Hello, I have many clients(from 10 to 300 seats) running VICIDIAL for call centers, both inbound and outbound(and blended).
I also have acouple clients that have over 100 agents using Asterisk Queues for inbound only. One of them wrote a little web page that integrated with their timeclock application that logs the agents in on Asterisk when they clock into the system. MATT--- On 3/5/08, Kev S <[EMAIL PROTECTED]> wrote: > I was going to ask the same thing today as i am looking for better and more > efficient ways to run a call centre using asterisk! > > Look forward to some responses. > > Kev > > > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Ade Vickers > Sent: Thursday, 6 March 2008 8:27 AM > To: 'Asterisk Users Mailing List - Non-Commercial Discussion' > Subject: [asterisk-users] Asterisk in the call center - how do you do it? > > Hi folks, > > If you are running a call centre (large or small) using Asterisk, I'd be > interested to know how you log your agents in & out: > > E.g. > > - Do you use AgentLogin (to force calls onto the agents, perhaps)? > - Do you still use AgentCallbackLogin? > - If you use AddQueueMember, are you > - running it through the agent's phones (i.e. in the dialplan)? > - through a manager interface & some software (homebrew or otherwise)? > - Do you allow agent hot-desking? > - if so, how do you determine which agent is logged in at which desk at > what time? > - how do you deal with authentication, or don't you bother? > > It'd also be useful if you could tell me what version of Asterisk you're > using. > > And, finally, a pure fishing expedition: > > - What kind of reporting (if any) do you currently get out of the Asterisk, > and are you happy with it? > > The reason I'm asking this stuff is because since 2003 I've been working on > an ACD reporting product for Nortel Meridians (and, more recently, Avaya and > Cisco systems, although that's all early days); and I'm thinking that as > Asterisk gains a toe-hold in the call centre market, there maybe a market > for this reporting tool for Asterisk users too. The only downside is I just > know that my client (who owns the IPR) will never allow the s/w to be > opensourced, or even available for free :( But I guess I shouldn't be too > unhappy, as it puts the bread & butter on my table too... > > All the above said - I should add that I'm a complete convert to Asterisk, & > use it daily (albeit at a fairly low & simplistic level), e.g. I've only > just got around to using a queue on my main POTS line, so I can login at any > of the 4 Asterisk boxes I use around Europe, without having horridly > complicated dialplans... > > Many thanks in advance for any responses, > Ade. > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: 04/03/2008 > 21:46 > > > > > _______________________________________________ > -- 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 > > > > -- > This message has been scanned for viruses and > dangerous content by Mail Call antivirus software, and is > believed to be clean. > > > > _______________________________________________ > -- 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 > _______________________________________________ -- 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
