mod_callcenter callcenter.conf.xml 范例 odbc-dsn

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1 mod_callcenter 本文英文部分是来自 中文部分是通过分析 mod_callcenter.c 的代码根据个人 的理解整理而成 关于作者 鼎鼎 qq: 本文会不定期更新, 最新版本在 配置 callcenter.conf.xml 范例 <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 <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.${calle <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" </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 配置详解 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 数据源, 需要配置这个参数

2 1. 使用 odbc.ini 配置的数据源 :dsn:user:pass 或者 dns 2. 不配置数据源直接连接方法 :odbc://driver=driver;server=host;uid=username;pwd=password;database=db;option= driver( 驱 动,windows 系统在 ODBC 数据源可以看到如 MySQL ODBC 5.3 Unicode Driver,linux 系统 odbcinst.ini 里面配置 ),host( 数据库主机 IP, 本机 : localhost),username( 数据库用户名 ),password( 数据库密码 ),db( 数据库名 ) 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 数据库时, 用来设置 SQLite 数据库文件路径 如果 odbc-dsn 和 dbname 都不设置, 会使用 SQLite 数据库, 默认路径是.\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. 这个参数的作用是在呼叫坐席之前把 agents.state 设置为 Reserved 默认值是 false, 就是不启动这个功能 truncate-tiers-on-load If defined to true, we'll delete all the agents when the module is loaded. false by default. 默认 false, 设置 true 时,load 的时候清空数据库里的 tiers 表 truncate-agents-on-load If defined to true, we'll delete all the tiers when the module is loaded. false by default. 默认 false, 设置 true 时 load 的时候清空数据量里的 agetns 表 queues 配置详解 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.( 全响 ) 全部坐席响铃 longest-idle-agent: Rings the agent who has been idle the longest taking into account tier level.( 空闲时间 ) 下面是 longest-idle-agent 模式派话使用的 SQL, 通过分析下面的 SQL, 可以看出是根据 tiers.level, agents.last_bridge_end, tiers.position 这 3 个参数来排序的 last_bridge_end 是坐席最后通话结束时间 SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time round-robin: Rings the agent in position but remember last tried agent.( 循环 ) 下面是 round-robin 模式派话使用的 SQL, 通过分析下面的 SQL, 可以看出是按照 tiers_level 从小到大, tiers_position 从小到 大,agents_last_offered_call 从小到大循环分配坐席的 agents.last_offered_call 是最近一次呼叫坐席的时间 SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time top-down: Rings the agent in order position starting from 1 for every member.( 指定开始位置 ) 通道变量 cc_last_agent_tier_level 和 cc_last_agent_tier_position 默认值为 0. 查找座席的排序算法为, 先查找 level 等于 cc_last_agent_tier_level,position 大于 cc_last_agent_tier_position 的坐席, 然后按照 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

3 agent-with-least-talk-time: Rings the agent with least talk time.( 通话时间 ) 按照 tiers.level, agents.talk_time, tiers.position 排序坐席 agents.talk_time 是坐席的通话时间 启动或者坐席签入时 agents.talk_time 会复位为 0. SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time agent-with-fewest-calls: Rings the agent with fewest calls.( 通话次数 ) 按照 tiers.level, agents.calls_answered, tiers.position 排序坐席 agents.calls_answered 是坐席的通话次数 启动或者坐席签入时 agents.calls_answered 会复位为 0. sequentially-by-agent-order: Rings agents sequentially by tier & order.( 顺序 ) 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.sta random: Rings agents in random order.( 随机 ) 按照 tiers.level 顺序然后随机排序 如果连接 mysql 数据库,mod_callcenter. 源代码需要修改一下 2550 sql_order_by = switch_mprintf("level, random()"); 修改为 2550 sql_order_by = switch_mprintf("level, rand()"); 派话 SQL SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.sta 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).( 渐进 ) 按照 tiers.level 和 tiers.position 排序坐席 每 ring_progressively_delay 秒, 增加分配一个坐席 派话 SQL SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.sta 默认值 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: 1. A direct path to a.wav file will play in a loop indefinitely. 2. The local stream, e.g. (localstream://moh) or use $${holdmusic as defined in the default configuration. 3. The FreeSWITCH phrase system, e.g., (phrase:my-special-phrase). (I use this to play multiple prompts after each other.) 4. A tone stream as with ringing, e.g., (tone_stream://${us-ring;loops=-1). 等待音乐, 通道变量 cc_moh_override 可以覆盖这个设置

