Re: [asterisk-users] Asterisk in the call center - how do you do it?
On Thu, Mar 06, 2008 at 11:02:50AM +1100, Paul Hales wrote: > And we found (recently) that if you send the right http packet to a snom > phone you can make the screen say "Agent 155" rather than the extension > number. :) Or, y'know, "INSERT COIN". http://www.hackszine.com/blog/archive/2007/10/change_the_message_on_hp_print.html?CMP=OTC-7G2N43923558 http://www.odetocode.com/Humor/68.aspx Cheers, -- jra -- Jay R. Ashworth Baylink [EMAIL PROTECTED] Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 Those who cast the vote decide nothing. Those who count the vote decide everything. -- (Joseph Stalin) ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
On Mar 5, 2008, at 5:46 PM, [EMAIL PROTECTED] wrote: If you are running a call centre (large or small) using Asterisk, I'd be interested to know how you log your agents in & out: E.g. - Do you use AgentLogin (to force calls onto the agents, perhaps)? - Do you still use AgentCallbackLogin? - If you use AddQueueMember, are you - running it through the agent's phones (i.e. in the dialplan)? - through a manager interface & some software (homebrew or otherwise)? - Do you allow agent hot-desking? - if so, how do you determine which agent is logged in at which desk at what time? - how do you deal with authentication, or don't you bother? It'd also be useful if you could tell me what version of Asterisk you're using. And, finally, a pure fishing expedition: - What kind of reporting (if any) do you currently get out of the Asterisk, and are you happy with it? We are a medium sided center, I'd guess, mostly inbound. We don't use the Queue app, since it seemed rather inadequate for us, so we rolled our own solution that does skills-based routing and various other enhanced features (all database driven.) Along with a custom client, we pass custom headers to handle client-server communication. Any agent can log into any workstation and things just work, and our app handles authentication of agents. (We also authenticate the workstations, but that's hard coded into the app.) As for reporting, again, a totally custom developed system that's an extension to what we were using with our old phone switch. On top of that, I've developed a number of web-based applications (using Apache Tapestry) to slice and dice our data for reporting (mostly graphically) that we use a lot. Since it's all quite specific to how we work and our custom solutions, it wouldn't help anyone, I'm sure. Norman Franke Answering Service for Directors, Inc. www.myasd.com ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
exten => s,n,TrySystem(wget -qb -O /dev/null -o /dev/null
"http://${new_ipaddr}/dummy.htm?settings=save&user_idle_text1=${ARG1}+(Roam)")
This is a clip from the macro in question. How you obtain the IP
address of the phone very much depends on your own install - be it via
sip.conf or RealTime.
Matt Florell wrote:
> That sounds great, could you post an example?
>
> MATT---
>
> On 3/5/08, Rob Hillis <[EMAIL PROTECTED]> wrote:
>
>> Ahh... our method actually set an alias on the phone for the first identity
>> rather than simply sending a message to the phone. This means that whenever
>> the phone would have displayed it's extension number or name, it would
>> display the string we'd set instead. We used this for roaming extensions
>> rather than agents, but the principle would still hold.
>>
>>
>>
>> Matt Florell wrote:
>> Here is the sipsak string I use:
>>
>>
>> /usr/local/bin/sipsak -M -O desktop -B "MESSAGE HERE" -r 5060 -s
>> sip:[EMAIL PROTECTED]
>>
>>
>> Where "MESSAGE HERE" shows up on the Snom phone display after this is sent.
>>
>> Of course this is just an example, in the application messages are
>> posted on the phone display dynamically by the server depending on
>> agent status.
>>
>> MATT---
>>
>>
>> On 3/5/08, Rob Hillis <[EMAIL PROTECTED]> wrote:
>>
>>
>> Interesting. Which type of SIP packet did you send?
>>
>> The method Paul is referring to below is a page you get GET with certain
>> parameters to reconfigure the phone via HTTP...
