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

[Jay Moore]

I figured as much.  I'm not particularly versed in all things Asterisk, 
however.  How would you recommend I go about doing this?  I can check 
the voip wiki for the specifics if you could maybe toss some keywords out.

Thanks :)

Alex Balashov wrote:
> 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
> 
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