[Asterisk-Users] call center design question

[Jean-Denis Girard]

Areski a écrit :

>On Wed, 2003-09-17 at 03:50, Jean-Denis Girard wrote:
>  
>
>>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
>  
>
Not much to be said really...

1. client gets identified through an AGI script which sets up a new 
session stored in a channel variable KEY,
2. the client can navigate through a IVR to get standard information,
3. choice * on the IVR will put the client on a queue
    exten => 
1,1,Queue(queue,tH,http://xxx.yyy.zzz/cgi-bin/call.pl?code=${KEY})
4. when an operator takes the call through Gnophone,the URL is pushed 
along with voice, and the relevant information is displayed on the 
operator's screen (thanks to IAX !).

I once added support for dial+url and queue+url to Asterisk, and it has 
been in for more than one year; it's a very nice feature, though I'm not 
sure it is well known... Coupled with Gnophone (only Linux I know...) 
you get a very powerful combination (eg. call can be transferred to 
another operator and browsers linked).

-- 
Jean-Denis Girard

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