Re: [asterisk-users] Call Center requirements
Todd,
Appreciate you have submitted to a non-commercial forum. One cannot but note
though that most of what you require is probably already available
off-the-shelf in commercially available packages and does not need to be
reinvented.
If you wish to know more of one such package, please contact me offline :
steve [at} bicomsystems{dot]com
Steve
- Original Message -
From: John Novack [EMAIL PROTECTED]
To: Asterisk Users Mailing List - Non-Commercial Discussion
asterisk-users@lists.digium.com
Sent: Thursday, October 05, 2006 8:12 PM
Subject: Re: [asterisk-users] Call Center requirements
HIPPA indeed needs to be considered in any medical application
Requirements are not unreasonable, but the client will suffer if data goes
where it shouldn't
I would also suggest that consideration be given to the Sangoma products.
They have a 5 year warranty, will work with ANY modern motherboard, and if
they don't, you will get top notch support, not the typical Digium answer
of try another motherboard
John Novack
BJ Weschke wrote:
On 10/5/06, Todd Houle Asterisk [EMAIL PROTECTED] wrote:
Hi Guys-
While I played a little with Asterisk a year or so ago, I'm getting
ready to
roll out a project now that I think is perfect for it. My friend with
with
a commercial solution he has been very unhappy with and is thinking of
replacing it with Asterisk. Below are his requirements. Anything here
jump
out as a problem? I'm thinking of purchasing a few Digiium card - not
sure
which we need yet... and finding a box to run it on. The only part I'm
not
sure is how to address is having the client record auto-appear on screen
when the call comes in. I did see plug ins for recording the calls...
Is
asterisk the best solution for this?
thanks
Todd
Begin forwarded message:
From: A. Pathuri [EMAIL PROTECTED]
Date: October 2, 2006 2:51:32 AM EDT
To: Todd Houle [EMAIL PROTECTED]
Subject: Call Center requirements
Todd,
Here is the brief doc you requested.
The process that we need is pretty simple...
We get a bunch of DID (Direct Inward Dialing) numbers from SBC.
As we get a client, we assign them a DID #.
They forward their existing phones to their DID number when their lines
are busy or after hours.
The DID # is programmed into the telephony system so we can program the
caller ID, and enter the appropriate script to pop up when that number
comes through.
When a call comes in, I would like to have all calls automatically
recorded without any of the call agents having to press a record button
for each call.
We also current have conference call functionality where we can connect
one caller to another caller (used when the ER needs to speak to a
doctor).
Ideally also, I would like the recorded calls to sort by client and
store in the appropriate clients folder, which then can be
automatically zipped and sent via email to the clients inbox at any
desired interval.
We are also developing a web-based app where the details of each call
can be entered ( a sort of call log) so the clients can also log into a
web interface and see the details of each call (currently, most clients
get their call logs via fax in the am and at midnight).
It would be great if somehow, the caller ID on the server/astericks can
automatically pull up the appropriate clients profile from our web app,
so the details can be entered into the correct profile. Otherwise, for
each call that comes in, the call agent has to pull up the clients
profile while the caller is on the phone, before s/he can take down the
details of the call.
This is really rough, but I hope it gives the basic idea. We can
discuss in further detail once you take a look at this.
Ofcourse, as well it would be great to be able to setup a co-location in
India utilizing the same infrastructure.
There are a number of ways to do this, but given the application it
appears to be (medical), and additional requirement not mentioned here
(and quite possibly the most important) is HIPPA compliance with
regard to security of who has access to what information.
___
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[asterisk-users] Call Center requirements
Hi Guys- While I played a little with Asterisk a year or so ago, I'm getting ready to roll out a project now that I think is perfect for it. My friend with with a commercial solution he has been very unhappy with and is thinking of replacing it with Asterisk. Below are his requirements. Anything here jump out as a problem? I'm thinking of purchasing a few Digiium card - not sure which we need yet... and finding a box to run it on. The only part I'm not sure is how to address is having the client record auto-appear on screen when the call comes in. I did see plug ins for recording the calls... Is asterisk the best solution for this? thanks ToddBegin forwarded message:From: "A. Pathuri" [EMAIL PROTECTED]Date: October 2, 2006 2:51:32 AM EDTTo: Todd Houle [EMAIL PROTECTED]Subject: Call Center requirements Todd,Here is the brief doc you requested.The process that we need is pretty simple...We get a bunch of DID (Direct Inward Dialing) numbers from SBC.As we get a client, we assign them a DID #.They forward their existing phones to their DID number when their linesare busy or after hours.The DID # is programmed into the telephony system so we can program thecaller ID, and enter the appropriate script to pop up when that numbercomes through.When a call comes in, I would like to have all calls automaticallyrecorded without any of the call agents having to press a record buttonfor each call.We also current have conference call functionality where we can connectone caller to another caller (used when the ER needs to speak to adoctor).Ideally also, I would like the recorded calls to sort by client andstore in the appropriate clients folder, which then can beautomatically zipped and sent via email to the clients inbox at anydesired interval.We are also developing a web-based app where the details of each callcan be entered ( a sort of call log) so the clients can also log into aweb interface and see the details of each call (currently, most clientsget their call logs via fax in the am and at midnight).It would be great if somehow, the caller ID on the server/astericks canautomatically pull up the appropriate clients profile from our web app,so the details can be entered into the correct profile. Otherwise, foreach call that comes in, the call agent has to pull up the clientsprofile while the caller is on the phone, before s/he can take down thedetails of the call.This is really rough, but I hope it gives the basic idea. We candiscuss in further detail once you take a look at this.Ofcourse, as well it would be great to be able to setup a co-location inIndia utilizing the same infrastructure.Regards,Anand ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Call Center requirements