>>
>>
>>
>> Matt Florell wrote:
>> > I have done integrations with sipsak to do this with Snom phones as well:
>> > http://sipsak.org/
>> >
>> > MATT---
>> >
>> > On 3/5/08, Paul Hales <[EMAIL PROTECTED]> wrote:
>> >
>> >> And we found (recently) that if you send the right http packet to a snom
>> >> phone you can make the screen say "Agent 155" rather than the extension
>> >> number. :)
>> >>
>> >> PaulH
>> >>
>> >>
>>
>>
>> ___
>> -- 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
>>
>>
>> ___
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>>
>> asterisk-users mailing list
>> To UNSUBSCRIBE or update options visit:
>> http://lists.digium.com/mailman/listinfo/asterisk-users
>>
>>
>> ___
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>>
>> asterisk-users mailing list
>> To UNSUBSCRIBE or update options visit:
>>
>> http://lists.digium.com/mailman/listinfo/asterisk-users
>>
>>
>
> ___
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>
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>http://lists.digium.com/mailman/listinfo/asterisk-users
>
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Re: [asterisk-users] Asterisk in the call center - how do you do it?
That sounds great, could you post an example? MATT--- On 3/5/08, Rob Hillis <[EMAIL PROTECTED]> wrote: > > Ahh... our method actually set an alias on the phone for the first identity > rather than simply sending a message to the phone. This means that whenever > the phone would have displayed it's extension number or name, it would > display the string we'd set instead. We used this for roaming extensions > rather than agents, but the principle would still hold. > > > > Matt Florell wrote: > Here is the sipsak string I use: > > > /usr/local/bin/sipsak -M -O desktop -B "MESSAGE HERE" -r 5060 -s > sip:[EMAIL PROTECTED] > > > Where "MESSAGE HERE" shows up on the Snom phone display after this is sent. > > Of course this is just an example, in the application messages are > posted on the phone display dynamically by the server depending on > agent status. > > MATT--- > > > On 3/5/08, Rob Hillis <[EMAIL PROTECTED]> wrote: > > > Interesting. Which type of SIP packet did you send? > > The method Paul is referring to below is a page you get GET with certain > parameters to reconfigure the phone via HTTP... > > > > Matt Florell wrote: > > I have done integrations with sipsak to do this with Snom phones as well: > > http://sipsak.org/ > > > > MATT--- > > > > On 3/5/08, Paul Hales <[EMAIL PROTECTED]> wrote: > > > >> And we found (recently) that if you send the right http packet to a snom > >> phone you can make the screen say "Agent 155" rather than the extension > >> number. :) > >> > >> PaulH > >> > >> > > > ___ > -- 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 > > > ___ > -- 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 > > > ___ > -- 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 > ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
Ahh... our method actually set an alias on the phone for the first identity rather than simply sending a message to the phone. This means that whenever the phone would have displayed it's extension number or name, it would display the string we'd set instead. We used this for roaming extensions rather than agents, but the principle would still hold. Matt Florell wrote: > Here is the sipsak string I use: > > > /usr/local/bin/sipsak -M -O desktop -B "MESSAGE HERE" -r 5060 -s > sip:[EMAIL PROTECTED] > > > Where "MESSAGE HERE" shows up on the Snom phone display after this is sent. > > Of course this is just an example, in the application messages are > posted on the phone display dynamically by the server depending on > agent status. > > MATT--- > > > On 3/5/08, Rob Hillis <[EMAIL PROTECTED]> wrote: > >> Interesting. Which type of SIP packet did you send? >> >> The method Paul is referring to below is a page you get GET with certain >> parameters to reconfigure the phone via HTTP... >> >> >> >> Matt Florell wrote: >> > I have done integrations with sipsak to do this with Snom phones as well: >> > http://sipsak.org/ >> > >> > MATT--- >> > >> > On 3/5/08, Paul Hales <[EMAIL PROTECTED]> wrote: >> > >> >> And we found (recently) that if you send the right http packet to a snom >> >> phone you can make the screen say "Agent 155" rather than the extension >> >> number. :) >> >> >> >> PaulH >> >> >> >> >> >> >> ___ >> -- 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 >> >> > > ___ > -- 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 > ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
