[Asterisk-biz] Need to get * configured as an ACD

[Robert Wilkinson]

I'm looking for someone who could configure an * server as an ACD.

I'm imaging  this could be done remotely, as long as we make the server
visible on the Internet.

I think the functions we require are fairly standard, but just to be sure
I'll list them.

1.  Incoming calls (from the public network) will hit an auto-attendant, and
get the usual options of dialling an extension directly, punching a number
for customer service, or just doing nothing and getting connected to
customer service after a delay.

2.  Customer service is a group of a variable number of people, 0, 1, or N,
who have "Logged in" and made themselves available as members of the group.

3.  Calls coming to the group will be immediately directed to one of the
group if one is available.  If none is available, but at least one is logged
in, the customer will be put on hold after an announcement, given background
music, and passed to an agent as soon as one becomes available.

4.  If no one is logged in, customer service calls will go immediately to a
single voice mail location.

5.  Customers on hold will be given a periodic option to go to voice mail.

6.  The choice of which of the free agents will get an incoming call will be
configurable via rules.  Maybe each agent will be given a priority number,
and the highest available priority number will get all calls while they are
available.  If multiple free agents have the same priority number, they will
get calls on a round robin basis.  We can be somewhat flexible on how this
is done, but basically we will have some people whose job it is to answer
phones, and others who will act as backup if all others are busy.

7.  Might be nice if, when a call is passed to an agent, and that agent does
not answer, the agent is removed from the "available" list (e.g if they
forgot to log out)

8.  We would also like to have some statistics - who has answered calls and
when - average duration - etc.

9.  Be nice to figure out a way to have a way of interogating the server to
find out how many agents are logged in, how many are busy, etc.  We might
use this to drive an annunciator, or to populate a "Control Panel" web page.

There are probably other functions that someone would think necessary if
they have worked with an ACD, but this is a start.

10.  The rest of the extensions will have individual voice mails and some
standard PBX features - e.g. transfer - but nothing exotic.

 
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