asterisk users - Apr 2011 - Call Center Reporting

Hi All;

I am using Asterisk for Call Center (so agents login, logout, ready, not ready,
... etc). To be able to have a good call center reporting, on what I have to
depend? On the CDR of Asterisk or there is another way?

Is there a good open source tool to be used for Asterisk call center reporting?

What about using the database?

Appreciate ur kindly advise.

Regards
Bilal

On 18 Apr 2011, at 11:06, bilal ghayyad wrote:
> I am using Asterisk for Call Center (so agents login, logout, ready, not
ready, ... etc). To be able to have a good call center reporting, on what I have
to depend? On the CDR of Asterisk or there is another way?
> 
> Is there a good open source tool to be used for Asterisk call center
reporting?
http://www.google.com/search?q=asterisk+call+cener+reporting

There are certainly some nice commercial ones. Can't comment on OSS stuff.
But given it's for a call centre, I'd be tempted by the "you
don't get something for nothing" approach.

S

On Monday 18 Apr 2011, bilal ghayyad wrote:
> Hi All;
>
> I am using Asterisk for Call Center (so agents login, logout, ready, not
> ready, ... etc). To be able to have a good call center reporting, on what I
> have to depend? On the CDR of Asterisk or there is another way?
>
> Is there a good open source tool to be used for Asterisk call center
> reporting?
>
> What about using the database?
If all the details you need to compile your reports can be found in existing 
databases  (Asterisk's CDR database stores the details of calls; you may
need
to get user login/out events from a separate database),  then all you need to 
do is write some "glue" code in your favourite scripting language to
pull
everything together, spit out a CSV file and send it off in an e-mail.

A hint:  Do the whole thing -- or as much of it as it takes to prove to 
yourself that you're on the right track -- "by hand" first,
entering all the
queries yourself in the mysql prompt  (or phpmyadmin),  *before* you try to 
write a program to do it.  You will save yourself much heartache that way.

-- 
AJS

Answers come *after* questions.