[asterisk-users] Asterisk IVR and Call Center Agents

[Knud Müller]

lists at infoway.net wrote:

>Hi,
>
>We developed a somewhat complex Asterisk-based IVR for a client of ours. When I say 'somewhat complex' I mean that this IVR is highly integrated with a set of middle-ware  applications that allow the caller to perform extensive functions while navigating the IVR.
>
>This has been working great for the past year or so. However, now the client wants to add the ability for callers to be able to speak with a live agent. The trick is that the client wants to send the agent as much information captured in the IVR as possible.
>
>This would be relatively easy if the client had their own agets with phones registered on this asterisk box. However, the client is not interested in hiring and/or managing agents or a call center, and are mainly interested in outsourcing the call center services. Preferrably, the call center should be US-based.
>
>Call volume to the call center will not be significant. Probably 2000-3000 calls per week with an average duration of 4 mins per call.
>
>Can anyone recommend a solution to be able to send this data from the IVR to an outsourced call center?
>  
>
As you already mentioned: You have a middleware integration and you use 
asterisk. IAX channels allow to pass textual information or even use a 
unique ID as the Extension. As long as the opposite party has an 
asterisk too its quite easy. The callcenter needs to resolve the ID 
against a (whatever/SOAP) Interface of your Server.

>Are there any call centers out there that are willing to work with us to integrate this, if it's at all possible?
>
>Thanks
>
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-- 
Knud A. Müller