[asterisk-users] Asterisk in the call center - how do you do it?

[Paul Hales]

Sipsak is a lot of fun... :)

PaulH


On Wed, 2008-03-05 at 19:18 -0500, Matt Florell wrote:
> I have done integrations with sipsak to do this with Snom phones as well:
> http://sipsak.org/
> 
> MATT---
> 
> On 3/5/08, Paul Hales <pdhales at optusnet.com.au> wrote:
> >
> >  And we found (recently) that if you send the right http packet to a snom
> >  phone you can make the screen say "Agent 155" rather than the extension
> >  number. :)
> >
> >  PaulH
> >
> >
> >
> >  On Wed, 2008-03-05 at 17:27 -0500, Matt Florell wrote:
> >  > Hello,
> >  >
> >  > I have many clients(from 10 to 300 seats) running VICIDIAL for call
> >  > centers, both inbound and outbound(and blended).
> >  >
> >  > I also have acouple clients that have over 100 agents using Asterisk
> >  > Queues for inbound only. One of them wrote a little web page that
> >  > integrated with their timeclock application that logs the agents in on
> >  > Asterisk when they clock into the system.
> >  >
> >  > MATT---
> >  >
> >  > On 3/5/08, Kev S <kev at mailcall.com.au> wrote:
> >  > > I was going to ask the same thing today as i am looking for better and more
> >  > >  efficient ways to run a call centre using asterisk!
> >  > >
> >  > >  Look forward to some responses.
> >  > >
> >  > >  Kev
> >  > >
> >  > >
> >  > >  -----Original Message-----
> >  > >  From: asterisk-users-bounces at lists.digium.com
> >  > >  [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Ade Vickers
> >  > >  Sent: Thursday, 6 March 2008 8:27 AM
> >  > >  To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
> >  > >  Subject: [asterisk-users] Asterisk in the call center - how do you do it?
> >  > >
> >  > >  Hi folks,
> >  > >
> >  > >  If you are running a call centre (large or small) using Asterisk, I'd be
> >  > >  interested to know how you log your agents in & out:
> >  > >
> >  > >  E.g.
> >  > >
> >  > >   - Do you use AgentLogin (to force calls onto the agents, perhaps)?
> >  > >   - Do you still use AgentCallbackLogin?
> >  > >   - If you use AddQueueMember, are you
> >  > >     - running it through the agent's phones (i.e. in the dialplan)?
> >  > >     - through a manager interface & some software (homebrew or otherwise)?
> >  > >   - Do you allow agent hot-desking?
> >  > >     - if so, how do you determine which agent is logged in at which desk at
> >  > >  what time?
> >  > >     - how do you deal with authentication, or don't you bother?
> >  > >
> >  > >  It'd also be useful if you could tell me what version of Asterisk you're
> >  > >  using.
> >  > >
> >  > >  And, finally, a pure fishing expedition:
> >  > >
> >  > >   - What kind of reporting (if any) do you currently get out of the Asterisk,
> >  > >  and are you happy with it?
> >  > >
> >  > >  The reason I'm asking this stuff is because since 2003 I've been working on
> >  > >  an ACD reporting product for Nortel Meridians (and, more recently, Avaya and
> >  > >  Cisco systems, although that's all early days); and I'm thinking that as
> >  > >  Asterisk gains a toe-hold in the call centre market, there maybe a market
> >  > >  for this reporting tool for Asterisk users too. The only downside is I just
> >  > >  know that my client (who owns the IPR) will never allow the s/w to be
> >  > >  opensourced, or even available for free :( But I guess I shouldn't be too
> >  > >  unhappy, as it puts the bread & butter on my table too...
> >  > >
> >  > >  All the above said - I should add that I'm a complete convert to Asterisk, &
> >  > >  use it daily (albeit at a fairly low & simplistic level), e.g. I've only
> >  > >  just got around to using a queue on my main POTS line, so I can login at any
> >  > >  of the 4 Asterisk boxes I use around Europe, without having horridly
> >  > >  complicated dialplans...
> >  > >
> >  > >  Many thanks in advance for any responses,
> >  > >  Ade.
> >  > >
> >  > >  No virus found in this outgoing message.
> >  > >  Checked by AVG Free Edition.
> >  > >  Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: 04/03/2008
> >  > >  21:46
> >  > >
> >  > >
> >  > >
> >  > >
> >  > >  _______________________________________________
> >  > >  -- Bandwidth and Colocation Provided by http://www.api-digital.com --
> >  > >
> >  > >  asterisk-users mailing list
> >  > >  To UNSUBSCRIBE or update options visit:
> >  > >    http://lists.digium.com/mailman/listinfo/asterisk-users
> >  > >
> >  > >
> >  > >
> >  > > --
> >  > >  This message has been scanned for viruses and
> >  > >  dangerous content by Mail Call antivirus software, and is
> >  > >  believed to be clean.
> >  > >
> >  > >
> >  > >
> >  > >  _______________________________________________
> >  > >  -- Bandwidth and Colocation Provided by http://www.api-digital.com --
> >  > >
> >  > >  asterisk-users mailing list
> >  > >  To UNSUBSCRIBE or update options visit:
> >  > >    http://lists.digium.com/mailman/listinfo/asterisk-users
> >  > >
> >  >
> >  > _______________________________________________
> >  > -- Bandwidth and Colocation Provided by http://www.api-digital.com --
> >  >
> >  > asterisk-users mailing list
> >  > To UNSUBSCRIBE or update options visit:
> >  >    http://lists.digium.com/mailman/listinfo/asterisk-users
> >
> >
> >  _______________________________________________
> >  -- Bandwidth and Colocation Provided by http://www.api-digital.com --
> >
> >  asterisk-users mailing list
> >  To UNSUBSCRIBE or update options visit:
> >    http://lists.digium.com/mailman/listinfo/asterisk-users
> >
> 
> _______________________________________________
> -- Bandwidth and Colocation Provided by http://www.api-digital.com --
> 
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users