[asterisk-users] Call Center requirements

[Stephen Wingfield]

Todd,

Appreciate you have submitted to a non-commercial forum. One cannot but note 
though that most of what you require is probably already available 
off-the-shelf in commercially available packages and does not need to be 
reinvented.

If you wish to know more of one such package, please contact me offline : 
steve [at} bicomsystems{dot]com

Steve

----- Original Message ----- 
From: "John Novack" <jnovack at stromberg-carlson.org>
To: "Asterisk Users Mailing List - Non-Commercial Discussion" 
<asterisk-users at lists.digium.com>
Sent: Thursday, October 05, 2006 8:12 PM
Subject: Re: [asterisk-users] Call Center requirements


> HIPPA indeed needs to be considered in any medical application
> Requirements are not unreasonable, but the client will suffer if data goes 
> where it shouldn't
> I would also suggest that consideration be given to the Sangoma products. 
> They have a 5 year warranty, will work with ANY modern motherboard, and if 
> they don't, you will get top notch support, not the typical Digium answer 
> of "try another motherboard"
>
>
> John Novack
>
> BJ Weschke wrote:
>> 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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