Greetings, List. I would like to implement a procedure in my call center but am not sure the best way to implement it. I'm hoping I can describe it here and that I'll receive some feedback and/or suggestions on how to proceed.
Here's my situation: My call center fields calls regarding internet access issues for local apartment complexes and businesses. Most of the time, we get a few calls here and there from new tenants unsure how to set up their connection. Every so often, however, there will be some sort of issue (ISP going down, router crashing, etc...) that will leave all users without internet access. When this happens, we get a flood of calls and the girls in my call center can quickly become overwhelmed. What I'd like to do is set up a system whereby incoming calls during a known outage are instead redirected to a recording explaining the issue and the option to have the caller leave a message (a la voicemail). All calls come down our T1 and we are able to identify the incoming account based on its DID. We would need to do this on a per-account basis. My girls would also need to have the ability to toggle on/off the redirection as well as record a message for the caller to hear -- at a moment's notice. Since my girls only field the calls and don't do any actual support (I do that), it'd be ideal if my VM indicator would also let me know if any callers left messages during a known outage. Again, this would be ideal, but most certainly not necessary. So, what say you list? Any suggestions on the most efficient way to do this? I am quite familiar with PHP and not adverse to writing a script to do this for me (I suspect I will have to anyway), but don't wish to reinvent the wheel if something like this already exists. Thanks in advance, Jay _______________________________________________ --Bandwidth and Colocation Provided by http://www.api-digital.com-- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