Here is the sipsak string I use: /usr/local/bin/sipsak -M -O desktop -B "MESSAGE HERE" -r 5060 -s sip:[EMAIL PROTECTED] Where "MESSAGE HERE" shows up on the Snom phone display after this is sent. Of course this is just an example, in the application messages are posted on the phone display dynamically by the server depending on agent status. MATT--- On 3/5/08, Rob Hillis <[EMAIL PROTECTED]> wrote: > Interesting. Which type of SIP packet did you send? > > The method Paul is referring to below is a page you get GET with certain > parameters to reconfigure the phone via HTTP... > > > > Matt Florell wrote: > > I have done integrations with sipsak to do this with Snom phones as well: > > http://sipsak.org/ > > > > MATT--- > > > > On 3/5/08, Paul Hales <[EMAIL PROTECTED]> wrote: > > > >> And we found (recently) that if you send the right http packet to a snom > >> phone you can make the screen say "Agent 155" rather than the extension > >> number. :) > >> > >> PaulH > >> > >> > > > ___ > -- 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 > ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
Interesting. Which type of SIP packet did you send? The method Paul is referring to below is a page you get GET with certain parameters to reconfigure the phone via HTTP... Matt Florell wrote: > I have done integrations with sipsak to do this with Snom phones as well: > http://sipsak.org/ > > MATT--- > > On 3/5/08, Paul Hales <[EMAIL PROTECTED]> wrote: > >> And we found (recently) that if you send the right http packet to a snom >> phone you can make the screen say "Agent 155" rather than the extension >> number. :) >> >> PaulH >> >> ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
Sipsak is a lot of fun... :) PaulH On Wed, 2008-03-05 at 19:18 -0500, Matt Florell wrote: > I have done integrations with sipsak to do this with Snom phones as well: > http://sipsak.org/ > > MATT--- > > On 3/5/08, Paul Hales <[EMAIL PROTECTED]> wrote: > > > > And we found (recently) that if you send the right http packet to a snom > > phone you can make the screen say "Agent 155" rather than the extension > > number. :) > > > > PaulH > > > > > > > > On Wed, 2008-03-05 at 17:27 -0500, Matt Florell wrote: > > > Hello, > > > > > > I have many clients(from 10 to 300 seats) running VICIDIAL for call > > > centers, both inbound and outbound(and blended). > > > > > > I also have acouple clients that have over 100 agents using Asterisk > > > Queues for inbound only. One of them wrote a little web page that > > > integrated with their timeclock application that logs the agents in on > > > Asterisk when they clock into the system. > > > > > > MATT--- > > > > > > On 3/5/08, Kev S <[EMAIL PROTECTED]> wrote: > > > > I was going to ask the same thing today as i am looking for better and > > more > > > > efficient ways to run a call centre using asterisk! > > > > > > > > Look forward to some responses. > > > > > > > > Kev > > > > > > > > > > > > -Original Message- > > > > From: [EMAIL PROTECTED] > > > > [mailto:[EMAIL PROTECTED] On Behalf Of Ade Vickers > > > > Sent: Thursday, 6 March 2008 8:27 AM > > > > To: 'Asterisk Users Mailing List - Non-Commercial Discussion' > > > > Subject: [asterisk-users] Asterisk in the call center - how do you do > > it? > > > > > > > > Hi folks, > > > > > > > > If you are running a call centre (large or small) using Asterisk, I'd > > be > > > > interested to know how you log your agents in & out: > > > > > > > > E.g. > > > > > > > > - Do you use AgentLogin (to force calls onto the agents, perhaps)? > > > > - Do you still use AgentCallbackLogin? > > > > - If you use AddQueueMember, are you > > > > - running it through the agent's phones (i.e. in the dialplan)? > > > > - through a manager interface & some software (homebrew or > > otherwise)? > > > > - Do you allow agent hot-desking? > > > > - if so, how do you determine which agent is logged in at which > > desk at > > > > what time? > > > > - how do you deal with authentication, or don't you bother? > > > > > > > > It'd also be useful if you could tell me what version of Asterisk > > you're > > > > using. > > > > > > > > And, finally, a pure fishing expedition: > > > > > > > > - What kind of reporting (if any) do you currently get out of the > > Asterisk, > > > > and are you happy with it? > > > > > > > > The reason I'm asking this stuff is because since 2003 I've been > > working on > > > > an ACD reporting product for Nortel Meridians (and, more recently, > > Avaya and > > > > Cisco systems, although that's all early days); and I'm thinking that > > as > > > > Asterisk gains a toe-hold in the call centre market, there maybe a > > market > > > > for this reporting tool for Asterisk users too. The only downside is > > I just > > > > know that my client (who owns the IPR) will never allow the s/w to be > > > > opensourced, or even available for free :( But I guess I shouldn't be > > too > > > > unhappy, as it puts the bread & butter on my table too... > > > > > > > > All the above said - I should add that I'm a complete convert to > > Asterisk, & > > > > use it daily (albeit at a fairly low & simplistic level), e.g. I've > > only > > > > just got around to using a queue on my main POTS line, so I can login > > at any > > > > of the 4 Asterisk boxes I use around Europe, without having horridly > > > > complicated dialplans... > > > > > > > > Many thanks in advance for any responses, > >
Re: [asterisk-users] Asterisk in the call center - how do you do it?
