PIVOT and ACDC Queue

[Sohilkumar Bhavsar]

Hello,

We are using Pivot for IVR and need to transfer user to appropriate queue based on DTMF selection.

We are sending following XML in Pivot response:

<?xml version="1.0" encoding="UTF-8"?><Response><Dial timeout="10"><Queue>support</Queue></Dial></Response>

But getting following error.

dialing into queue support, unsupported

I have also checked TwiML documentation and tried secondary verb Enqueue (https://www.twilio.com/docs/api/twiml/enqueue) but it is also not working.

Is anybody has used PIVOT with ACDC Queue?

We can do a workaround with Callflow for Queue Login with Dial TwiML primary verb but it will be good to know your thoughts.

Kind Regards,

Sohil Bhavsar.

[James Aimonetti]

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That's right, Queue isn't supported yet in the Pivot XML parser.

You could use the Kazoo JSON format and route to ACDc using the
callflow cf_acdc_member callflow action to send the caller into your
queue of choice.

- --
James Aimonetti
Lead Systems Architect / Impressionable Scallywag
"I thought I fixed that"

2600Hz | http://2600hz.com
sip:ja...@2600hz.com
tel:415.886.7905
irc:mc_ @ freenode
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[Sohilkumar Bhavsar]

Many thanks James.

It has saved a lot of important time in finding why it is not working.

I could not find the API guide for Kazoo JSON so had to use TwiML. Can you please suggest where can I find all supported Syntax of Kazoo JSON?

Also Is it possible to manually assign agent with the user who is waiting in particular queue? We want to implement skill based routing and have custom logic about which agent is best suited for particular call based on user's past conversations and history.

e.g. If James (Customer) have last talked with Sohil (Agent) then if Sohil is available then James' call will be routed to Sohil.

Kind Regards,

Sohil Bhavsar.

sip:...@2600hz.com

[James Aimonetti]

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https://github.com/2600hz/kazoo/blob/master/applications/pivot/doc/index
.md
is an intro

https://github.com/2600hz/kazoo/tree/master/applications/pivot/doc/kazoo
provides some basic samples.

https://github.com/2600hz/kazoo/tree/master/applications/crossbar/priv/c
ouchdb/schemas

Look for the callflows.SOMETHING.json; those are the schemas for some
of the callflow actions. You can always create the callflow in
KazooUI/MonsterUI and use the JSON generated as a guide for building
your own.

https://github.com/2600hz/kazoo-php-sdk/blob/master/docs/CallflowBuilder
/index.md

You can look at the PHP SDK, which has a callflow building classes
that should help guide you as well.

As for logic for assigning callers to agents directly; that would have
to be your own logic on the receiving end of the Pivot request. More
APIs are coming on Crossbar for presence lookups and other useful
things, but you could configure simple presence monitoring by adding
webhooks to be notified of when an agent goes on a call and hangs up.

Just some thoughts to get you going...

sip:ja...@2600hz.com

tel:415.886.7905
irc:mc_ @ freenode
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[Sohilkumar Bhavsar]

Many thanks James.

This will be really helpful and will be good enough to keep me busy for next few days.

It appears Kazoo JSON is more powerful then TwiML.

Also can you please confirm if Call Center module or "cb_queue" can be used in Production Environment or it is still in Beta phase?

Kind Regards,

Sohil Bhavsar.

sip:...@2600hz.com

[Sohilkumar Bhavsar]

James,

You mentioned earlier that more Crossbar APIs are coming, is there any update?

As for logic for assigning callers to agents directly; that would have 

to be your own logic on the receiving end of the Pivot request. More 

APIs are coming on Crossbar for presence lookups and other useful 

things, but you could configure simple presence monitoring by adding 

webhooks to be notified of when an agent goes on a call and hangs up. 

Also can you please suggest if Call Center module or "cb_queue" can be used in Production Environment?

Kind Regards

Sohil Bhavsar