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hi, I am new to asterisk.... <br>
I have a client who wants a help desk type of application. the asterisk
tool kit seems to fit the bill nicely. is there anything already implemented
that is available or is all the asterisk implementations custom?<br>
attributes of the project include a sequence of events as follows:<br>
<br>
we need two call paths for different scenarios<br>
<br>
<b><u>call flow path 'A'</u></b><br>
call in, <br>
get CID and produce a screen pop, if no match on our database, ask for name
(screener stage I)<br>
agent #1 fills in / updates a form then<br>
pass call to an extension (agent #2, screener stage II) w/ screen pop on
local PC,<br>
agent #2 has the option of passing that db record directly or creating/completing
a second form. this would either have multiple monitors (i.e. a teleprompter)
or pass it on to the final destination.<br>
record the call at each stage<br>
<br>
<b><u>call flow path 'B'</u></b><br>
call in,<br>
get CID and produce a screen pop, if no match on our database, ask for name
(agent #1 screener stage I)<br>
lookup agent criteria matching the caller's needs, send screen pop to a remote
PC (even over the Internet) (stage II)<br>
then transfer the call to the remote PC via VoIP if local, PSTN if not local
(stage III)<br>
record the call at each stage<br>
<br>
any help would be appreciated...<br>
thanks,<br>
dave cantera<br>
<br>
<pre class="moz-signature" cols="$mailwrapcol">--
The eyes of the Lord roam over the whole earth, to encourage those who are devoted to Him wholeheartedly.
II Chronicles 16:9 NAB
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