4 announce-sound 坐席没接听之前周期性播放的通知声音, 比如 ( 现在是电话高峰期, 请你耐心等待 ) announce-frequency announce-sound 的播放周期, 单位秒 注意播放声音文件的时间也包含在内 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). 默认值 queue 为 queue 时, 数据库 members.base_score 值是进入队列的时间 +cc_base_score 为 system 时 members.base_score 值是应答时间 +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 等于 ring-progressively 时, 增加坐席间隔 默认 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. 是否启动 tier 规则, 默认值 False 启动等级规则后, 需要等待一定时间后, 才会分配高等级的坐席 下面是 mod_callcenter.c 的实现代码 /* 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_epo cbt->tier = atoi(agent_tier_level); cbt->tier_agent_available = 0;

5 /* 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_ep 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-multiplylevel 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 tierorder and no advancement (in terms of waiting) to another tier is made. 等待时间 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 tierrule-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. 为 True 时, 等待时间大于 tier-rule-wait-second * tier.level 才会分配下一个等级的坐席 为 False 时, 等待时间大于 tier-rule-wait-second 才 会分配下一个等级的坐席 默认值 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 等级没有坐席是不用等待 默认值 :False discard-abandoned-after The number of seconds before we completely remove an abandoned member from the queue. When used in conjunction with abandoned-resumeallowed, callers can come back into a queue and resume their previous position. 未被坐席接通的排队信息保存时间, 默认值 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'. 根据 calleridnumber 恢复之前的排队信息, 默认 False 详解 : 如果上一次加入对列, 未被坐席接听就挂断了, 再次呼叫时可以恢复上次的排队信息, 被更优先的分配到坐席 discard-abandoned-after 之前 的信息是不能恢复的 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 voic if wait time is too long. 最大等待时间, 单位秒 默认值 0, 就是禁用这个设置 例如, 超过 3 分钟没坐席接听可以转到 IVR 或者语音信箱 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.

6 队列为空时的最大等待时间 单位秒, 默认值 0, 就是禁用这个设置 什么是队列为空 : 队列没有坐席状态 (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 不为 0 时这个值才有效, 最小的等待时间 为 max-wait-time-with-no-agent+max-wait-time-with-no-agent-time-reached, 默认值 5 设置 0 就是禁用这个设置 参数作用 : 为了解决加入队列时, 队列就为空时 queue->last_agent_exist 为 0,queue->last_agent_exist_check - queue->last_agent_exist 无法计 算队列空闲时间, 进行第二次判段, queue->last_agent_exist_check - m->t_member_called 的结果是加入队列总共时间, 当加入队列总时间大 于 max-wait-time-with-no-agent+max-wait-time-with-no-agent-time-reached, 就离开队列 /* 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 w 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 <= /* 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-> switch_log_printf(switch_channel_session_log(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' r 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' reach 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 如果坐席不应答次数超过 max-no-answer(agent 中设置 ), 则设置坐席的状态为 agent-no-answer-status 的值 默认值 On Break 其他值请参考 Agent Status skip-agents-with-external-calls 跳过有外部呼叫的座席, 默认值 true 意思就是如果一个坐席在呼出电话, 或者接听不是 mod_callcenter 分配的电话时, 是否跳过它, 不分配话务给这 个坐席 仅仅设置这个参数, 还是实现不了上面说的功能的, 还需要 callcenter_track 这个 app 配合才可以 比如 1001 坐席呼出时先执行一 下 callcenter_track <action application="callcenter_track" data="1001@default"/> <action application="bridge" data="sofia/external/138xxxxxxxxx@sipserver"/> Agent 配置详解 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

