Re: [Asterisk-Users] call center design question
On Wed, 2003-09-17 at 03:50, Jean-Denis Girard wrote: Rich Adamson a crit : Would like to deploy * in a small help desk environment (five to ten people) using call queues and some sort of CTI interface to pop Remedy screen data in front of the help desk person receiving the call. Data to be popped would be based on CallerID. Anyone doing something similar? Anyone interfacing to an external Remedy system? Any reference sites that I could read/learn more of the requirements and/or 10,000 foot implementation? Rich ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users I deployed a small call center using Gnophone as the screen data, together with dial + URL. Basically when the operator answers someone from the queue, an URL is pushed and displayed in Gnophone; this is quite simple as it is only web technology. The limitation is that no data is displayed until the called is transfered. Hello, I would like to create this kind of call center. Can you provide me more information about that ? Thx, Areski ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] call center design question
Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Rich Adamson Sent: September 16, 2003 1:39 PM To: Asterisk-users-list Subject: [Asterisk-Users] call center design question Would like to deploy * in a small help desk environment (five to ten people) using call queues and some sort of CTI interface to pop Remedy screen data in front of the help desk person receiving the call. Data to be popped would be based on CallerID. Anyone doing something similar? Anyone interfacing to an external Remedy system? Any reference sites that I could read/learn more of the requirements and/or 10,000 foot implementation? Rich ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] call center design question
Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. Actually you might be surpised that there are others who are interested in the details of your solution :) The standard designs of have seen fall into a few categories 1) modifications to a channel driver pushing via a socket to clients 2) server listening to manager events, pushing via a socket to clients 3) clients listening to manager events selecting events of interest 4) custom client softphones receving urls/callerid 5) other unique solutions ... ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] call center design question
On Tue, Sep 16, 2003 at 03:27:44PM -0300, Paulo Mannheimer wrote: Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. Hi, I'm interested in this solution too, can you share it with the group? Thanks! -- Yifang Dai | eFax: (847)628-0255 |Debian GNU/Linux [EMAIL PROTECTED] | ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] call center design question
Yes, Please share. On Tue, Sep 16, 2003 at 03:05:33PM -0400, Yifang Dai wrote: On Tue, Sep 16, 2003 at 03:27:44PM -0300, Paulo Mannheimer wrote: Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. Hi, I'm interested in this solution too, can you share it with the group? Thanks! -- Yifang Dai | eFax: (847)628-0255 |Debian GNU/Linux [EMAIL PROTECTED] | ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] call center design question
Sure, here it it goes. We first developed a small client that sits on a Windows machine taskbar (sorry guys, but customer had only windows machines ... Hehehe). Upon boot, the client is loaded and communicates with the * server telling its IP address and extension number. When a call is about to be transferred to that extension, an * AGI sends the client all information that was programmed to be transferred. We had to patch app_queue.c to do this (giving it the ability to call an AGI just before a call is being answered by a queue member). I've submitted a patch with this change but I'm not sure if it was accepted. Once the client receives the data, it makes it available through the clipboard. All your application has to do is to monitor the clipboard waiting for any data. If something shows up, it's an indication that the agent's phone is going to ring pretty soon! We are currently expanding our small client to handle much more tasks, maybe even a complete SIP/IAX softphone, so we can deploy an entire contact center based on VoIP. Anyone willing to help? Best, PHM -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of PJ Welsh Sent: September 16, 2003 4:09 PM To: [EMAIL PROTECTED] Subject: Re: [Asterisk-Users] call center design question Yes, Please share. On Tue, Sep 16, 2003 at 03:05:33PM -0400, Yifang Dai wrote: On Tue, Sep 16, 2003 at 03:27:44PM -0300, Paulo Mannheimer wrote: Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. Hi, I'm interested in this solution too, can you share it with the group? Thanks! -- Yifang Dai | eFax: (847)628-0255 |Debian GNU/Linux [EMAIL PROTECTED] | ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] call center design question
