asterisk users - Aug 2003 - call center - operators not using phone keys

Hi,

I'm considering setting up a small call centre, but I don't want
operators to need to use their phone keypads. Supposedly, all required
call functions (dialling, answering, transfer, on hold, hang up, etc),
should be done via their scripts (be is a web interface, curses or
whatnot) and not using either a regular phone, nor a gnome-phone type
interface. 

Also, all this will be happen in a 100% free MS zone. I think this can
be done, but my experience is limited. 

Would this be possible with asterisk ? (more than a confirmation that it
is possible, I was looking for a "I did it this way" kinda of answer)
:-)


Regards,

Miguel Dias


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yes, you'll need outbound spool (see sample.call)

Mark

On Mon, 25 Aug 2003, Miguel Bettencourt Dias (Netopia) wrote:
>
> Hi,
>
> I'm considering setting up a small call centre, but I don't want
> operators to need to use their phone keypads. Supposedly, all required
> call functions (dialling, answering, transfer, on hold, hang up, etc),
> should be done via their scripts (be is a web interface, curses or
> whatnot) and not using either a regular phone, nor a gnome-phone type
> interface.
>
> Also, all this will be happen in a 100% free MS zone. I think this can
> be done, but my experience is limited.
>
> Would this be possible with asterisk ? (more than a confirmation that it
> is possible, I was looking for a "I did it this way" kinda of
answer)
> :-)
>
>
> Regards,
>
> Miguel Dias
>
>
>

Miguel:

All these features you should be able to implement through the C API but the
problem you might have is performing it client side from a web page or
something of that nature. 

I have implemented several non-keypad systems on a Microsoft platform
against a variety of switches. What those switches had that Asterisk does
not was CTI integration. In these cases it was Dialogic CT Connect product,
usually speaking CSTA to remotely control the switch, and an active-x
control on the web browser. Made things really simple client side, something
like. myclient.transfer("1653").

Perhaps some day there will be a client side product/widget/whatever for
Asterisk, but right now it doesn't exist, to my knowledge that is. 

-Matt



-----Original Message-----
From: Miguel Bettencourt Dias (Netopia) [mailto:mbd@netopia.pt]
Sent: Monday, August 25, 2003 09:53
To: asterisk-users@lists.digium.com
Subject: Re: [Asterisk-Users] call center - operators not using phone
keys


On Mon, 2003-08-25 at 15:09, Mark Spencer wrote:
> yes, you'll need outbound spool (see sample.call)
Sure, 

This will allow me to start a call. but what about call transfers, agent
login, accepting a call, and others ? 

Regards,

mbd
> Mark
> 
> On Mon, 25 Aug 2003, Miguel Bettencourt Dias (Netopia) wrote:
> 
> >
> > Hi,
> >
> > I'm considering setting up a small call centre, but I don't
want
> > operators to need to use their phone keypads. Supposedly, all required
> > call functions (dialling, answering, transfer, on hold, hang up, etc),
> > should be done via their scripts (be is a web interface, curses or
> > whatnot) and not using either a regular phone, nor a gnome-phone type
> > interface.
> >
> > Also, all this will be happen in a 100% free MS zone. I think this can
> > be done, but my experience is limited.
> >
> > Would this be possible with asterisk ? (more than a confirmation that
it
> > is possible, I was looking for a "I did it this way" kinda
of answer)
> > :-)
> >
> >
> > Regards,
> >
> > Miguel Dias
> >
> >
> >
> 
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users@lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
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