On 10/5/06, Todd Houle Asterisk [EMAIL PROTECTED] wrote: Hi Guys- While I played a little with Asterisk a year or so ago, I'm getting ready to roll out a project now that I think is perfect for it. My friend with with a commercial solution he has been very unhappy with and is thinking of replacing it with Asterisk. Below are his requirements. Anything here jump out as a problem? I'm thinking of purchasing a few Digiium card - not sure which we need yet... and finding a box to run it on. The only part I'm not sure is how to address is having the client record auto-appear on screen when the call comes in. I did see plug ins for recording the calls...Is asterisk the best solution for this? thanks Todd Begin forwarded message: From: A. Pathuri [EMAIL PROTECTED] Date: October 2, 2006 2:51:32 AM EDT To: Todd Houle [EMAIL PROTECTED] Subject: Call Center requirements Todd, Here is the brief doc you requested. The process that we need is pretty simple... We get a bunch of DID (Direct Inward Dialing) numbers from SBC. As we get a client, we assign them a DID #. They forward their existing phones to their DID number when their lines are busy or after hours. The DID # is programmed into the telephony system so we can program the caller ID, and enter the appropriate script to pop up when that number comes through. When a call comes in, I would like to have all calls automatically recorded without any of the call agents having to press a record button for each call. We also current have conference call functionality where we can connect one caller to another caller (used when the ER needs to speak to a doctor). Ideally also, I would like the recorded calls to sort by client and store in the appropriate clients folder, which then can be automatically zipped and sent via email to the clients inbox at any desired interval. We are also developing a web-based app where the details of each call can be entered ( a sort of call log) so the clients can also log into a web interface and see the details of each call (currently, most clients get their call logs via fax in the am and at midnight). It would be great if somehow, the caller ID on the server/astericks can automatically pull up the appropriate clients profile from our web app, so the details can be entered into the correct profile. Otherwise, for each call that comes in, the call agent has to pull up the clients profile while the caller is on the phone, before s/he can take down the details of the call. This is really rough, but I hope it gives the basic idea. We can discuss in further detail once you take a look at this. Ofcourse, as well it would be great to be able to setup a co-location in India utilizing the same infrastructure. There are a number of ways to do this, but given the application it appears to be (medical), and additional requirement not mentioned here (and quite possibly the most important) is HIPPA compliance with regard to security of who has access to what information. -- Bird's The Word Technologies, Inc. http://www.btwtech.com/ ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Call Center requirements
HIPPA indeed needs to be considered in any medical application Requirements are not unreasonable, but the client will suffer if data goes where it shouldn't I would also suggest that consideration be given to the Sangoma products. They have a 5 year warranty, will work with ANY modern motherboard, and if they don't, you will get top notch support, not the typical Digium answer of try another motherboard John Novack BJ Weschke wrote: On 10/5/06, Todd Houle Asterisk [EMAIL PROTECTED] wrote: Hi Guys- While I played a little with Asterisk a year or so ago, I'm getting ready to roll out a project now that I think is perfect for it. My friend with with a commercial solution he has been very unhappy with and is thinking of replacing it with Asterisk. Below are his requirements. Anything here jump out as a problem? I'm thinking of purchasing a few Digiium card - not sure which we need yet... and finding a box to run it on. The only part I'm not sure is how to address is having the client record auto-appear on screen when the call comes in. I did see plug ins for recording the calls...Is asterisk the best solution for this? thanks Todd Begin forwarded message: From: A. Pathuri [EMAIL PROTECTED] Date: October 2, 2006 2:51:32 AM EDT To: Todd Houle [EMAIL PROTECTED] Subject: Call Center requirements Todd, Here is the brief doc you requested. The process that we need is pretty simple... We get a bunch of DID (Direct Inward Dialing) numbers from SBC. As we get a client, we assign them a DID #. They forward their existing phones to their DID number when their lines are busy or after hours. The DID # is programmed into the telephony system so we can program the caller ID, and enter the appropriate script to pop up when that number comes through. When a call comes in, I would like to have all calls automatically recorded without any of the call agents having to press a record button for each call. We also current have conference call functionality where we can connect one caller to another caller (used when the ER needs to speak to a doctor). Ideally also, I would like the recorded calls to sort by client and store in the appropriate clients folder, which then can be automatically zipped and sent via email to the clients inbox at any desired interval. We are also developing a web-based app where the details of each call can be entered ( a sort of call log) so the clients can also log into a web interface and see the details of each call (currently, most clients get their call logs via fax in the am and at midnight). It would be great if somehow, the caller ID on the server/astericks can automatically pull up the appropriate clients profile from our web app, so the details can be entered into the correct profile. Otherwise, for each call that comes in, the call agent has to pull up the clients profile while the caller is on the phone, before s/he can take down the details of the call. This is really rough, but I hope it gives the basic idea. We can discuss in further detail once you take a look at this. Ofcourse, as well it would be great to be able to setup a co-location in India utilizing the same infrastructure. There are a number of ways to do this, but given the application it appears to be (medical), and additional requirement not mentioned here (and quite possibly the most important) is HIPPA compliance with regard to security of who has access to what information. ___ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
