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<div>On Mar 5, 2008, at 5:46 PM, <a href="mailto:asterisk-users-request@lists.digium.com">asterisk-users-request@lists.digium.com</a> wrote:</div><div><br class="Apple-interchange-newline"><blockquote type="cite"><p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">If you are running a call centre (large or small) using Asterisk, I'd be</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">interested to know how you log your agents in & out:</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; min-height: 14.0px"><br></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">E.g.</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; min-height: 14.0px"><br></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- Do you use AgentLogin (to force calls onto the agents, perhaps)?</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- Do you still use AgentCallbackLogin?</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- If you use AddQueueMember, are you<span class="Apple-converted-space"> </span></font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- running it through the agent's phones (i.e. in the dialplan)?</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- through a manager interface & some software (homebrew or otherwise)?</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- Do you allow agent hot-desking?</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- if so, how do you determine which agent is logged in at which desk at</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">what time?</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- how do you deal with authentication, or don't you bother?</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; min-height: 14.0px"><br></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">It'd also be useful if you could tell me what version of Asterisk you're</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">using.</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; min-height: 14.0px"><br></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">And, finally, a pure fishing expedition:</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; min-height: 14.0px"><br></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica"><span class="Apple-converted-space"> </span>- What kind of reporting (if any) do you currently get out of the Asterisk,</font></p> <p style="margin: 0.0px 0.0px 0.0px 0.0px"><font face="Helvetica" size="3" style="font: 12.0px Helvetica">and are you happy with it?</font></p> </blockquote></div><div><br class="webkit-block-placeholder"></div>We are a medium sided center, I'd guess, mostly inbound.<div><br class="webkit-block-placeholder"></div><div>We don't use the Queue app, since it seemed rather inadequate for us, so we rolled our own solution that does skills-based routing and various other enhanced features (all database driven.) Along with a custom client, we pass custom headers to handle client-server communication. Any agent can log into any workstation and things just work, and our app handles authentication of agents. (We also authenticate the workstations, but that's hard coded into the app.)</div><div><br class="webkit-block-placeholder"></div><div>As for reporting, again, a totally custom developed system that's an extension to what we were using with our old phone switch. On top of that, I've developed a number of web-based applications (using Apache Tapestry) to slice and dice our data for reporting (mostly graphically) that we use a lot. Since it's all quite specific to how we work and our custom solutions, it wouldn't help anyone, I'm sure.</div><div><div><br><div><div><div>Norman Franke</div><div>Answering Service for Directors, Inc.</div><div>www.myasd.com</div></div></div><br><div></div></div></div></body></html>