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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