[Asterisk-Users] SIP "agent" phone w/ headset

[Colin Stefani]

Thanks for the feedback

Just for a background, one of the reasons for "redundancy" (notice the
quotes ;-) is that the PC is setup as a kiosk style application in which
we do a shell replacement with the Windows Explorer, so instead of a
desktop, the user gets a dedicated application which is very "thin"
client like. The reason we're wary of integrating voice in this
application, which is certainly doable with one of the various SDK's out
there, is that we also host an Oracle forms client interface as part of
this and this thing is a big ol' pig and screws up the PC on a regular
basis (it's not my product so there's not much I can do but cope with
it).

Anyway, the users are very low level users and do not know much about
PC's, so at the slightest hint of an issue they just punch the reset
button on the pc and reboot it (or unplug it, or...you get the idea).

Yes, your assumptions are correct in that these "agents" are in a
receive only situation, with very limited call function capabilities.
The end goal is that the software client running on the PC will be able
to control the extension and act like a manager for that phone unit. I'm
probably asking to stretch what is out in the market right now, but I'd
be remiss for not looking.

Most likely, we'll end up with a soft phone embedded in the client
software, but I'm not looking forward to dealing with USB headsets.


Colin Stefani
Tideworks Technology

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Michiel
van Baak
Sent: Tuesday, August 16, 2005 4:23 PM
To: asterisk-users at lists.digium.com
Subject: Re: [Asterisk-Users] SIP "agent" phone w/ headset

On 16:01, Tue 16 Aug 05, Colin Stefani wrote:
> I have a call center where we're looking at converting it from a
> traditional PBX w/ digital phone "agent" sets (keyless phones) that
have
> headsets to a SIP based environment.
> 
> I am having trouble finding anything on the market that resembles this
> in the VoIP world.
> 
> For reference, we're currently using Inter-Tel Agent Sets, which are
> basically a digital phone with out any keypad, buttons or handset,
just
> a line input and a headset jack. I need the equivalent.
> 
> I know the first thing you think is why don't you use the agent's PC
as
> the VoIP client and do a softphone, however I need to protect the
caller
> from getting cut off should the PC crash/die/etc. While paranoid it's
> something where a regular endpoint like an ATA or SIP phone would be
the
> best option.

SIP phones and ATA's can die too.
* can die too
heck even your power can go down (hurricane, terrorist
attack, etc, etc)

A properly configured pc with a softfone can be as stable as
a normal phone, it all depends what the users are doing with
it (I have had bad experience with pc's where users can
install their own stuff etc).
I have a workstation with an uptime of over 500 days. This
email was written on it.

The problem will be the 'without keyped, buttons or
handset'. I'm not aware of a SIP device that has only a line
button and a headset and nothing else.
Judging on the setup you outlined, the agents are not able
to transfer the call to admin/other_user/parking_slot. They
are only able to receive calls, and that's all.

If so, you can create them as 'user' only in sip.conf
That way they are only able to receive calls, but not make
calls. The interface to * is something you choose.
Of course phones/ATA's are less error-sensitive as pc's,
cause you can configure them. Just make sure noone can guess
the username/password for the ATA/phone config interface.

Hope this helps,
-- 
Michiel van Baak
http://michiel.vanbaak.info
michiel at vanbaak.info
GnuPG key: http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x7E0B9A2D

"Why is it drug addicts and computer afficionados are both called
users?"

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