[OpenSIPS-Users] Questions on Call Center

[Pat Burke]

Thanks for the answers Bogdan,

For question #2, is there a way to rtpproxy to play messages for call center?  The parameters want a uri.  How do you provide a uri for rtpproxy?

Regards,
Pat Burke



______________________________________________________________________________________
Direct: (402) 403-5121   |   Cell: (402) 443-8929  |   Email: pat at voxtelesys.com
1801 23rd Avenue North   |  Suite 217    |  Fargo, North Dakota 58102


-----Original Message-----
From: "Bogdan-Andrei Iancu" <bogdan at opensips.org>
To: "OpenSIPS users mailling list" <users at lists.opensips.org>, "Pat Burke" <pat at voxtelesys.com>
Date: 04/12/17 08:42
Subject: Re: [OpenSIPS-Users] Questions on Call Center

Hi Pat,

1) no, you cannot do this - each time there is a new call (from the queue) to be sent to the agent, it will be like a completely new incoming call.

2) I sure I understand the question - you want the use rtpproxy to play the media (announcements in the call center scenario) ??

3) no, there is not.

Best regards,

Bogdan-Andrei Iancu   OpenSIPS Founder and Developer   http://www.opensips-solutions.comOpenSIPS Summit May 2017 Amsterdam   http://www.opensips.org/events/Summit-2017Amsterdam.html
On 04/10/2017 08:07 PM, Pat Burke wrote:

Hello,

I am looking at utilizing the call center module and have a few question.


1) Put agent on hold - play prompt.  From what I can tell, it looks like when a call come in from a customer and a matching agent is found, the agent is called and the two calls are bridged.  Is there a way to have the agent "On-Hold" (optionally playing a prerecorded message) until a call is received from a customer?  Then after the call is complete, the agent is put back on hold.


2) RTPProxy URL.  Is there a way to specify a url for rtpproxy that will specify a certain file? I know you can use rtpproxy_stream2uas to specify a file to play, but can I configure rtpproxy through just a url to play file.  Or will rtpproxy not work for providing the media to the call center module?


3) Coach mode.  Is there a way to bring a "coach"?  The "coach" could have three modes: 1) Listen only (both customer and agent), 2) Listen (both customer and agent) and speak to agent, 3) Listen and speak to customer and agent (3 way call).


Regards,
Pat Burke



______________________________________________________________________________________
Direct: (402) 403-5121   |   Cell: (402) 443-8929  |   Email: pat at voxtelesys.com
1801 23rd Avenue North   |  Suite 217    |  Fargo, North Dakota 58102



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