Hi I would be interested in finding out about your solution, i can send you and email offline if you want to, but if you dont have much to hide, it may be better to post it here. On Tue, 16 Sep 2003, Paulo Mannheimer wrote: Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Rich Adamson Sent: September 16, 2003 1:39 PM To: Asterisk-users-list Subject: [Asterisk-Users] call center design question Would like to deploy * in a small help desk environment (five to ten people) using call queues and some sort of CTI interface to pop Remedy screen data in front of the help desk person receiving the call. Data to be popped would be based on CallerID. Anyone doing something similar? Anyone interfacing to an external Remedy system? Any reference sites that I could read/learn more of the requirements and/or 10,000 foot implementation? Rich ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] call center design question
Sure, here it it goes. When a call is about to be transferred to that extension, an * AGI sends the client all information that was programmed to be transferred. We had to patch app_queue.c to do this (giving it the ability to call an AGI just before a call is being answered by a queue member Having gone down this route now, and the benefit of hindsight ... what advantage do you find with made to * channel/app vs. listening on events from the manager interface then doing your client communication when getting the correct state msg ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] call center design question
I'm not sure I understood your question. As far as I know, listening to the manager interface wouldn't give me enough information. At the moment where the call is transferred, the client has already browsed through a couple of menus, setting some variables. The AGI sends the content of these variables to the client. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of TC Sent: September 16, 2003 7:39 PM To: [EMAIL PROTECTED] Subject: Re: [Asterisk-Users] call center design question Sure, here it it goes. When a call is about to be transferred to that extension, an * AGI sends the client all information that was programmed to be transferred. We had to patch app_queue.c to do this (giving it the ability to call an AGI just before a call is being answered by a queue member Having gone down this route now, and the benefit of hindsight ... what advantage do you find with made to * channel/app vs. listening on events from the manager interface then doing your client communication when getting the correct state msg ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] call center design question
Is there anyone out there with a custom client softphone and is interested in integrating both solutions? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of TC Sent: September 16, 2003 3:53 PM To: [EMAIL PROTECTED] Subject: Re: [Asterisk-Users] call center design question Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. Actually you might be surpised that there are others who are interested in the details of your solution :) The standard designs of have seen fall into a few categories 1) modifications to a channel driver pushing via a socket to clients 2) server listening to manager events, pushing via a socket to clients 3) clients listening to manager events selecting events of interest 4) custom client softphones receving urls/callerid 5) other unique solutions ... ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] call center design question
I'm not sure I understood your question. typos b4 :) As far as I know, listening to the manager interface wouldn't give me enough information. At the moment where the call is transferred, the client has already browsed through a couple of menus, setting some variables. The AGI sends the content of these variables to the client. What is it you need besides the callerid / name, is it queue information ?? Just wondering the real reason for using a custom chgs as opposed to a 1 or 2 lines of custom code to raise another manager event with the variables of interest that you want for the trigger ?? I would of thought its easier to add some custom events to the app/channels that spew out the manager interface that having large amts of custom code on top, the base asterisk app_blah or chan_blah srcs. ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] call center design question
Rich Adamson a écrit : Would like to deploy * in a small help desk environment (five to ten people) using call queues and some sort of CTI interface to pop Remedy screen data in front of the help desk person receiving the call. Data to be popped would be based on CallerID. Anyone doing something similar? Anyone interfacing to an external Remedy system? Any reference sites that I could read/learn more of the requirements and/or 10,000 foot implementation? Rich ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users I deployed a small call center using Gnophone as the screen data, together with dial + URL. Basically when the operator answers someone from the queue, an URL is pushed and displayed in Gnophone; this is quite simple as it is only web technology. The limitation is that no data is displayed until the called is transfered. -- Jean-Denis Girard Essential Software - Ingénierie Informatique Solutions Linux Open Source en Polynésie française http://www.esoft.pf/ Tél: (689) 54 12 95 ___ Asterisk-Users mailing list [EMAIL PROTECTED] http://lists.digium.com/mailman/listinfo/asterisk-users
