callcenter坐席监控
我们在使用freeswitch-mod-callcenter作为呼叫中心时候，难免需要对坐席的状态、queue状况进行监控。
监听esl-callcenter::info 事件, 查看callcenter的event，来关注callcenter的坐席情况。
1：针对每个坐席进行状态监控
使用esl方式，进行event监听
监听custom 坐席状态变更
agent-status-change
When an agent's Status changes, this event is generated with the agent's new Status.
Event-Subclass: callcenter::info
Event-Name: CUSTOM
CC-Agent: 1000@default
CC-Action: agent-status-change
CC-Agent-Status: Available
2: offering事件接收-agent收到来电
Every time a caller is presented to an agent (before he answers), this event is generated.
Event-Subclass: callcenter::info
Event-Name: CUSTOM
CC-Queue: support@default
CC-Agent: AgentNameHere
CC-Action: agent-offering
CC-Agent-System: single_box
CC-Member-UUID: 453324f8-3424-4322-4242362fd23d
CC-Member-Session-UUID: 600165a4-f748-11df-afdd-b386769690cd
CC-Member-CID-Name: CHOUINARD MO
CC-Member-CID-Number: 4385551212
3: bridge-agent-start， 坐席接听
bridge-agent-start
When an agent is connected, this event is generated. NOTE: the channel variables, including, for example, Event-Date-Timestamp are present as well as the callcenter values.
Event-Subclass: callcenter::info
Event-Name: CUSTOM
CC-Queue: support@default
CC-Action: bridge-agent-start
CC-Agent: AgentNameHere
CC-Agent-System: single_box
CC-Agent-UUID: 7acfecd3-ab50-470b-8875-d37aba0429ba
CC-Agent-Called-Time: 10000
CC-Agent-Answered-Time: 10009
CC-Member-Joined-Time: 9000
CC-Member-UUID: 453324f8-3424-4322-4242362fd23d
CC-Member-Session-UUID: c6360976-231c-43c6-bda7-7ac4c7d1c125
CC-Member-CID-Name: Their Name
CC-Member-CID-Number: 555-555-5555
4：坐席挂断
bridge-agent-end
When an agent is disconnected, this event is generated. NOTE: the channel variables, including, for example, Event-Date-Timestamp are present as well as the callcenter values.
Event-Subclass: callcenter::info
Event-Name: CUSTOM
CC-Queue: support@default
CC-Action: bridge-agent-end
CC-Agent: AgentNameHere
CC-Agent-System: single_box
CC-Agent-UUID: 7acfecd3-ab50-470b-8875-d37aba0429ba
CC-Agent-Called-Time: 10000
CC-Agent-Answered-Time: 10009
CC-Bridge-Terminated-Time: 10500
CC-Member-Joined-Time: 9000
CC-Member-UUID: 453324f8-3424-4322-4242362fd23d
CC-Member-Session-UUID: c6360976-231c-43c6-bda7-7ac4c7d1c125
CC-Member-CID-Name: Their Name
CC-Member-CID-Number: 555-555-5555
5：接听失败
bridge-agent-fail
When an agent originate fail, this event is generated. NOTE: the channel variables, including, for example, Event-Date-Timestamp are present as well as the callcenter values.
Event-Subclass: callcenter::info
Event-Name: CUSTOM
CC-Queue: support@default
CC-Action: bridge-agent-fail
CC-Hangup-Cause: CHECK FS HANGUP CAUSE
CC-Agent: AgentNameHere
CC-Agent-System: single_box
CC-Member-UUID: 453324f8-3424-4322-4242362fd23d
CC-Member-Session-UUID: c6360976-231c-43c6-bda7-7ac4c7d1c125
CC-Member-CID-Name: Their Name
CC-Member-CID-Number: 555-555-5555
6：队列监控，进入队列
member-queue-start
Joining the queue triggers this event, allowing you to track when callers enter the queue.
Event-Subclass: callcenter::info
Event-Name: CUSTOM
CC-Queue: support@default
CC-Action: member-queue-start
CC-Member-UUID: 453324f8-3424-4322-4242362fd23d
CC-Member-Session-UUID: b77c49c2-a732-11df-9438-e7d9456f8886
CC-Member-CID-Name: CHOUINARD MO
CC-Member-CID-Number: 4385551212
7：离开队列
member-queue-end
This is generated when a caller leaves the queue. Different lengths of queue-specific times are reported in seconds. There are two values for CC-Cause: 'Terminated' and 'Cancel'.
'Terminated' means the call ended after talking to an agent. Here is an example:
Event-Subclass: callcenter::info
Event-Name: CUSTOM
CC-Queue: support@default
CC-Action: member-queue-end
CC-Hangup-Cause: CHECK FS HANGUP CAUSE
CC-Cause: Terminated
CC-Agent-Called-Time: 10000
CC-Agent-Answered-Time: 10009
CC-Member-Joined-Time: 9000
CC-Member-Leaving-Time: 10100
CC-Member-UUID: 453324f8-3424-4322-4242362fd23d
CC-Member-Session-UUID: b77c49c2-a732-11df-9438-e7d9456f8886
CC-Member-CID-Name: CHOUINARD MO
CC-Member-CID-Number: 4385551212