dave cantera
2005-May-31 01:20 UTC
[Asterisk-Users] Asterisk: HelpDesk / CRM type of Application in Asterisk
<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN"> <html> <head> <meta http-equiv="Content-Type" content="text/html;charset=ISO-8859-1"> <title></title> </head> <body> hi, I am new to asterisk.... <br> I have a client who wants a help desk type of application. the asterisk tool kit seems to fit the bill nicely. is there anything already implemented that is available or is all the asterisk implementations custom?<br> attributes of the project include a sequence of events as follows:<br> <br> we need two call paths for different scenarios<br> <br> <b><u>call flow path 'A'</u></b><br> call in, <br> get CID and produce a screen pop, if no match on our database, ask for name (screener stage I)<br> agent #1 fills in / updates a form then<br> pass call to an extension (agent #2, screener stage II) w/ screen pop on local PC,<br> agent #2 has the option of passing that db record directly or creating/completing a second form. this would either have multiple monitors (i.e. a teleprompter) or pass it on to the final destination.<br> record the call at each stage<br> <br> <b><u>call flow path 'B'</u></b><br> call in,<br> get CID and produce a screen pop, if no match on our database, ask for name (agent #1 screener stage I)<br> lookup agent criteria matching the caller's needs, send screen pop to a remote PC (even over the Internet) (stage II)<br> then transfer the call to the remote PC via VoIP if local, PSTN if not local (stage III)<br> record the call at each stage<br> <br> any help would be appreciated...<br> thanks,<br> dave cantera<br> <br> <pre class="moz-signature" cols="$mailwrapcol">-- The eyes of the Lord roam over the whole earth, to encourage those who are devoted to Him wholeheartedly. II Chronicles 16:9 NAB </pre> </body> </html>
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