call is sent to the agent.

cc_record_\filename

Contains the filename of the call recording if a record-template was provided in the queue’s configuration. (read-only)

cc_side

Contains the leg side of the call. Can be either member or agent. (read-only)

cc_member_uuid

Contains the unique callcenter member uuid (Different from the member session uuid) (read-only)

cc_member_session_uuid

Contains the member session uuid. (Different from the member_uuid) (read-only)

cc_agent

Contains the agent who accepted the call from the queue. (read-only)

cc_queue_answered_epoch

Contains the epoch time that the agent answered the call. (read only)

cc_queue_terminated_epoch

Contains the epoch time that the bridge with the agent was terminated. (read-only)

cc_queue_joined_epoch

Contains the epoch time that the caller joined the queue and started waiting. (read-only)

cc_queue_canceled_epoch

Contains the epoch time when a caller leaves the queue and aborts the call. (read-only)

cc_agent_bridged

Contains a boolean value indicating if this call was successfully bridged or not. We may call the agent and the member can hangup just before bridging them. (read-only)
*

APP

callcenter
callcenter_track

API

callcenter_config agent add [name] [type]
callcenter_config agent del [name]
callcenter_config agent reload [name]
callcenter_config agent set status [agent_name] [status]
callcenter_config agent set state [agent_name] [state]
callcenter_config agent set contact [agent_name] [contact]
callcenter_config agent set ready_time [agent_name] [wait till epoch]
callcenter_config agent set reject_delay_time [agent_name] [wait second]
callcenter_config agent set busy_delay_time [agent_name] [wait second]
callcenter_config agent set no_answer_delay_time [agent_name] [wait second]
callcenter_config agent get status [agent_name]
callcenter_config agent get state [agent_name]
callcenter_config agent get uuid [agent_name]
callcenter_config agent list [[agent_name]]
callcenter_config tier add [queue_name] [agent_name] [[level]] [[position]]
callcenter_config tier set state [queue_name] [agent_name] [state]
callcenter_config tier set level [queue_name] [agent_name] [level]
callcenter_config tier set position [queue_name] [agent_name] [position]
callcenter_config tier del [queue_name] [agent_name]
callcenter_config tier reload [queue_name] [agent_name]
callcenter_config tier list
callcenter_config queue load [queue_name]
callcenter_config queue unload [queue_name]
callcenter_config queue reload [queue_name]
callcenter_config queue list
callcenter_config queue list agents [queue_name] [status] [state]
callcenter_config queue list members [queue_name]
callcenter_config queue list tiers [queue_name]
callcenter_config queue count
callcenter_config queue count agents [queue_name] [status] [state]
callcenter_config queue count members [queue_name]
callcenter_config queue count tiers [queue_name]

FreeSWITCH mod_callcenter 整理