Asterisk World, Thursday, January 30, 2014 ITEXPO EAST 2014 Miami USA Speaker: Eduardo Sellanes

1. Eduardo Sellanes
January 28–31, 2014 | Miami Beach Convention Center

2. ECCP?
Elastix Call Center Protocol
Protocol developed by Elastix for the community

3. Goal?
•
Allow client applications to communicate easily with a
Call Center Server.
•
Provide scalability and organization.
•
Send asynchronous events.

4. What do we need?
Elastix
•
Download from www.elastix.org

5. Elastix…?
•
Elastix is an Open Source Software to establish Unified
Communications
It’s Free !!

6. Asterisk World Pavilion

7. What else do we need?
CallCenter Addon
•
Installable from the Elastix Market Place
•
> v2.0.0-14
It’s Free also !!

8. Install with a click

9. ECCP Architecture
CLIENT
APPLICATIONs
ECCP
SERVER
CLIENT
APPLICATIONs
CLIENT
APPLICATIONs

10. ECCP Architecture
ECCP
SERVER
dialerd
Main service is called „dialerd‟

11. ECCP Architecture
dialerd
→ /opt/elastix/dialer/dialerd
• daemon doesn‟t execute as root user
[root@localhost
[root@localhost
[root@localhost
[root@localhost
[root@localhost
dialer]#
dialer]#
dialer]#
dialer]# cd /opt/elastix/dialer/
dialer]# ./dialerd start
SECURITY WARNING: Sorry, I STRONGLY OBJECT to run as root.
This program requires only network access and therefore does not require root
privileges.
[root@localhost dialer]#

12. ECCP Architecture
Start/Stop from Elastix Dashboard

13. ECCP Architecture
ECCP
SERVER
20005
dialerd
Server is listening on port 20005
CLIENT
APPLICATIONs

14. ECCP Architecture
libs
ECCP SERVER
dialerd
/opt/elastix/dialer/
php files

15. ECCP Architecture
dialerd libs
[root@localhost dialer]#
[root@localhost dialer]# ls *.php
AMIClientConn.class.php
ECCPConn.class.php
AMIEventProcess.class.php ECCPProcess.class.php
AbstractProcess.class.php ECCPServer.class.php
Agente.class.php
HubProcess.class.php
AppLogger.class.php
HubServer.class.php
CampaignProcess.class.php ListaAgentes.class.php
Campania.class.php
ListaLlamadas.class.php
ConfigDB.class.php
Llamada.class.php
[root@localhost dialer]#
[root@localhost dialer]#
MultiplexConn.class.php
MultiplexServer.class.php
Predictivo.class.php
TuberiaMensaje.class.php
TuberiaProcess.class.php
phpagi.php

16. ECCP Architecture
CallCenter Database
ECCP SERVER
dialerd

17. ECCP Architecture
Configuration file:
→ /opt/elastix/dialer/dialerd.conf
[database]
# Credenciales para base de datos call_center
dbhost=localhost
dbuser=asterisk
dbpass=asterisk
(Credentials for database "call_center”)

18. ECCP Architecture
Asterisk - AMI
ECCP SERVER
dialerd

19. ECCP Architecture

20. ECCP Architecture
Logs files
ECCP SERVER
dialerd

21. ECCP Architecture
Logs file:
→ /opt/elastix/dialer/dialerd.log
logrotate configure file
→ /etc/logrotate.d/elastixdialer
dialerd.log.1
dialerd.log.2
..
dialerd.log.5

22. Protocol
Simple – plain text
Based on XML (elements and attributes)
<event>
<agentloggedin>
<agent>Agent/9000</agent>
<queues>
<queue>8001</queue>
<queue>8000</queue>
</queues>
</agentloggedin>
</event>

23. Protocol
Session oriented
Listen to multiple clients at the same time
•
•
•
Client login (user/secret), Server create session
Client logout, Server destroy session
Timeout (5minutes), Server destroy session

24. Protocol
Three kinds of information packets
•
Event
•
Request
•
Response
Each one is a well formed XML document

25. Protocol
Events
• Generated asynchronously from the server-side
<event>
…
</event>

26. Protocol
Events
<event>
<agentloggedin>
<agent>Agent/9000</agent>
<queues>
<queue>8001</queue>
<queue>8000</queue>
</queues>
</agentloggedin>
</event>

27. Protocol
Requests
Message sent from the client to the server
<request id="identificador">
...
</request>
id identify each request
id = ‘timestamp LINUX‘ ‘dot’ ‘6 char random number’
id = 1292899827.123456

28. Protocol
Responses
Server response based on a client's previous
requirement
<response id="identificador" >
...
</response>
response id is the same as request id

29. Protocol
Request - Responses
request id=“x"
CLIENT
APPLICATION
response id=“x"
response id=“x"
SERVER

30. Protocol
Request - Responses
<request id="1292899827.123456">
...
</request>
<response id="1292899827.123456">
...
</response>
<response id="1292899827.123456">
...
</response>

31. Protocol
Request - Responses
<request id="1292899827.123456">
<getagentstatus>
<agent_number>Agent/9000</agent_number>
</getagentstatus>
</request >
<response id="1292899827.123456">
<getagentstatus_response>
<status>offline</status>
</getagentstatus_response>
</response>

