[Asterisk-Users] Call Center Phone with Auto Answer

Mon May 8 11:24:35 MST 2006

Ok I can get this to work now the next problem is since the agent stays
"off-hook" when a call is presented to them there is no indication of what
call this is. Being an inbound call center we have 100's of clients. 1,000's
of toll frees and DNIS. We use the Asterisk callerID function to assign a
name to each call so that when the call is presented to the agent it
displays which company the call is for. With AgentLogin all the agent gets
is the number they dialed to log in. No idea which client this call is for.
Any ideas there?

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From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Steve Totaro
Sent: Monday, May 08, 2006 11:23 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

That is correct.  Just use IAX trunking and speex.  You will be fine.

Thanks,
Steve Totaro

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From: Kevin Savoy [mailto:ksavoy at novo1.com] 
Sent: Monday, May 08, 2006 12:12 PM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Because we will have many of these phones in remote locations and we don't
want to be chewing up bandwidth with agents not on calls. Am I making the
right assumption here that phones that are idle will not be taking up
bandwidth where ones with MOH playing would be?

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From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Steve Totaro
Sent: Monday, May 08, 2006 10:40 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Why not just use AgentLogin and let them listen to music until a call comes
in?

Thanks,
Steve Totaro

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From: Kevin Savoy [mailto:ksavoy at novo1.com] 
Sent: Monday, May 08, 2006 11:27 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Correct. We have to hit the "answer" button. In a call center environment
such as ours we don't want to give the agents the option of not answering
the call when they are logged in.

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From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Steve Totaro
Sent: Monday, May 08, 2006 10:15 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Does the phone ring, just not auto-answer?

Thanks,
Steve Totaro

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From: Kevin Savoy [mailto:ksavoy at novo1.com] 
Sent: Monday, May 08, 2006 10:17 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Firstly the auto-answer on both the 301 and 501 phone is set to on, but it
doesn't seem to have an effect. I'll have to look into this _ALERT_INFO
variable. Not much experience with it here. 

Could you give me a dial plan example that would work? Here is what we have
now.

exten=>3472,1,Answer()

exten=>3472,2,Wait(1)

exten=>3472,3,Playback(this-call-may-be-monitored-or-recorded)

exten=>3472,4,SetCallerID(ICS)

exten=>3472,5,Queue(ICS)

What can I add to this to make the phone auto-answer? Thanks

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From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Philippe
Lindheimer
Sent: Friday, May 05, 2006 6:29 PM
To: asterisk-users at lists.digium.com
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

I don't see any reason you can't use a polycom. You should be able to solve
your problem multiple ways. You can simply put the default ring on the
Polycom to autoanswer if that is the sole purpose, give it a second
extension to be used in the queue that is programmed to autoanswer, as a
couple of examples, or design your dialplan such that the appropriate
_ALERT_INFO variable is set where the queue is concerned.

p

From: "Kevin Savoy" <ksavoy at novo1.com>
To: "'Asterisk Users Mailing List - Non-Commercial Discussion'"
<asterisk-users at lists.digium.com>
Date: Fri, 5 May 2006 15:31:41 -0500
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

The problem with what is in wiki is that these calls are being sent to a
queue. There is no way to have the queue dial the preceding digit that I can
think of that would trigger this. In the example shown he has an 8 dialed
before the extension. How would I get Asterisk to dial an 8 before sending
the call to the logged in agent in the queue?

Thanks

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Mike Clark
Sent: Friday, May 05, 2006 2:55 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer

Kevin Savoy wrote:

> Can anyone recommend a phone to use in an inbound call center 
> environment that has an auto answer feature? We don't want the agents 
> having to acknowledge the call. The call should just activate on the 
> headphones. We have tried Grandstream 2000, Polycom 301, 501 and 601. 
> None of these support it.
>
My Polycom phones support auto-answer. This link should get you started.

http://www.voip-info.org/wiki-Polycom+auto-answer+config

Mike
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