I have done integrations with sipsak to do this with Snom phones as well: http://sipsak.org/ MATT--- On 3/5/08, Paul Hales <[EMAIL PROTECTED]> wrote: > > And we found (recently) that if you send the right http packet to a snom > phone you can make the screen say "Agent 155" rather than the extension > number. :) > > PaulH > > > > On Wed, 2008-03-05 at 17:27 -0500, Matt Florell wrote: > > Hello, > > > > I have many clients(from 10 to 300 seats) running VICIDIAL for call > > centers, both inbound and outbound(and blended). > > > > I also have acouple clients that have over 100 agents using Asterisk > > Queues for inbound only. One of them wrote a little web page that > > integrated with their timeclock application that logs the agents in on > > Asterisk when they clock into the system. > > > > MATT--- > > > > On 3/5/08, Kev S <[EMAIL PROTECTED]> wrote: > > > I was going to ask the same thing today as i am looking for better and > more > > > efficient ways to run a call centre using asterisk! > > > > > > Look forward to some responses. > > > > > > Kev > > > > > > > > > -Original Message- > > > From: [EMAIL PROTECTED] > > > [mailto:[EMAIL PROTECTED] On Behalf Of Ade Vickers > > > Sent: Thursday, 6 March 2008 8:27 AM > > > To: 'Asterisk Users Mailing List - Non-Commercial Discussion' > > > Subject: [asterisk-users] Asterisk in the call center - how do you do > it? > > > > > > Hi folks, > > > > > > If you are running a call centre (large or small) using Asterisk, I'd be > > > interested to know how you log your agents in & out: > > > > > > E.g. > > > > > > - Do you use AgentLogin (to force calls onto the agents, perhaps)? > > > - Do you still use AgentCallbackLogin? > > > - If you use AddQueueMember, are you > > > - running it through the agent's phones (i.e. in the dialplan)? > > > - through a manager interface & some software (homebrew or > otherwise)? > > > - Do you allow agent hot-desking? > > > - if so, how do you determine which agent is logged in at which desk > at > > > what time? > > > - how do you deal with authentication, or don't you bother? > > > > > > It'd also be useful if you could tell me what version of Asterisk you're > > > using. > > > > > > And, finally, a pure fishing expedition: > > > > > > - What kind of reporting (if any) do you currently get out of the > Asterisk, > > > and are you happy with it? > > > > > > The reason I'm asking this stuff is because since 2003 I've been > working on > > > an ACD reporting product for Nortel Meridians (and, more recently, > Avaya and > > > Cisco systems, although that's all early days); and I'm thinking that as > > > Asterisk gains a toe-hold in the call centre market, there maybe a > market > > > for this reporting tool for Asterisk users too. The only downside is I > just > > > know that my client (who owns the IPR) will never allow the s/w to be > > > opensourced, or even available for free :( But I guess I shouldn't be > too > > > unhappy, as it puts the bread & butter on my table too... > > > > > > All the above said - I should add that I'm a complete convert to > Asterisk, & > > > use it daily (albeit at a fairly low & simplistic level), e.g. I've only > > > just got around to using a queue on my main POTS line, so I can login > at any > > > of the 4 Asterisk boxes I use around Europe, without having horridly > > > complicated dialplans... > > > > > > Many thanks in advance for any responses, > > > Ade. > > > > > > No virus found in this outgoing message. > > > Checked by AVG Free Edition. > > > Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: > 04/03/2008 > > > 21:46 > > > > > > > > > > > > > > > ___ > > > -- 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/
Re: [asterisk-users] Asterisk in the call center - how do you do it?
