[Asterisk-Users] Call Wrap-Up

[lenz]

Hello James,
you may be interested in knowing that QueueMetrics, even in the free  
version, does exactly what you ask for, through a normal web browser  
placed on each agent's machine. For details on the configuration, you may  
want to contacty me off list. See the user manual at  
http://queuemetrics.loway.it/manual.jsp - look for the Agent's page.
Thanks
l.



In data Wed, 22 Mar 2006 15:13:14 +0100, James Sturges  
<thinking at 1am.com.au> ha scritto:

> Hi,
>
> I was wondering how other people have approached this problem?
>
> * Customer Calls Business
> * Placed in a Queue
> * Logged in Agent answers call
> * Call Ends
>
> Now the big question;  at the end of each call, I need to:
> * enter some info in about the call such as Customer Number, Wrap up code
> (category of call) etc
> * Tell the operator the ${UNIQUEID}
>
> Also need to do the same with an outgoing call.
>
> My thoughts:
>
> * Trap the call before hangup; but not sure if possible with calls in a
> Queue
> * Send a email to the agent with a link that opens up a form on a web  
> page
> passing to it the ${UNIQUEID} (not sure where in the dial plan this  
> would be
> activated)
> * Pop the Unique ID up on the screen of the agent (is there a way of  
> doing
> this with Queues/Agent?)
>
> The big issue I cant get right is what part of the dial plan is run when  
> an
> agent accepts a call?  OR  Which part of the dial plan gets run when a  
> agent
> finishes a call?
>
> Do I have to do a Manager connect and "watch all the traffic following"  
> and
> trigger it that way?
>
> Thanks
>
> James
>

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