[Asterisk-Users] Call Center Phone with Auto Answer

Mon May 8 12:12:59 MST 2006

Not sure if it is possible or not but you could record the company
names, use cepstral, or festival.  The part I am unsure of is whether
you can use a variable in the announce= field in queues.conf.  

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy at novo1.com] 
Sent: Monday, May 08, 2006 2:25 PM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

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?

  _____  

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

  _____  

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?

  _____  

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

  _____  

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.

  _____  

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

  _____  

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

  _____  

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
	_______________________________________________
	--Bandwidth and Colocation provided by Easynews.com --

	Asterisk-Users mailing list
	To UNSUBSCRIBE or update options visit:
	http://lists.digium.com/mailman/listinfo/asterisk-users

  _____  

Get amazing travel prices for air and hotel in one click on Yahoo!
FareChase
<http://farechase.yahoo.com/;_ylc=X3oDMTFpMnJnZ3IxBF9TAzk3NDA3NTg5BHNlYw
NtYWlsLXRhZ2xpbmVzBHNsawNmYXJlY2hhc2UtMDQyNzA2%0d%0a>  

-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20060508/05069dcc/attachment.htm