I see two problems with doing it this way.
One the agent is not paying attention and misses the announcement. Two we have
some queues that can have as many 800+ toll free numbers pointed at the same
queue. The agents need to be able to know which of the toll free numbers was
dialed. We do that in our current system by putting the last four digits of the
toll free on the phone display. With the below scenario it will not only have
to have a variable as to which account but also say out the digits of the last
four but only on certain accounts. That is possible I realize but messy.
I need a combination of the two scenarios.
AgentCallBackLogin so that I can have a phone display but AgentLogin so that
there is no Call Back and just presents the call. Unless I can come up with
something I’m guessing we are going to have to write some kind of program
that can do this instead.
Anyone have anything else to add? Thanks
From:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Junaid Uppal
Sent: Tuesday, May 09, 2006 2:57
AM
To: Asterisk Users Mailing List -
Non-Commercial Discussion
Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer
Hi Steve ,
I was actually looking forward for the same thing , do y ou have something like
this , as an example?
regards
Junaid Uppal
On 5/9/06, Steve
Totaro <[EMAIL PROTECTED]>
wrote:
Use an activex screenpop.
Thanks,
Steve Totaro
> -----Original Message-----
> From: Kevin Savoy [mailto:[EMAIL PROTECTED]]
> Sent: Monday, May 08, 2006 3:32 PM
> To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
> Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer
>
> This may be the way to go but not the best. Our agents frankly aren't
the
> brightest people and I can see them forgetting it as soon as it is
said to
> them, or they are not paying attention and missing the announcement
but it
> is something to look into. Thanks
>
> -----Original Message-----
> From: [EMAIL PROTECTED]
> [mailto:
[EMAIL PROTECTED]] On Behalf Of Time
Bandit
> Sent: Monday, May 08, 2006 2:23 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer
>
> > 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?
> When you send the caller to the queue, you can pass the name of the
> audio file to be played as the announcement to the agent when he gets
> the call. Maybe you could use that and pre-record the name of the
> customer, passing that audio file
>
> something like "exten =>
> 8000,n,Queue(8000|t||FilenameOfTheCustomerName|300)"
>
> maybe you could also use festival
>
> hth
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