[Asterisk-Users] Call Center Phone with Auto Answer

[Kevin Savoy]

I see two problems with doing it this way. One the agent is not paying
attention and misses the announcement. Two we have some queues that can have
as many 800+ toll free numbers pointed at the same queue. The agents need to
be able to know which of the toll free numbers was dialed. We do that in our
current system by putting the last four digits of the toll free on the phone
display. With the below scenario it will not only have to have a variable as
to which account but also say out the digits of the last four but only on
certain accounts. That is possible I realize but messy. 

 

I need a combination of the two scenarios. AgentCallBackLogin so that I can
have a phone display but AgentLogin so that there is no Call Back and just
presents the call. Unless I can come up with something I'm guessing we are
going to have to write some kind of program that can do this instead.

 

Anyone have anything else to add? Thanks

 

  _____  

From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Junaid Uppal
Sent: Tuesday, May 09, 2006 2:57 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer

 

Hi Steve ,

I was actually looking forward for the same thing , do y ou have something
like this , as an example?

regards

Junaid Uppal



On 5/9/06, Steve Totaro <stotaro at asteriskhelpdesk.com> wrote:

Use an activex screenpop.

Thanks,
Steve Totaro

> -----Original Message-----
> From: Kevin Savoy [mailto:ksavoy at novo1.com]
> Sent: Monday, May 08, 2006 3:32 PM 
> To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
> Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer
>
> This may be the way to go but not the best. Our agents frankly aren't 
the
> brightest people and I can see them forgetting it as soon as it is
said to
> them, or they are not paying attention and missing the announcement
but it
> is something to look into. Thanks 
>
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto: <mailto:asterisk-users-bounces at lists.digium.com>
asterisk-users-bounces at lists.digium.com] On Behalf Of Time
Bandit
> Sent: Monday, May 08, 2006 2:23 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?
> When you send the caller to the queue, you can pass the name of the 
> audio file to be played as the announcement to the agent when he gets
> the call. Maybe you could use that and pre-record the name of the
> customer, passing that audio file
>
> something like "exten => 
> 8000,n,Queue(8000|t||FilenameOfTheCustomerName|300)"
>
> maybe you could also use festival
>
> hth
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