Matt Van Alst
2006-Dec-13 10:28 UTC
[asterisk-users] record time with phones option buttons
Anyone able to point me the right direction for the following would be helpful. I have a client that needs to keep detailed time for how long their Customer Service Reps. Spend on different subject with the customers. i.e. All CSR's are trained to take all types of calls. For regulatory reasons they have to keep track of how long they spend talking to a customer about different offerings. A call comes in and they cross sell for another division in the company and if the customer is interested they need to record their time to that division. Say we have Cisco 7940's or 7960's or any phone that has the additional buttons other than call appearance. Can we program those buttons to start recording that reps time to the correct division. i.e. CSR talks call for division #1 they press the first button on the phone. Same CSR cross sells for division #2 they than press second button to record time for that division Throwing all this into a database to pull out realtime, daily or weekly would be perfect. Thanks -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20061213/01d81ad8/attachment.htm
On Wed, 2006-12-13 at 12:28 -0500, Matt Van Alst wrote:> Anyone able to point me the right direction for the following would be > helpful.[..]> Say we have Cisco 7940?s or 7960?s or any phone that has the > additional buttons other than call appearance. Can we program those > buttons to start recording that reps time to the correct division. > >FWIW here's an idea: My first shot at it would be to try it with a snom phone and it's programmable buttons. In theory (haven't tried) you should be able to program the snom phone to send some digits via it's buttons. These digits can match those in features.conf which in can run some AGI (without interrupting the call itself). Example: snom phone button #1 sends **601, features.conf: [applicationmap] productone => **601,Macro,logproduct,1 producttwo => **602,Macro,logproduct,2 productthree => **603,Macro,logproduct,3 .... [macro-logproduct] exten => s,1,Agi(logproduct,${ARG1}) or so.. of course this can be a pain to handcode should you have loads and loads of products, but it might work. Let me know! Conrad