[Asterisk-Users] Re: ACD and/or CTI components for Asterisk

[Dean Collins]

Jim, do you really need skills based routing? Surely wouldn't regular
ACD be sufficient for your requirements? If so it's built into asterisk.

I've only ever seen a few clients truly implement skills based routing
to it's fullest capability and each time I have directed them to
www.whitepajams.com as an ASP solution to their problems.

If you need more info feel free to email me off list as I sell WPJ.


Cheers,
Dean


-----Original Message-----
From: asterisk-users-admin at lists.digium.com
[mailto:asterisk-users-admin at lists.digium.com] On Behalf Of Jim O'Brien
Sent: Thursday, 6 May 2004 1:12 AM
To: asterisk-users at lists.digium.com
Subject: [Asterisk-Users] Re: ACD and/or CTI components for Asterisk

Given a traditional "call center" environment where one would have a
telephony switch (say Nortel, Lucent, etc), a CRM system (Siebel,
Peoplesoft, RYO), and a CTI system(e.g., Genesys) to handle ACD (e.g.,
skills based routing) and an interface to the CRM system that passes on
telephony events (call arrived, hangup, etc) and reacts to programatic
third party call control requests (conference, transfer, etc.).

Can Asterisk be used as the telephony switch and are there open source
components for the ACD and call handling functions provided either by
the CTI system and/or one of the "big and expensive" switches or does
Asterisk provide all of those functions and, if so, how? 

Jim O'Brien

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