asterisk users - Jan 2013 - Integration with Social Media, Email and Web call center

Dears;

Can someone advise me where to find a technology (open source) that let us able
to integrate with social media like whatsapp and facebook? And use this in call
center (queuing the messages and routing it for agent)?

Anyone give me a light to start?

Regards
Bilal

For just the messaging part, you should be able to use wget or curl to
interface and create messages.  You might have to go a little "higher
level"
like C or Perl, but it sounds very doable.

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of bilal ghayyad
Sent: Tuesday, January 22, 2013 4:27 PM
To: asterisk-users at lists.digium.com
Subject: [asterisk-users] Integration with Social Media, Email and Web call
center

Dears;

Can someone advise me where to find a technology (open source) that let us
able to integrate with social media like whatsapp and facebook? And use this
in call center (queuing the messages and routing it for agent)?

Anyone give me a light to start?

Regards
Bilal 



--
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They advised me to check jabber.org.
Yes, jabber.org has a client that can send/receive and integrate with other
social media (facebook, msn, twitter, ... etc).

But, as an Agent who can login/logout and take a calls, how can I make it to be
single login for voice and messages. So, if the agent is not available, he will
not get a calls and will not get a messages.

Those who used jabber.org or who used other than jabber.org for such
requirement, what do you suggest?

Regards
Bilal

--------------
> 
> For just the messaging part, you should be able to use wget
> or curl to
> interface and create messages.? You might have to go a
> little "higher level"
> like C or Perl, but it sounds very doable.
> 
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com]
> On Behalf Of bilal ghayyad
> Sent: Tuesday, January 22, 2013 4:27 PM
> To: asterisk-users at lists.digium.com
> Subject: [asterisk-users] Integration with Social Media,
> Email and Web call
> center
> 
> Dears;
> 
> Can someone advise me where to find a technology (open
> source) that let us
> able to integrate with social media like whatsapp and
> facebook? And use this
> in call center (queuing the messages and routing it for
> agent)?
> 
> Anyone give me a light to start?
> 
> Regards
> Bilal

This is how I would see the process working
1.  use curl/wget to query Facebook (etc.)
2.  determine whether we are to drop a call into the queue or just process a
message
3.  determine agent availability through AMI process or asterisk -rx
process.
4.  drop the call into the queue or place the message if the agent is
available
5.  if the agent is unavailable, do alternate process.

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of bilal ghayyad
Sent: Thursday, January 24, 2013 9:24 AM
To: asterisk-users at lists.digium.com
Subject: Re: [asterisk-users] Integration with Social Media, Email and Web
call center

They advised me to check jabber.org.
Yes, jabber.org has a client that can send/receive and integrate with other
social media (facebook, msn, twitter, ... etc).

But, as an Agent who can login/logout and take a calls, how can I make it to
be single login for voice and messages. So, if the agent is not available,
he will not get a calls and will not get a messages.

Those who used jabber.org or who used other than jabber.org for such
requirement, what do you suggest? 

Regards
Bilal

--------------
> 
> For just the messaging part, you should be able to use wget or curl to 
> interface and create messages.? You might have to go a little "higher 
> level"
> like C or Perl, but it sounds very doable.
> 
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com]
> On Behalf Of bilal ghayyad
> Sent: Tuesday, January 22, 2013 4:27 PM
> To: asterisk-users at lists.digium.com
> Subject: [asterisk-users] Integration with Social Media, Email and Web 
> call center
> 
> Dears;
> 
> Can someone advise me where to find a technology (open
> source) that let us
> able to integrate with social media like whatsapp and facebook? And 
> use this in call center (queuing the messages and routing it for 
> agent)?
> 
> Anyone give me a light to start?
> 
> Regards
> Bilal
--
_____________________________________________________________________
-- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to
Asterisk? Join us for a live introductory webinar every Thurs:
               http://www.asterisk.org/hello

asterisk-users mailing list
To UNSUBSCRIBE or update options visit:
   http://lists.digium.com/mailman/listinfo/asterisk-users

On 22/01/2013, at 5:27 PM, bilal ghayyad <bilmar_gh at yahoo.com>
wrote:
> Dears;
> 
> Can someone advise me where to find a technology (open source) that let us
able to integrate with social media like whatsapp and facebook? And use this in
call center (queuing the messages and routing it for agent)?
> 
> Anyone give me a light to start?

In the past I've sent calls to an agent in the queue with music on hold that
contained a beep every 20 seconds (to remind them they're on a call) and
then used the same code I do for screen popping to send them alternative
records.  I.E. web page, email, fax etc.  It's stored in the database that
that's what they were working on and then when they finished working on it
they just hang up or press * to disconnect the call.

That way you can use the standard Asterisk queues and they don't get
bothered by anything else while they're working on it.

Facebook might be a little harder as you wouldn't necessarily know when an
incoming request came.

--
Cheers,

Matt Riddell
_______________________________________________

http://www.venturevoip.com/news.php (Daily Asterisk News)
http://www.venturevoip.com/pabx_on_disk.php (PABX on a Disk)
http://www.venturevoip.com/exchange.php (Full ITSP Solution)
http://www.venturevoip.com/cc.php (Call Centre Solutions)

On 24/01/2013, at 10:24 AM, bilal ghayyad <bilmar_gh at yahoo.com>
wrote:
> They advised me to check jabber.org.
> Yes, jabber.org has a client that can send/receive and integrate with other
social media (facebook, msn, twitter, ... etc).
> 
> But, as an Agent who can login/logout and take a calls, how can I make it
to be single login for voice and messages. So, if the agent is not available, he
will not get a calls and will not get a messages.
> 
> Those who used jabber.org or who used other than jabber.org for such
requirement, what do you suggest?

Ah, so yeah same as I said but when you get a jabber message you just send a
call to the queue with one leg pointing to a particular music file and screen
pop the relevant data.

--
Cheers,

Matt Riddell
_______________________________________________

http://www.venturevoip.com/news.php (Daily Asterisk News)
http://www.venturevoip.com/pabx_on_disk.php (PABX on a Disk)
http://www.venturevoip.com/exchange.php (Full ITSP Solution)
http://www.venturevoip.com/cc.php (Call Centre Solutions)