7 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.( 签出 ) Available Available (On Demand) Ready to receive queue calls. 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) 的区别 : Available 接完一个电话后 Agent State 会设置为 Waiting,Available (On Demand) 接完一个电话后 Agent State 会设置为 Idle Agent State: String Idle Waiting Description Does nothing, no calls are given. Ready to receive calls. Receiving A queue call is currently being offered to the agent.( 振铃 / 呼叫 ) In a queue call Currently on a queue call.( 通话 ) Idle 和 Waiting 的区别 :Idle 坐席空闲中, 但是不会分配话务 Waiting 坐席空闲中, 正在等待分配话务 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'. ( 请参考 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.( 请参 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.( 请参考 busy-delay-time) name Agent name type

8 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. 1. 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'. 2. 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 分机 :user/1000, 外线电话 :sofia/gateway/gatewayname/138xxxxxxxx 可以通过变量设置呼叫参数比如呼叫超时主叫号码 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. 坐席签入状态, 参考 Agent Status max-no-answer If the agent fails to answer calls this number of times, his status is changed to On Break automatically. 连续 max-no-answer 次呼叫坐席超时, 就设置坐席状态为 agent-no-answer-status(queues 中设置, 默认是 On Break) 默认值 0, 就是不启动这个功能 注意 : 只有呼叫超时才是不应答, 用户拒接, 用户忙, 用户未注册等原因导致的呼叫失败不属于 no-answer 具体可以参考下面源代码 : 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_ca 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);

9 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 o 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. 话后处理时间, 也就是坐席接完一个电话后,wrap-up-time 秒内不在分配话务给这个坐席 reject-delay-time If the agent presses the reject button on her phone, wait this defined time amount. 用户拒接时,reject-delay-time 秒内不再呼叫这个坐席 只有 switchivroriginate 返回 SWITCH_CAUSECALLREJECTED(sip 消息 603) 才是用户拒接 busy-delay-time If the agent is on Do Not Disturb, wait this defined time before trying him again. 用户忙时,busy-delay-time 秒内不再呼叫这个坐席 只有 switchivroriginate 返回 SWITCHCAUSENORMALCIRCUITCONGESTION(sip 消息 503) 和 SWITCHCAUSEUSER_BUSY(sip 消息 486), 才是用户 用户忙 no-answer-delay-time If the agent does not answer the call, wait this defined time before trying him again. 呼叫坐席超时时,no-answer-delay-time 秒内不再呼叫这个坐席 可以参考 max-no-answer 的说明 通道变量 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"/>

10 <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. * *ccoutboundcidnameprefix 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) *

11 APP API callcenter callcenter_track callcenter_config agent add [name] [type] callcenter_config agent del [name] callcenter_config agent reload [name] callcenterconfig agent set status [agentname] [status] callcenterconfig agent set state [agentname] [state] callcenterconfig agent set contact [agentname] [contact] callcenterconfig agent set readytime [agent_name] [wait till epoch] callcenterconfig agent set rejectdelaytime [agentname] [wait second] callcenterconfig agent set busydelaytime [agentname] [wait second] callcenterconfig agent set noanswer_delaytime [agentname] [wait second] callcenterconfig agent get status [agentname] callcenterconfig agent get state [agentname] callcenterconfig agent get uuid [agentname] callcenterconfig agent list [[agentname]] callcenterconfig tier add [queuename] [agent_name] [[level]] [[position]] callcenterconfig tier set state [queuename] [agent_name] [state] callcenterconfig tier set level [queuename] [agent_name] [level] callcenterconfig tier set position [queuename] [agent_name] [position] callcenterconfig tier del [queuename] [agent_name] callcenterconfig tier reload [queuename] [agent_name] callcenter_config tier list callcenterconfig queue load [queuename] callcenterconfig queue unload [queuename] callcenterconfig queue reload [queuename] callcenter_config queue list callcenterconfig queue list agents [queuename] [status] [state] callcenterconfig queue list members [queuename] callcenterconfig queue list tiers [queuename] callcenter_config queue count callcenterconfig queue count agents [queuename] [status] [state] callcenterconfig queue count members [queuename] callcenterconfig queue count tiers [queuename]

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