Rob, At this point, the phone support has not been implemented yet. It will be by mid to end of February. Details will need to worked out, but for a branded service, each company will most likely have their own DID or we could use CID lookup to see who the end user's vendor is (as long as they are calling from a number registered in the lookup) and answer the phone accordingly. You could also add an option to your IVR and send the call to us over VoIP with your company name pre-pended to enable us to greet the user properly. Rates will be determined by a tiered system. Basic configs would not cost as much as troubleshooting an involved echo issue or something (skill set). Everything will be based on time and increments have not been established yet. Either incremements of 1/2 hour or maybe even 1/4 is what I have been thinking. The main issues we are working on now are the backed for sharing customer history without allowing Gurus access to specific login details. If SSH is the accesss method used, we want all SSH connections to go through our server for a couple of reasons. First, we hide the actual login credentials and keys from the Guru and second, we log the SSH session to see what was done exactly. We also need a web interface for customers to list their user's and system details so our techs can have knowledge of the setup before trying to help the user as well as giving you, the customer, the ability to check the status and resolution of helpdesk calls. We need to draw up concrete NDA and Non-Compete contracts to assure our customers that we will never ever try to take their customers and if it were to happen, there would be an enforceable contract to come back at us with. We are in process of finding different level techs that have good knowledge and customer service skills and finally the accounting piece of the puzzle. There is quite a bit of work to be done in order to do this right. Thanks, Steve
-----Original Message-----
From: Robert Roach
Sent: Fri 1/27/2006 1:15 PM
To: Commercial and Business-Oriented Asterisk Discussion
Cc:
Subject: Re: [asterisk-biz] Open Proposal
Hi Steve,
I might have missed something, but can you clarify who's
customers are actually calling the help desk? Or, more directly, would
I be able to use your service as a help desk for my own customers? If
so, how are the rates determined? If not, are you planning to make it
available in the future?
Thanks,
Rob
On 1/27/06, Steve Totaro < [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]> > wrote:
Hello,
Anyone interested in being part of Asterisk Helpdesk's
telephone support
network, please visit
http://www.asteriskhelpdesk.com/cgi-bin/astlance/project.cgi?id=11371607
08 and place a bid.
<<winmail.dat>>
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