[asterisk-users] Call Center Scenario -- take 2

[Alex Balashov]

Sounds like you could benefit from some custom AGI programming, although 
it won't be very complicated.  But I don't know that there's a business
rules engine that does exactly what you're looking for right out of the
box.

On Thu, 6 Dec 2007, Jay Moore wrote:

> Not sure if my original message made it through.  Going to try this
> again. :)
>
> -------
>
> Greetings, List.
>
> I would like to implement a procedure in my call center but am not sure
> the best way to implement it.  I'm hoping I can describe it here and
> that I'll receive some feedback and/or suggestions on how to proceed.
>
> Here's my situation:
>
> My call center fields calls regarding internet access issues for local
> apartment complexes and businesses.  Most of the time, we get a few
> calls here and there from new tenants unsure how to set up their
> connection.  Every so often, however, there will be some sort of issue
> (ISP going down, router crashing, etc...) that will leave all users
> without internet access.  When this happens, we get a flood of calls and
> the girls in my call center can quickly become overwhelmed.
>
> What I'd like to do is set up a system whereby incoming calls during a
> known outage are instead redirected to a recording explaining the issue
> and the option to have the caller leave a message (a la voicemail).  All
> calls come down our T1 and we are able to identify the incoming account
> based on its DID.  We would need to do this on a per-account basis.  My
> girls would also need to have the ability to toggle on/off the
> redirection as well as record a message for the caller to hear -- at a
> moment's notice.
>
> Since my girls only field the calls and don't do any actual support (I
> do that), it'd be ideal if my VM indicator would also let me know if any
> callers left messages during a known outage.  Again, this would be
> ideal, but most certainly not necessary.
>
> So, what say you list?  Any suggestions on the most efficient way to do
> this?  I am quite familiar with PHP and not adverse to writing a script
> to do this for me (I suspect I will have to anyway), but don't wish to
> reinvent the wheel if something like this already exists.
>
> Thanks in advance,
> Jay
>
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--
Alex Balashov
Evariste Systems
Web    : http://www.evaristesys.com/
Tel    : +1-678-954-0670
Direct : +1-678-954-0671