32. Protocol
Error Responses
<response id="identificador">
<failure>
<code>XXX</code>
<message>Error message</message>
</failure>
</response>
An error is a response with failure element

33. Protocol
Error type
Protocol Error:
< response id="identificador">
< failure >
<code>XXX</code>
<message>Error messages</message>
</ failure >
</ response >

34. Protocol
Error type
Error at processing time:
< response id="identificador">
< failure >
<request_response>
<code>XXX</code>
<message>Error
messages</message>
</request_response >
</ failure >
</ response >

35. Protocol
Error Samples
<response id="1292899827.123456">
<failure>
<code>401</code>
<message>Unauthorized</message>
</failure>
</response>
<response id="1292899827.123456">
<login_response>
<failure>
<code>401</code>
<message>Invalid username or
password
</message>
</failure>
</login_response >
</response>

36. Protocol
Complete list of requests-response-events-error :
→ /opt/elastix/dialer/Protocolo ECCP.txt
Source code
It’s OPENSOURCE !!
→ /opt/elastix/dialer/dialerd
→ /opt/elastix/dialer/*.php (libs)

37. Create agent login/logout application

38. Application
We need…
ECCP user/secret - server connection
Agent user/secret - queue login

39. Application
ECCP user/secret

40. Application
ECCP user/secret

41. Application
AGENT user/secret

42. Application
AGENT user/secret

43. Application
Login request
•
Authenticate a client application
•
Establish a session

44. Application
ECCP Login request :
<request id="1292899827.123456">
<login>
<username>userECCP</username>
<password>secretECCP</password>
</login>
</request>

45. Application
OK response :
<response id="1292899827.123456">
<login_response>
<success/>
<app_cookie>35d290884ef77a78cc6c0006b7e1d576</app_cookie>
</login_response>
</response>
Fail response :
<response id="1292899827.123456">
<login_response>
<failure>
<code>401</code>
<message>Invalid username or password</message>
</failure>
</login_response>
</response>

46. Application
AGENT Queue Login request :
<request id="1292899827.123456">
<loginagent>
<agent_number>Agent/9000</agent_number>
<agent_hash>XXXXXXXXXXXXXXXXXXXXXXXXX</agent_hash>
<extension>1064</extension>
</loginagent>
</request>
<response id="1292899827.123456">
<loginagent_response>
<status>logging</status>
</loginagent_response>
</response>

47. Application
app_cookie - agent_hash
login request
CLIENT
APPLICATION
CLIENT
APPLICATION
response “app_cookie”
loginagent request
agent_hash
SERVER
SERVER

48. Application
app_cookie - agent_hash
<response id="1292899827.123456">
<login_response>
<success/>
<app_cookie>35d290884ef77a78cc6c0006b7e1d576</app_cookie>
</login_response>
</response>
<request id="1292899827.123456">
<loginagent>
<agent_number>Agent/9000</agent_number>
<agent_hash>XXXXXXXXXXXXXXXXXXXXXXXXX</agent_hash>
<extension>1064</extension>
</loginagent>
</request>

49. Application
app_cookie - agent_hash
s = app_cookie + "Agent/9000" + "AgentSecret“
agent_hash = MD5(s)
+ implies concatenate

50. Application
AGENT Queue Logout request :
<request id="1292899827.123456">
<logoutagent>
<agent_number>Agent/9000</agent_number>
<agent_hash>XXXXXXXXXXXXXXXXXXXXXXXXX</agent_hash>
</logoutagent>
</request>
<response id="1292899827.123456">
< logoutagent_response>
<status>logged-out</status>
</logoutagent_response>
</response>

51. Application
ECCP Logout request :
<request id="1292899827.123456">
<logout></logout>
</request>
<response id="1292899827.123456">
<logout_response>
<success/>
</logout_response>
</response>

52. Do we have to parse XML every time?

53. The answer is …

54. NO, of course…

55. Elastix does it for us

56. ECCP.class
/var/www/html/modules/agent_console/libs/ECCP.class.php
It’s OPENSOURCE !!
Take a look, read it, use it

57. How we use it?
It‟s a class!!,
#!/usr/bin/php
<?php
require_once("libs/ECCP.class.php");
$obj = new ECCP();

58. #!/usr/bin/php
<?php
require_once("libs/ECCP.class.php");
$obj = new ECCP();
$host = “Elastix_Server_IP";
$eccp_user = "ECCP_user";
$eccp_pass = "ECCP_pass";
$agent = "Agent/9000";
$agent_pass = "secret";
$agent_extension = "2120";
print "Connecting.....n";
//try
$obj->connect($host, $eccp_user, $eccp_pass);
obj->setAgentNumber($agent);
obj->setAgentPass($eccp_pass);
$ag_obj = $obj->loginagent($agent_extension);
//check if login ok? Failure?
print "Disconnecting...n";
$obj->disconnect();
//error
?>

59. Download a complete example from:
http://elx.ec/eccpexample

60. What else?

62. Call Center PRO

63. Call Center PRO

64. Call Center PRO

66. Smart Assistant
Worldwide release
19th of February, 2014

67. -

68. disconnect()