Sounds like you could benefit from some custom AGI programming, although it won't be very complicated. But I don't know that there's a business rules engine that does exactly what you're looking for right out of the box.
On Thu, 6 Dec 2007, Jay Moore wrote: > Not sure if my original message made it through. Going to try this > again. :) > > ------- > > Greetings, List. > > I would like to implement a procedure in my call center but am not sure > the best way to implement it. I'm hoping I can describe it here and > that I'll receive some feedback and/or suggestions on how to proceed. > > Here's my situation: > > My call center fields calls regarding internet access issues for local > apartment complexes and businesses. Most of the time, we get a few > calls here and there from new tenants unsure how to set up their > connection. Every so often, however, there will be some sort of issue > (ISP going down, router crashing, etc...) that will leave all users > without internet access. When this happens, we get a flood of calls and > the girls in my call center can quickly become overwhelmed. > > What I'd like to do is set up a system whereby incoming calls during a > known outage are instead redirected to a recording explaining the issue > and the option to have the caller leave a message (a la voicemail). All > calls come down our T1 and we are able to identify the incoming account > based on its DID. We would need to do this on a per-account basis. My > girls would also need to have the ability to toggle on/off the > redirection as well as record a message for the caller to hear -- at a > moment's notice. > > Since my girls only field the calls and don't do any actual support (I > do that), it'd be ideal if my VM indicator would also let me know if any > callers left messages during a known outage. Again, this would be > ideal, but most certainly not necessary. > > So, what say you list? Any suggestions on the most efficient way to do > this? I am quite familiar with PHP and not adverse to writing a script > to do this for me (I suspect I will have to anyway), but don't wish to > reinvent the wheel if something like this already exists. > > Thanks in advance, > Jay > > _______________________________________________ > --Bandwidth and Colocation Provided by http://www.api-digital.com-- > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > -- Alex Balashov Evariste Systems Web : http://www.evaristesys.com/ Tel : +1-678-954-0670 Direct : +1-678-954-0671 _______________________________________________ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
