[asterisk-users] Call Center

[Steve Edwards]

On Sat, 1 Aug 2015, Murthy Gandikota wrote:

> Has anyone used Asterisk for a Call Center operation? What I mean is: 
> given a list of phone numbers, can Asterisk dial each number, play a 
> message and accept some DTMF? I ask because I am an employee of a 
> non-profit company based in San Diego, CA. I already evaluated Voicent 
> and Voxeo. The former has expensive licensing terms and the latter is 
> not best suited for a call center. I would appreciate your kind 
> comments.

On Mon, 3 Aug 2015, Murthy Gandikota wrote:

> We make only solicited calls. That means, the people we are going to 
> call have signed up with our service. As for technical details, I can 
> think of a while loop in .ael to dial out. If you can please point me to 
> a URL, I'd be grateful.

When I hear 'call center' I think of agents and queues.

What you describe sounds more 'automated' -- no humans involved.

I don't think looping in a dialplan is the right approach, since this 
process (originating calls) is not executing in the context of a channel.

I think an external 'scheduler' either creating call files or issuing 
originate requests via AMI is the way to go.

Something like:

// read the list of numbers from a text file or database

// for each number...

// write a 'call file' in /tmp/

// move the call file to the outgoing spool directory

// sleep a bit so you don't overwhelm Asterisk or your SIP provider

// lather, rinse, repeat

The call file asks Asterisk to dial the number. Once the call is answered, 
the call continues at the context, extension, and priority specified in 
the call file.

The dialplan plays the file, asks the questions, and writes the responses 
to the database. You can pass variables (donor name, last year's donation) 
in the call file that you can access as channel variables.

Based on the 'project' description, that's how I would approach it. For 
specifics, feel free to break out your check book and contact me off-list 
:)

-- 
Thanks in advance,
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Steve Edwards       sedwards at sedwards.com      Voice: +1-760-468-3867 PST