asterisk users - Mar 2003 - Voice based FAQ and support system?

Hi All...

I have been looking around for a system that will allow me to deploy a 
phone based voice support system.  I have been spending money on answering 
services and am finally fed up with them.

I would like to deploy on Debian Linux.

After searching the Internet I found Asterisk, which seems to be the most 
flexible (and complex) of the free offerings.  I read the Asterisk users 
manual and have to admin I was more than a bit confused.  I have experience 
with Linux and am an experienced software engineer, so I can probably catch 
on after a few more reads, but I have a few really simple questions I hope 
someone can answer.

I need a system that can:

- Accept phone calls and give a greeting

- Allow users to select to either leave a message for callback or browse 
FAQs

- Present a multi-level voice menu a user can use to drill down to find 
their answers in categories of answers

- If they leave a message send an email to let someone know

- If they leave a message record as much data about the call, like caller 
ID, time, duration and so on

- Let users pick up their messages by dialing in, or ideally via a web 
interface or other Internet based interface.

At first, I would need only one phone line, but as the company grows I may 
need multiple incoming phone lines.  I would like to avoid a T1 as that 
would be quite expensive.  I would prefer to use just ordinary phone POTS 
lines, at least for now.

Also, I see I could probably use the same system for a company phone 
system, as this is what its designed for.  Can ordinary phones be plugged 
into it somehow?  I don't mind buying hardware, as it would be cheaper than 
the answering service!

Thanks!

Jim

> I need a system that can:
>
> - Accept phone calls and give a greeting
That's basically playing back a voice file
>
> - Allow users to select to either leave a message for callback or browse
> FAQs
IVR menu
>
> - Present a multi-level voice menu a user can use to drill down to find
> their answers in categories of answers
IVR menu
>
> - If they leave a message send an email to let someone know
Normal voicemail feature.
>
> - If they leave a message record as much data about the call, like caller
> ID, time, duration and so on
Asterisk is configured to deliver that. Look at one of my voicemail
messages:

        Just wanted to let you know you were just left a 0:18 long message
(number 1)
in mailbox 6161 from "Install Support" <9547097232>, on
Wednesday,
February 12,
2003 at 08:31:10 AM so you might
want to check it when you get a chance.  Thanks!

>
> - Let users pick up their messages by dialing in, or ideally via a web
> interface or other Internet based interface.
We have a simple www interface to listen to messages. One can
also retrieve a message via a certain, defined extension.
>
> At first, I would need only one phone line, but as the company grows I may
> need multiple incoming phone lines.  I would like to avoid a T1 as that
> would be quite expensive.  I would prefer to use just ordinary phone POTS
> lines, at least for now.
It's always better to use T1. There are a few problems with analog lines.
>
> Also, I see I could probably use the same system for a company phone
> system, as this is what its designed for.  Can ordinary phones be plugged
> into it somehow?  I don't mind buying hardware, as it would be cheaper
than
Yes, by using a channel bank, digium FXS card or FXS-SIP devices (for
example: ATA186)
> the answering service!
Sure it would :)

regards
Martin
>
> Thanks!
>
> Jim
>
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