Hello James,
you may be interested in knowing that QueueMetrics, even in the free
version, does exactly what you ask for, through a normal web browser
placed on each agent's machine. For details on the configuration, you may
want to contacty me off list. See the user manual at
http://queuemetrics.loway.it/manual.jsp - look for the Agent's page.
Thanks
l.
In data Wed, 22 Mar 2006 15:13:14 +0100, James Sturges
<[EMAIL PROTECTED]> ha scritto:
Hi,
I was wondering how other people have approached this problem?
* Customer Calls Business
* Placed in a Queue
* Logged in Agent answers call
* Call Ends
Now the big question; at the end of each call, I need to:
* enter some info in about the call such as Customer Number, Wrap up code
(category of call) etc
* Tell the operator the ${UNIQUEID}
Also need to do the same with an outgoing call.
My thoughts:
* Trap the call before hangup; but not sure if possible with calls in a
Queue
* Send a email to the agent with a link that opens up a form on a web
page
passing to it the ${UNIQUEID} (not sure where in the dial plan this
would be
activated)
* Pop the Unique ID up on the screen of the agent (is there a way of
doing
this with Queues/Agent?)
The big issue I cant get right is what part of the dial plan is run when
an
agent accepts a call? OR Which part of the dial plan gets run when a
agent
finishes a call?
Do I have to do a Manager connect and "watch all the traffic following"
and
trigger it that way?
Thanks
James
--
Assum est, versa et manduca.
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