[asterisk-users] Call Center requirements

[Todd Houle Asterisk]

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" <anand at MyCove.com>
> Date: October 2, 2006 2:51:32 AM EDT
> To: Todd Houle <toddhoule at mac.com>
> 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.
>
> Regards,
>
> Anand

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