I found this post about how to make changes in FreeSwitch and FusionPBX to have the Call Center queue announce the position in queue to the customer. The post form @TurabG got me thinking that it would be nice to tell you your position as soon as you enter the queue. This is his post: https://www.pbxforums.com/threads/t...call-center-queue-and-make-it-permanent.6921/
I played around and made a few changes. I hope some folks will find it useful.
1) I did not like the way it announced "Call number X" so I made a few recordings: using a similar AI voice. Zip file attached.
3) If you are the second or subsequent caller in queue, it says "You are caller X waiting to speak with a representative.
4) The position in queue announcement will play immediately after the queue entry main recording and then repeat at the interval you select.
5) My code below has the changes I added to create the callcenter-announce-position.lua originally posted in the thread. I have longer time between the announcements but it is user adjustable as outlined in the original post.
Here is my LUA code:
I played around and made a few changes. I hope some folks will find it useful.
1) I did not like the way it announced "Call number X" so I made a few recordings: using a similar AI voice. Zip file attached.
- "You are first in line"
- "You are caller"
- "Waiting to speak with a representative.
3) If you are the second or subsequent caller in queue, it says "You are caller X waiting to speak with a representative.
4) The position in queue announcement will play immediately after the queue entry main recording and then repeat at the interval you select.
5) My code below has the changes I added to create the callcenter-announce-position.lua originally posted in the thread. I have longer time between the announcements but it is user adjustable as outlined in the original post.
Here is my LUA code:
Code:
-- callcenter-announce-position.lua
-- Announce queue position to a member in a given mod_callcenter queue.
-- Arguments: caller uuid, queue_name, interval (in milliseconds).
api = freeswitch.API()
caller_uuid = argv[1]
queue_name = argv[2]
mseconds = argv[3]
if caller_uuid == nil or queue_name == nil or mseconds == nil then
return
end
function announce_position()
members = api:executeString("callcenter_config queue list members " .. queue_name)
pos = 1
exists = false
for line in members:gmatch("[^\r\n]+") do
if (string.find(line, "Trying") ~= nil or string.find(line, "Waiting") ~= nil) then
if string.find(line, caller_uuid, 1, true) ~= nil then
exists = true
if pos == 1 then
api:executeString("uuid_broadcast " .. caller_uuid .. " misc/you_are_first.wav aleg")
api:executeString("uuid_broadcast " .. caller_uuid .. " misc/waiting_to_speak.wav aleg")
else
api:executeString("uuid_broadcast " .. caller_uuid .. " misc/your_call_is_number.wav aleg")
api:executeString("uuid_broadcast " .. caller_uuid .. " digits/" .. pos .. ".wav aleg")
api:executeString("uuid_broadcast " .. caller_uuid .. " misc/waiting_to_speak.wav aleg")
end
end
pos = pos + 1
end
end
return exists
end
-- First immediate announcement
freeswitch.msleep(750)
if not announce_position() then
return
end
-- Then repeat every mseconds
while (true) do
freeswitch.msleep(mseconds)
if not announce_position() then
return
end
end
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