Check out the Dirigo Contact Suite™ (http://www.stroudwater.com/dirigo.asp),
although built originally for large ACD’s, it will be available for the
Asterisk platform later this summer. Contact me off-list for more information.
Bill Hunt
Stroudwater Contact
Point
207 347 8080 x219
207 415 6170 Mobile
877 870 1234 Toll
Free
www.stroudwater.com
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From:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of dave cantera
Sent: Tuesday, May 31, 2005 4:24
AM
To: asterisk-biz@lists.digium.com
Cc: [EMAIL PROTECTED]
Subject: [Asterisk-biz] Asterisk:
HelpDesk / CRM type of Application inAsterisk
hi,
I mistakenly sent this to the wrong list...
sorry...
dave cantera wrote:
hi, I am new to asterisk....
I have a client who wants a help desk type of application. the asterisk
tool kit seems to fit the bill nicely. is there anything already
implemented that is available or is all the asterisk implementations custom?
attributes of the project include a sequence of events as follows:
we need two call paths for different scenarios
call flow path 'A'
call in,
get CID and produce a screen pop, if no match on our database, ask for name
(screener stage I)
agent #1 fills in / updates a form then
pass call to an extension (agent #2, screener stage II) w/ screen pop on local
PC,
agent #2 has the option of passing that db record directly or
creating/completing a second form. this would either have multiple
monitors (i.e. a teleprompter) or pass it on to the final destination.
record the call at each stage
call flow path 'B'
call in,
get CID and produce a screen pop, if no match on our database, ask for name
(agent #1 screener stage I)
lookup agent criteria matching the caller's needs, send screen pop to a remote
PC (even over the Internet) (stage II)
then transfer the call to the remote PC via VoIP if local, PSTN if not local
(stage III)
record the call at each stage
any help would be appreciated...
thanks,
dave cantera
--
The eyes of the Lord roam over the whole earth, to encourage those who are devoted to Him wholeheartedly.
II Chronicles 16:9 NAB
--
The eyes of the Lord roam over the whole earth, to encourage those who are devoted to Him wholeheartedly.
II Chronicles 16:9 NAB
