[asterisk-users] Call Center requirements

[BJ Weschke]

On 10/5/06, Todd Houle Asterisk <thouleasterisk at gleffsecurity.com> 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" <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.
>

 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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http://www.btwtech.com/