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jmesquita at freeswitc...
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 Posted: Sat Sep 19, 2009 11:28 am Post subject: [Freeswitch-users] skill-based ACD |
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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 <andrew@hijacked.us> wrote:
| Quote: | On Thu, Sep 17, 2009 at 11:20:22AM -0700, Michael Collins wrote:
| Quote: | 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
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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
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R.Kloosterman at mtel.nl
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| Posted: Sun Sep 20, 2009 1:50 pm Post subject: [Freeswitch-users] skill-based ACD |
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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-bounces@lists.freeswitch.org
[mailto:freeswitch-users-bounces@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:
| Quote: | 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
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andrew at hijacked.us
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| Posted: Mon Sep 21, 2009 12:04 pm Post subject: [Freeswitch-users] skill-based ACD |
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On Sun, Sep 20, 2009 at 08:42:40PM +0200, Remko Kloosterman wrote:
| Quote: | 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
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R.Kloosterman at mtel.nl
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| Posted: Thu Sep 24, 2009 3:17 am Post subject: [Freeswitch-users] skill-based ACD |
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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-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@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.Kloosterman@mtel.nl (R.Kloosterman@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 |
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msc at freeswitch.org
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| Posted: Thu Sep 24, 2009 11:03 am Post subject: [Freeswitch-users] skill-based ACD |
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On Thu, Sep 24, 2009 at 1:09 AM, Remko Kloosterman <R.Kloosterman@mtel.nl (R.Kloosterman@mtel.nl)> wrote:
| Quote: |
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 |
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andrew at hijacked.us
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| Posted: Thu Sep 24, 2009 4:18 pm Post subject: [Freeswitch-users] skill-based ACD |
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On Thu, Sep 24, 2009 at 08:40:16AM -0700, msc wrote:
| Quote: | On Thu, Sep 24, 2009 at 1:09 AM, Remko Kloosterman <R.Kloosterman@mtel.nl>wrote:
| Quote: | 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
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