[asterisk-users] Asterisk in the call center - how do you do it?

[Matt Florell]

Hello,

I have many clients(from 10 to 300 seats) running VICIDIAL for call
centers, both inbound and outbound(and blended).

I also have acouple clients that have over 100 agents using Asterisk
Queues for inbound only. One of them wrote a little web page that
integrated with their timeclock application that logs the agents in on
Asterisk when they clock into the system.

MATT---

On 3/5/08, Kev S <kev at mailcall.com.au> wrote:
> I was going to ask the same thing today as i am looking for better and more
>  efficient ways to run a call centre using asterisk!
>
>  Look forward to some responses.
>
>  Kev
>
>
>  -----Original Message-----
>  From: asterisk-users-bounces at lists.digium.com
>  [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Ade Vickers
>  Sent: Thursday, 6 March 2008 8:27 AM
>  To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
>  Subject: [asterisk-users] Asterisk in the call center - how do you do it?
>
>  Hi folks,
>
>  If you are running a call centre (large or small) using Asterisk, I'd be
>  interested to know how you log your agents in & out:
>
>  E.g.
>
>   - Do you use AgentLogin (to force calls onto the agents, perhaps)?
>   - Do you still use AgentCallbackLogin?
>   - If you use AddQueueMember, are you
>     - running it through the agent's phones (i.e. in the dialplan)?
>     - through a manager interface & some software (homebrew or otherwise)?
>   - Do you allow agent hot-desking?
>     - if so, how do you determine which agent is logged in at which desk at
>  what time?
>     - how do you deal with authentication, or don't you bother?
>
>  It'd also be useful if you could tell me what version of Asterisk you're
>  using.
>
>  And, finally, a pure fishing expedition:
>
>   - What kind of reporting (if any) do you currently get out of the Asterisk,
>  and are you happy with it?
>
>  The reason I'm asking this stuff is because since 2003 I've been working on
>  an ACD reporting product for Nortel Meridians (and, more recently, Avaya and
>  Cisco systems, although that's all early days); and I'm thinking that as
>  Asterisk gains a toe-hold in the call centre market, there maybe a market
>  for this reporting tool for Asterisk users too. The only downside is I just
>  know that my client (who owns the IPR) will never allow the s/w to be
>  opensourced, or even available for free :( But I guess I shouldn't be too
>  unhappy, as it puts the bread & butter on my table too...
>
>  All the above said - I should add that I'm a complete convert to Asterisk, &
>  use it daily (albeit at a fairly low & simplistic level), e.g. I've only
>  just got around to using a queue on my main POTS line, so I can login at any
>  of the 4 Asterisk boxes I use around Europe, without having horridly
>  complicated dialplans...
>
>  Many thanks in advance for any responses,
>  Ade.
>
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>
>
>
>
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