And we found (recently) that if you send the right http packet to a snom phone you can make the screen say "Agent 155" rather than the extension number. :) PaulH On Wed, 2008-03-05 at 17:27 -0500, Matt Florell wrote: > Hello, > > I have many clients(from 10 to 300 seats) running VICIDIAL for call > centers, both inbound and outbound(and blended). > > I also have acouple clients that have over 100 agents using Asterisk > Queues for inbound only. One of them wrote a little web page that > integrated with their timeclock application that logs the agents in on > Asterisk when they clock into the system. > > MATT--- > > On 3/5/08, Kev S <[EMAIL PROTECTED]> wrote: > > I was going to ask the same thing today as i am looking for better and more > > efficient ways to run a call centre using asterisk! > > > > Look forward to some responses. > > > > Kev > > > > > > -Original Message- > > From: [EMAIL PROTECTED] > > [mailto:[EMAIL PROTECTED] On Behalf Of Ade Vickers > > Sent: Thursday, 6 March 2008 8:27 AM > > To: 'Asterisk Users Mailing List - Non-Commercial Discussion' > > Subject: [asterisk-users] Asterisk in the call center - how do you do it? > > > > Hi folks, > > > > If you are running a call centre (large or small) using Asterisk, I'd be > > interested to know how you log your agents in & out: > > > > E.g. > > > > - Do you use AgentLogin (to force calls onto the agents, perhaps)? > > - Do you still use AgentCallbackLogin? > > - If you use AddQueueMember, are you > > - running it through the agent's phones (i.e. in the dialplan)? > > - through a manager interface & some software (homebrew or otherwise)? > > - Do you allow agent hot-desking? > > - if so, how do you determine which agent is logged in at which desk at > > what time? > > - how do you deal with authentication, or don't you bother? > > > > It'd also be useful if you could tell me what version of Asterisk you're > > using. > > > > And, finally, a pure fishing expedition: > > > > - What kind of reporting (if any) do you currently get out of the > > Asterisk, > > and are you happy with it? > > > > The reason I'm asking this stuff is because since 2003 I've been working on > > an ACD reporting product for Nortel Meridians (and, more recently, Avaya > > and > > Cisco systems, although that's all early days); and I'm thinking that as > > Asterisk gains a toe-hold in the call centre market, there maybe a market > > for this reporting tool for Asterisk users too. The only downside is I just > > know that my client (who owns the IPR) will never allow the s/w to be > > opensourced, or even available for free :( But I guess I shouldn't be too > > unhappy, as it puts the bread & butter on my table too... > > > > All the above said - I should add that I'm a complete convert to Asterisk, > > & > > use it daily (albeit at a fairly low & simplistic level), e.g. I've only > > just got around to using a queue on my main POTS line, so I can login at > > any > > of the 4 Asterisk boxes I use around Europe, without having horridly > > complicated dialplans... > > > > Many thanks in advance for any responses, > > Ade. > > > > No virus found in this outgoing message. > > Checked by AVG Free Edition. > > Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: 04/03/2008 > > 21:46 > > > > > > > > > > ___ > > -- 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 > > > > > > > > -- > > This message has been scanned for viruses and > > dangerous content by Mail Call antivirus software, and is > > believed to be clean. > > > > > > > > ___ > > -- 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 > > > > ___ > -- 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 ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
Hello, I have many clients(from 10 to 300 seats) running VICIDIAL for call centers, both inbound and outbound(and blended). I also have acouple clients that have over 100 agents using Asterisk Queues for inbound only. One of them wrote a little web page that integrated with their timeclock application that logs the agents in on Asterisk when they clock into the system. MATT--- On 3/5/08, Kev S <[EMAIL PROTECTED]> wrote: > I was going to ask the same thing today as i am looking for better and more > efficient ways to run a call centre using asterisk! > > Look forward to some responses. > > Kev > > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Ade Vickers > Sent: Thursday, 6 March 2008 8:27 AM > To: 'Asterisk Users Mailing List - Non-Commercial Discussion' > Subject: [asterisk-users] Asterisk in the call center - how do you do it? > > Hi folks, > > If you are running a call centre (large or small) using Asterisk, I'd be > interested to know how you log your agents in & out: > > E.g. > > - Do you use AgentLogin (to force calls onto the agents, perhaps)? > - Do you still use AgentCallbackLogin? > - If you use AddQueueMember, are you > - running it through the agent's phones (i.e. in the dialplan)? > - through a manager interface & some software (homebrew or otherwise)? > - Do you allow agent hot-desking? > - if so, how do you determine which agent is logged in at which desk at > what time? > - how do you deal with authentication, or don't you bother? > > It'd also be useful if you could tell me what version of Asterisk you're > using. > > And, finally, a pure fishing expedition: > > - What kind of reporting (if any) do you currently get out of the Asterisk, > and are you happy with it? > > The reason I'm asking this stuff is because since 2003 I've been working on > an ACD reporting product for Nortel Meridians (and, more recently, Avaya and > Cisco systems, although that's all early days); and I'm thinking that as > Asterisk gains a toe-hold in the call centre market, there maybe a market > for this reporting tool for Asterisk users too. The only downside is I just > know that my client (who owns the IPR) will never allow the s/w to be > opensourced, or even available for free :( But I guess I shouldn't be too > unhappy, as it puts the bread & butter on my table too... > > All the above said - I should add that I'm a complete convert to Asterisk, & > use it daily (albeit at a fairly low & simplistic level), e.g. I've only > just got around to using a queue on my main POTS line, so I can login at any > of the 4 Asterisk boxes I use around Europe, without having horridly > complicated dialplans... > > Many thanks in advance for any responses, > Ade. > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: 04/03/2008 > 21:46 > > > > > ___ > -- 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 > > > > -- > This message has been scanned for viruses and > dangerous content by Mail Call antivirus software, and is > believed to be clean. > > > > ___ > -- 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 > ___ -- 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
Re: [asterisk-users] Asterisk in the call center - how do you do it?
