下面的原文来自 [Freeswitch Users]的邮件列表，日期为2012年8月18日。
原文：
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
I am working on a Contact Center solution. It will support mail,chat and call queries.
The requirements are:
1. An end-customer calls, the call is handled by FreeSWITCH Auto Attendant.
2. Customer is presented with a menu and makes selection. His call is put on hold and an entry is made in my system’s database for incoming queries.
3. These queries are shown to agents handling calls.
4. And agent clicks on a query, he is shown an extension where call is parked. He dials that and is connected to the customer.
5. He talks to the customer and resolve his queries.
Please guide me on how can do it. The application will be written in Java.
翻译：
On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
我在一个做呼叫中心的项目中工作，该项目主要实现邮件、聊天和呼叫查询的功能。
需求如下：
1、 客户来电后，FreeSwitch作为自动话务台处理该路呼叫；
2、 客户通过菜单做出选择。他的呼叫将被保持，同时系统从数据库进行查询；
3、 查询结果将显示给客服人员；
4、 某一客服人员点击该条目，将显示正在保持中的线路。同时进行点击呼叫；
5、 客服人员和客户进行通话。
请教各位怎么通过JAVA实现上述功能？
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On 18 August 2012 Hector GeraldinoHector.Geraldino@ipsoft.com wrote:
In case you want to build your own queue instead of using mod_callcenter, you can:
1) playing a menu using the ivr application
2) after user selects an option, transfer the call to an extension that will send the control of the call to the java application (ESL in outbound socket mode)
3) java app inserts a record on the DB (with the call uuid), and parks the call (no valet parking, just park() )
4) your end-user app keeps polling the database, and shows the calls on hold
5) user clicks on the call record. This action sends a command to the java app that has control of the call (via RMI, sockets, HTTP, JMS, any communication method you choose). The message contains the call UUID and the extension of the user who clicked on the call record.
6) the java app receives the command, and performs a bridge between the call it is controlling and the extension received on the method call.All this is completely doable.
I myself have built an application to control service desk hotlines using FreeSWITCH + Java ESL client libraryhttp://wiki.freeswitch.org/wiki/Java_ESL_Client。
翻译：
On 18 August 2012 Hector GeraldinoHector.Geraldino@ipsoft.com wrote:
如果你不使用mod_callcenter模块，而要建立自己的队列，你可以这样做：
1） 使用 ivr 程序 播放语音菜单；
2） 用户选择某项后，转移当前通话到一个JAVA 应用程序（该程序通过 ESL IN OUTBOUND SOCKET 的模式和FreeSwitch进行交互）；
3） JAVA 应用程序在数据库中根据UUID 插入一条记录，同时PARK()当前通话；
4） 客服代表的应用程序不断轮询数据库，并且显示当前保持的通话；
5） 客服代表点击那条呼叫记录。这个动作将给 JAVA APP 发送一条命令。包括用户通话的UUID和客服代表的终端信息；
6） JAVA APP 接收到该命令后，执行 bridge 命令 ，将两路通话进行桥接。一切OK！
我已经使用 FreeSwitch + JAVA ESL 实现了一个桌面热线应用的程序。JAVA ESL 使用 可参考：http://wiki.freeswitch.org/wiki/Java_ESL_Client
[完毕]