[Asterisk-Users] Re: ACD and/or CTI components for Asterisk

[Joseph]

A newbies answer...

If you look at the queue.conf file and agents.conf file
under the /etc/asterisk/
it all looks like an acd ready system.

But I have not had a chance to try it yet.


On Wed, 2004-05-05 at 11:11, Jim O'Brien wrote:
> Given a traditional "call center" environment where one would have a
> telephony switch (say Nortel, Lucent, etc), a CRM system (Siebel,
> Peoplesoft, RYO), and a CTI system(e.g., Genesys) to handle ACD (e.g.,
> skills based routing) and an interface to the CRM system that passes on
> telephony events (call arrived, hangup, etc) and reacts to programatic
> third party call control requests (conference, transfer, etc.).
> 
> Can Asterisk be used as the telephony switch and are there open source
> components for the ACD and call handling functions provided either by
> the CTI system and/or one of the "big and expensive" switches or does
> Asterisk provide all of those functions and, if so, how? 
> 
> Jim O'Brien
> 
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users at lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
-- 
respectfully, Joseph - (606) 477-2355 x140
                       ------=============