I was going to ask the same thing today as i am looking for better and more efficient ways to run a call centre using asterisk! Look forward to some responses. Kev -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ade Vickers Sent: Thursday, 6 March 2008 8:27 AM To: 'Asterisk Users Mailing List - Non-Commercial Discussion' Subject: [asterisk-users] Asterisk in the call center - how do you do it? Hi folks, If you are running a call centre (large or small) using Asterisk, I'd be interested to know how you log your agents in & out: E.g. - Do you use AgentLogin (to force calls onto the agents, perhaps)? - Do you still use AgentCallbackLogin? - If you use AddQueueMember, are you - running it through the agent's phones (i.e. in the dialplan)? - through a manager interface & some software (homebrew or otherwise)? - Do you allow agent hot-desking? - if so, how do you determine which agent is logged in at which desk at what time? - how do you deal with authentication, or don't you bother? It'd also be useful if you could tell me what version of Asterisk you're using. And, finally, a pure fishing expedition: - What kind of reporting (if any) do you currently get out of the Asterisk, and are you happy with it? The reason I'm asking this stuff is because since 2003 I've been working on an ACD reporting product for Nortel Meridians (and, more recently, Avaya and Cisco systems, although that's all early days); and I'm thinking that as Asterisk gains a toe-hold in the call centre market, there maybe a market for this reporting tool for Asterisk users too. The only downside is I just know that my client (who owns the IPR) will never allow the s/w to be opensourced, or even available for free :( But I guess I shouldn't be too unhappy, as it puts the bread & butter on my table too... All the above said - I should add that I'm a complete convert to Asterisk, & use it daily (albeit at a fairly low & simplistic level), e.g. I've only just got around to using a queue on my main POTS line, so I can login at any of the 4 Asterisk boxes I use around Europe, without having horridly complicated dialplans... Many thanks in advance for any responses, Ade. No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: 04/03/2008 21:46 ___ -- 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 -- This message has been scanned for viruses and dangerous content by Mail Call antivirus software, and is believed to be clean. ___ -- 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
[asterisk-users] Asterisk in the call center - how do you do it?
Hi folks, If you are running a call centre (large or small) using Asterisk, I'd be interested to know how you log your agents in & out: E.g. - Do you use AgentLogin (to force calls onto the agents, perhaps)? - Do you still use AgentCallbackLogin? - If you use AddQueueMember, are you - running it through the agent's phones (i.e. in the dialplan)? - through a manager interface & some software (homebrew or otherwise)? - Do you allow agent hot-desking? - if so, how do you determine which agent is logged in at which desk at what time? - how do you deal with authentication, or don't you bother? It'd also be useful if you could tell me what version of Asterisk you're using. And, finally, a pure fishing expedition: - What kind of reporting (if any) do you currently get out of the Asterisk, and are you happy with it? The reason I'm asking this stuff is because since 2003 I've been working on an ACD reporting product for Nortel Meridians (and, more recently, Avaya and Cisco systems, although that's all early days); and I'm thinking that as Asterisk gains a toe-hold in the call centre market, there maybe a market for this reporting tool for Asterisk users too. The only downside is I just know that my client (who owns the IPR) will never allow the s/w to be opensourced, or even available for free :( But I guess I shouldn't be too unhappy, as it puts the bread & butter on my table too... All the above said - I should add that I'm a complete convert to Asterisk, & use it daily (albeit at a fairly low & simplistic level), e.g. I've only just got around to using a queue on my main POTS line, so I can login at any of the 4 Asterisk boxes I use around Europe, without having horridly complicated dialplans... Many thanks in advance for any responses, Ade. No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.21.4/1312 - Release Date: 04/03/2008 21:46 ___ -- 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
