RE: [Asterisk-Users] Call Center Phone with Auto Answer

Mon, 08 May 2006 11:30:39 -0700

Ok I can get this to work now the next problem is since the agent stays “off-hook” when a call is presented to them there is no indication of what call this is. Being an inbound call center we have 100’s of clients. 1,000’s of toll frees and DNIS. We use the Asterisk callerID function to assign a name to each call so that when the call is presented to the agent it displays which company the call is for. With AgentLogin all the agent gets is the number they dialed to log in. No idea which client this call is for. Any ideas there?

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Totaro
Sent: Monday, May 08, 2006 11:23 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

That is correct.  Just use IAX trunking and speex.  You will be fine.

 

Thanks,
Steve Totaro

 

From: Kevin Savoy [mailto:[EMAIL PROTECTED]
Sent: Monday, May 08, 2006 12:12 PM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Because we will have many of these phones in remote locations and we don’t want to be chewing up bandwidth with agents not on calls. Am I making the right assumption here that phones that are idle will not be taking up bandwidth where ones with MOH playing would be?

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Totaro
Sent: Monday, May 08, 2006 10:40 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

 

Why not just use AgentLogin and let them listen to music until a call comes in?

Thanks,
Steve Totaro

 

From: Kevin Savoy [mailto:[EMAIL PROTECTED]
Sent: Monday, May 08, 2006 11:27 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Correct. We have to hit the “answer” button. In a call center environment such as ours we don’t want to give the agents the option of not answering the call when they are logged in.

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Totaro
Sent: Monday, May 08, 2006 10:15 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Does the phone ring, just not auto-answer?

 

Thanks,
Steve Totaro

 

From: Kevin Savoy [mailto:[EMAIL PROTECTED]
Sent: Monday, May 08, 2006 10:17 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Firstly the auto-answer on both the 301 and 501 phone is set to on, but it doesn’t seem to have an effect. I’ll have to look into this _ALERT_INFO variable. Not much experience with it here.

Could you give me a dial plan example that would work? Here is what we have now.

 

exten=>3472,1,Answer()

exten=>3472,2,Wait(1)

exten=>3472,3,Playback(this-call-may-be-monitored-or-recorded)

exten=>3472,4,SetCallerID(ICS)

exten=>3472,5,Queue(ICS)

 

What can I add to this to make the phone auto-answer? Thanks

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Philippe Lindheimer
Sent: Friday, May 05, 2006 6:29 PM
To: [email protected]
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

I don't see any reason you can't use a polycom. You should be able to solve your problem multiple ways. You can simply put the default ring on the Polycom to autoanswer if that is the sole purpose, give it a second extension to be used in the queue that is programmed to autoanswer, as a couple of examples, or design your dialplan such that the appropriate _ALERT_INFO variable is set where the queue is concerned.

 

p

 


From: "Kevin Savoy" <[EMAIL PROTECTED]>
To: "'Asterisk Users Mailing List - Non-Commercial Discussion'"
<[email protected]>
Date: Fri, 5 May 2006 15:31:41 -0500
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

The problem with what is in wiki is that these calls are being sent to a
queue. There is no way to have the queue dial the preceding digit that I can
think of that would trigger this. In the example shown he has an 8 dialed
before the extension. How would I get Asterisk to dial an 8 before sending
the call to the logged in agent in the queue?

Thanks

-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Clark
Sent: Friday, May 05, 2006 2:55 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer

Kevin Savoy wrote:

> Can anyone recommend a phone to use in an inbound call center
> environment that has an auto answer feature? We don't want the agents
> having to acknowledge the call. The call should just activate on the
> headphones. We have tried Grandstream 2000, Polycom 301, 501 and 601.
> None of these support it.
>
My Polycom phones support auto-answer. This link should get you started.

http://www.voip-info.org/wiki-Polycom+auto-answer+config

Mike
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