Hi, I'm planning on migrating someone who uses a very mature system. They would be logging in either as AgentLogin() or AQM. The main requirement however, is: The supervisor will have a control panel, where he will see how many of his agents are on call. If they are, he can "right-click" on the agent and get the options Call Monitor (where the super just listens in on the call, or new reps can listenin), Call Train (where the super and agent can talk to each other for training, but the customer doesn't hear them, or older reps can train newer reps), Call Barge (where everyone can hear everyone else, super agent and caller) How or what can facilitate this? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080829/14f53a08/attachment.htm
Mark Hamilton wrote:> > Hi, > > I?m planning on migrating someone who uses a very mature system. They > would be logging in either as AgentLogin() or AQM. The main > requirement however, is: > > The supervisor will have a control panel, where he will see how many > of his agents are on call. If they are, he can ?right-click? on the > agent and get the options Call Monitor (where the super just listens > in on the call, or new reps can listenin), Call Train (where the super > and agent can talk to each other for training, but the customer > doesn?t hear them, or older reps can train newer reps), Call Barge > (where everyone can hear everyone else, super agent and caller) > > How or what can facilitate this? > > Thanks! > > ------------------------------------------------------------------------ > > _______________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > AstriCon 2008 - September 22 - 25 Phoenix, Arizona > Register Now: http://www.astricon.net > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-userslooking at the command Chanspy should give you a lot of relevant information. http://www.voip-info.org/wiki/view/Asterisk+cmd+ChanSpy -Robin
> The supervisor will have a control panel, where he will see how many > of his agents are on call. If they are, he can "right-click" on the > agent and get the options Call Monitor (where the super just listens > in on the call, or new reps can listenin), Call Train (where the super > and agent can talk to each other for training, but the customer > doesn't hear them, or older reps can train newer reps), Call Barge > (where everyone can hear everyone else, super agent and caller)We built our own solution that does everything you said, except I didn't bother with the AJAX, right-click handling, etc. I don't know why "right-click" has to be a particular part of the feature. Anyway, our agents dial into a special number, authenticate, get prompted by an IVR menu for what they want to do (take calls, dial out, train) and then await calls. Other agents can train by shadowing other agent calls using ChanSpy(). People with web access can control who can listen to whom, or if at all. To actively monitor somebody, a person with web access can configure their own account to have listen privileges against the chosen agent. We configure all of this using custom-built web interface with PHP, MySQL backend, and Perl agi-bin scripts. We built the current level of features over a span of about a year, and at each stage of development, would add a few features, test drive on a development system, then put it live, repeat. I don't see how you're going to get from zero to 100mph without some custom development work. The least important part of what you want to do is the interface, but that's what you led with. If you're really going through with this, don't prioritize the interface. Instead prioritize the phones features, and improve the interface once the phones features are rock solid. I'm not aware of anything ready-built that does what you want. FreePBX might provide the web-interface part that would at least let you know what agents are currently logged in, and you might be then able to extend FreePBX. I've never tried to do anything like this with FreePBX. Very briefly, if you do the custom thing, design a good data model that handles your workflow. Make agi-bin scripts and web scripts that update that data model when things change in the system, then hook them up to the web interface and asterisk. I don't know what you're using for agent phones. Before I built our particular web-based Asterisk system, our proprietary PBX phones had a literal double-jack feature, where the call could be monitored in person, while sitting next to the agent. There were also messier ways to do that with feature codes, using that proprietary PBX, but ultimately it was too hard to explain, and this system is easier to use for the end-users. -David
On Fri, Aug 29, 2008 at 2:14 PM, Mark Hamilton <mark.h at cage151.com> wrote:> Hi, > > > > I'm planning on migrating someone who uses a very mature system. They would > be logging in either as AgentLogin() or AQM. The main requirement however, > is: > > The supervisor will have a control panel, where he will see how many of his > agents are on call. If they are, he can "right-click" on the agent and get > the options Call Monitor (where the super just listens in on the call, or > new reps can listenin), Call Train (where the super and agent can talk to > each other for training, but the customer doesn't hear them, or older reps > can train newer reps), Call Barge (where everyone can hear everyone else, > super agent and caller) > > > > How or what can facilitate this? > > > > Thanks! >You might want to check out QueueMetrics. It is free for two agents, so I don't feel it out of place to post here. http://queuemetrics.com/ It may not fit the bill for what you want entirely but it is very feature rich and may solve other requirements you may have now or in the future. Thanks, Steve Totaro 1.888.777.1888