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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Check out the Dirigo Contact Suite™ (<a
href="http://www.stroudwater.com/dirigo.asp">http://www.stroudwater.com/dirigo.asp</a>),
although built originally for large ACD’s, it will be available for the
Asterisk platform later this summer. Contact me off-list for more information.</span></font></p>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
asterisk-biz-bounces@lists.digium.com
[mailto:asterisk-biz-bounces@lists.digium.com] <b><span style='font-weight:
bold'>On Behalf Of </span></b>dave cantera<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, May 31, 2005 4:24
AM<br>
<b><span style='font-weight:bold'>To:</span></b> asterisk-biz@lists.digium.com<br>
<b><span style='font-weight:bold'>Cc:</span></b> david.cantera@IBSOneCall.com<br>
<b><span style='font-weight:bold'>Subject:</span></b> [Asterisk-biz] Asterisk:
HelpDesk / CRM type of Application inAsterisk</span></font></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> </span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>hi,<br>
I mistakenly sent this to the wrong list...<br>
sorry...<br>
<br>
dave cantera wrote:<br>
<br>
</span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>hi, I am new to asterisk.... <br>
I have a client who wants a help desk type of application. the asterisk
tool kit seems to fit the bill nicely. is there anything already
implemented that is available or is all the asterisk implementations custom?<br>
attributes of the project include a sequence of events as follows:<br>
<br>
we need two call paths for different scenarios<br>
<br>
<b><u><span style='font-weight:bold'>call flow path 'A'</span></u></b><br>
call in, <br>
get CID and produce a screen pop, if no match on our database, ask for name
(screener stage I)<br>
agent #1 fills in / updates a form then<br>
pass call to an extension (agent #2, screener stage II) w/ screen pop on local
PC,<br>
agent #2 has the option of passing that db record directly or
creating/completing a second form. this would either have multiple
monitors (i.e. a teleprompter) or pass it on to the final destination.<br>
record the call at each stage<br>
<br>
<b><u><span style='font-weight:bold'>call flow path 'B'</span></u></b><br>
call in,<br>
get CID and produce a screen pop, if no match on our database, ask for name
(agent #1 screener stage I)<br>
lookup agent criteria matching the caller's needs, send screen pop to a remote
PC (even over the Internet) (stage II)<br>
then transfer the call to the remote PC via VoIP if local, PSTN if not local
(stage III)<br>
record the call at each stage<br>
<br>
any help would be appreciated...<br>
thanks,<br>
dave cantera<br>
<br>
<br>
</span></font></p>
<pre><font size=2 face="Courier New"><span style='font-size:10.0pt'>-- </span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'> </span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>The eyes of the Lord roam over the whole earth, to encourage those who are devoted to Him wholeheartedly. </span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>II Chronicles 16:9 NAB</span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'> </span></font></pre>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
<br>
</span></font></p>
<pre><font size=2 face="Courier New"><span style='font-size:10.0pt'>-- </span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'> </span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>The eyes of the Lord roam over the whole earth, to encourage those who are devoted to Him wholeheartedly. </span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>II Chronicles 16:9 NAB</span></font></pre>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> </span></font></p>
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