David,
I have done a very successful implementation that is almost identical to
what you are describing.
Do you have in-house developers for the customization to your CRM?
Would you just need guidance or would you need someone to dig into your
system?
I designed and implemented a very similar setup for a call center. They
had their own developers for the CRM integration piece, I just told them
what I could do and they told me what they could do and we worked out
solutions from there.
The call center terminated a full T3 with seven Asterisk servers for TDM
to SIP translation using Sangoma cards which passed the calls off to
another server that handled all of the call center smarts (SIP Ulaw).
If you care to discuss this further, you can email me directly or we
should probably take this to biz list.
Thanks,
Steve Totaro
www.asteriskhelpdesk.com
KB3OPB
240.938.1212
David Anderson wrote:
Hi Marco - since you've asked. :)
We're looking to have 3 to 4 T1 lines dropped into our datacenter,
which will contain one of the Asterisk boxes. From the data center,
AT&T is going to be running a fiberoptic connection directly to our
callcenter, which will employ about 75-100 people. We'll have a backup
T1 that will be setup with the Master Asterisk box at the callcenter.
We have a few hundred home based independent contractors scattered
across the country - we want them all to have at least a soft phone
and an extension, but we can't require it.
Call routing will be as such:
All calls from our 800#'s will be sent first to the data center, then
over the fiber line to our call center. Call center agent picks up the
call, does a customer search and asks a few qualifying questions. They
submit the call in a web based app that we have, which finds the best
available agent (using jabber presence). Once the call is submitted,
home based agents will see the call on their screen, and then click to
claim. Back at the call center, the callcenter rep's page is updated
(ajax) with which agent it is. From this point, phase one is just to
transfer the call back out through the fiber connection, to the data
center, then outbound on the t1 line to ring the analog phone of the
agent.
We're looking for some independent help setting this up. Please email
me at [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]> if you have experience with this
type of setup. Phase 1 will be "get it working" - Phase 2 is going to
be a lot of customization with our current web based system, which
uses ColdFusion and SQL 2K.
Thanks,
David
------------------------------
Message: 2
Date: Sat, 24 Mar 2007 01:49:28 +0000
From: "Marco Mouta" < [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>>
Subject: Re: [asterisk-users] SER vs Asterisk?
To: "Asterisk Users Mailing List - Non-Commercial Discussion"
< asterisk-users@lists.digium.com
<mailto:asterisk-users@lists.digium.com>>
Message-ID:
<[EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>>
Content-Type: text/plain; charset="iso-8859-1"
Only with Asterisk you can handle it, but of course it depends on your
requirements on scalability and redundancy needed.
How many agents? How many diferent locations? SIP trunk to your
telco or
PSTN ? Remote Agents at home?
Post more details on your requirements and I believe there are so many
experienced users in this list all around the world that you will
have good
tips here.
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