呼叫中心方案设计
freeswitch教程比较零散,放了几篇整理好的教程,可自行查看阅读,由于我们近需要一个呼叫中心,与我们的crm结合,所以我们暂时只需要明白一下概念就行了
我们可以联想下以下问题
- 比如我们有A公司,B公司,AB公司的数据肯定都相互独立,对应freeswitch里的域,也就是domian,公司里的部门对应组的概念group
- 然后一个公司里有1,2,3号坐席,对应freeswitch里directory里模块,也就是我们的sip坐席
- 然后1号坐席需要拨打一个外部电话如176xxxx,xxxx,freeswitch需要中转到三大运营商sip网关,具体走哪个号码外呼出去,就是freeswitch里的路由规则
对应dialplan里extension - 然后要外呼走的线路,需要我们提前注册到freeswitch的网关上,然后通过网关外呼出去,这就是一通正常的电话了 图如下
digraph {
"公司" -> "坐席"->"路由"->"网关"
}
freeswitch与业务集成
freeswitch默认是使用xml文件配置,比如我们需要增加sip坐席,不可能登陆上服务器手动添加xml文件,所以我们将xml文件通过xml_curl模块,与freeswhitch对接
公司坐席管理通过我们业务下发给freeswitch,自带的路由模块太死板,我们系统外呼路由通过esl去控制,外呼线路通过xml去下发。
基本的功能梳理清楚了,下面我们把xml以及esl打开重新编译
vim ~/work/freeswitch/freeswitch/modules.conf
#xml_int/mod_xml_curl -> xml_int/mod_xml_curl
#database/mod_mariadb -> database/mod_mariadb
mod_xml_curl支持以下4个模块的配置
- dialplan 呼叫路由
- directory注册用户配置
- configuration 核心配置
- phrases 开启后重新编译freeswitch,安装成功后mod下面会出现mod_xml_curl.so
root@node1:~# ls /usr/local/freeswitch/mod/mod_xml_curl.so
/usr/local/freeswitch/mod/mod_xml_curl.so
然后启用mod_xml_curl模块
root@node1:~# vim /usr/local/freeswitch/conf/autoload_configs/modules.conf.xml
开启 <load module="mod_xml_curl"/>
修改mod_xml_curl 获取http配置地址,我们目前仅配置directory
cat /usr/local/freeswitch/conf/autoload_configs/xml_curl.conf.xml
<configuration name="xml_curl.conf" description="cURL XML Gateway">
<bindings>
<binding name="example">
<param name="gateway-url" value="http://192.168.31.229:8081/fs_xml_config" bindings="directory" />
<param name="method" value="POST"/>
重点添加gateway-url,请求方法为post,http(s)地址为自定义http server地址,freeswitch需要配置的时候会请求该地址
详细地址：官网文档
2.fsxml通过http配置directory
由于没找到具体的官方xml_curl请求参数响应内容的文档,找了个gui通过抓包的形式抓取了一份,本章将通过配置directory下的domain,group,users带大家
详细了解下这一块的配置,我们先配置最简单的便于调试,关闭sofia_sip模块里多余的配置,仅开启了internal.xml,
动态配置sofia_sip为xml_curl模块里的configuration模块,后续章节讲解
root@node1:/usr/local/freeswitch/conf/sip_profiles# ls
external external.xml.bak internal.xml
下面我们启动我们的httpserver,看下freeswitch的请求,具体的请求如下,我们重点关注以下字段即可
- "profile":"internal"
- "purpose":"gateways",
- "section":"directory",
- "tag_name":""
2023/12/13 01:45:16 {"Core-UUID":"12b9d16b-03d5-4fea-8c30-c2e84d4db6a2","Event-Calling-File":"sofia.c","Event-Calling-Function":"launch_sofia_worker_thread","Event-Calling-Line-Number":"3073","Event-Date-GMT":"Tue, 12 Dec 2023 17:45:16 GMT","Event-Date-Local":"2023-12-13 01:45:16","Event-Date-Timestamp":"1702403116162385","Event-Name":"REQUEST_PARAMS","Event-Sequence":"34","FreeSWITCH-Hostname":"node1","FreeSWITCH-IPv4":"192.168.31.49","FreeSWITCH-IPv6":"::1","FreeSWITCH-Switchname":"node1","hostname":"node1","key_name":"","key_value":"","profile":"internal","purpose":"gateways","section":"directory","tag_name":""}
2023/12/13 01:45:18 {"Core-UUID":"12b9d16b-03d5-4fea-8c30-c2e84d4db6a2","Event-Calling-File":"switch_core.c","Event-Calling-Function":"switch_load_network_lists","Event-Calling-Line-Number":"1638","Event-Date-GMT":"Tue, 12 Dec 2023 17:45:18 GMT","Event-Date-Local":"2023-12-13 01:45:18","Event-Date-Timestamp":"1702403118276339","Event-Name":"GENERAL","Event-Sequence":"541","FreeSWITCH-Hostname":"node1","FreeSWITCH-IPv4":"192.168.31.49","FreeSWITCH-IPv6":"::1","FreeSWITCH-Switchname":"node1","domain":"192.168.31.49","hostname":"node1","key_name":"name","key_value":"192.168.31.49","purpose":"network-list","section":"directory","tag_name":"domain"}