This set of instructions are meant to serve as the manual instructions for integrating OpenACD and sipXecs on your own. OpenACD is integrated into sipXecs 4.4 and instructions can be found in OpenACD Setup. For an overview see OpenACD.
For simplicity I've not configured domain name resolution of sip addresses (i.e. DNS does not have SRV records) so in my example i use either hostname or FQDN, never the domain name.
The version of FreeSWITCH 1.0.5 rpms that are available for download with sipXecs 4.2 do not have correct code. Unofficial tests have shown you can download and install the FreeSWITCH 1.0.7 rpms from the sipXecs 4.4 download directory into a 4.2 system and it seems to work.
Enable module in FreeSWITCH
/etc/sipxpbx/freeswitch/modules.conf.xml.vm and enable the erlang module by adding this XML element
then hitting apply button on media services settings page.
Install and start OpenACD
There no rpm at the moment, but you can download and build OpenACD fairly easily.
Create FreeSWITCH to OpenACD queue mapping
You need to edit the FreeSWITCH dial plans to answer incoming calls to sales queue and to trigger communication to openacd server there's a call for processing.
Edit FreeSWITCH dial plan template
Open the sipXecs-FreeSWITCH velocity template file /etc/sipxpbx/freeswitch/default_context.xml.vm with the following block: