Call Queueing: distributing calls based on API data

[geomat]

Hello,

I would like to ask if it is possible to distribute calls to agents based on data coming from an API endpoint either using the mod_callcenter or the mod_fifo plugins. I am asking this since I would like to implement an intelligent skill-based routing functionality where the API endpoint will return the agent list ordered by a score for a given inbound call.


Kind Regards,
George

 

[lenz]

This looks a lot like what an external ACD would do... but maybe at this point you could hust roll your own modulke and keep track of agent states.

 

[geomat]

Thank you @lenz. For example, to modify the mod_callcenter module?

 

[gflow]

I read on a freeswitch forum that somebody wrote a Lua script that dynamically created call queue's on the fly, maybe that's something you can look into.

 

[geomat]

Thank you @gflow. I think I read about this solution too. However, if I do this for every incoming call I believe I will have performance issues for call centers that have hundreds or even thousands of incoming calls per day.

 

[lenz]

Thank you @lenz. For example, to modify the mod_callcenter module?

I don't know, but what you mean is like a queue in itself. The point of a queue is controlling call distribution - you are basically lookinbg for a distribuited queue.

 

[geomat]

Thank you @lenz. I will further investigate and put any findings here.