Would like to deploy * in a small help desk environment (five to ten people) using call queues and some sort of CTI interface to pop Remedy screen data in front of the help desk person receiving the call. Data to be popped would be based on CallerID. Anyone doing something similar? Anyone interfacing to an external Remedy system? Any reference sites that I could read/learn more of the requirements and/or 10,000 foot implementation? Rich
Hi Rich, We have done this before. We basically developed a small client that sits on every machine and communicates with * to get information about an incoming call. Contact me off-list and I will be glad to tell you more about the entire solution. -----Original Message----- From: asterisk-users-admin@lists.digium.com [mailto:asterisk-users-admin@lists.digium.com] On Behalf Of Rich Adamson Sent: September 16, 2003 1:39 PM To: Asterisk-users-list Subject: [Asterisk-Users] call center design question Would like to deploy * in a small help desk environment (five to ten people) using call queues and some sort of CTI interface to pop Remedy screen data in front of the help desk person receiving the call. Data to be popped would be based on CallerID. Anyone doing something similar? Anyone interfacing to an external Remedy system? Any reference sites that I could read/learn more of the requirements and/or 10,000 foot implementation? Rich _______________________________________________ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users
>Hi Rich, > >We have done this before. We basically developed a small client that >sits on every machine and communicates with * to get information about >an incoming call. Contact me off-list and I will be glad to tell you >more about the entire solution.Actually you might be surpised that there are others who are interested in the details of your solution :) The standard designs of have seen fall into a few categories 1) modifications to a channel driver pushing via a socket to clients 2) server listening to manager events, & pushing via a socket to clients 3) clients listening to manager events & selecting events of interest 4) custom client softphones receving urls/callerid 5) other unique solutions ...
>Sure, here it it goes. >When a call is about to be transferred to that extension, an * AGI sends >the client all information that was programmed to be transferred. We had >to patch app_queue.c to do this (giving it the ability to call an AGI >just before a call is being answered by a queue memberHaving gone down this route now, and the benefit of hindsight ... what advantage do you find with made to * channel/app vs. listening on events from the manager interface then doing your client communication when getting the correct state msg
Hi I would be interested in finding out about your solution, i can send you and email offline if you want to, but if you dont have much to hide, it may be better to post it here. On Tue, 16 Sep 2003, Paulo Mannheimer wrote:> Hi Rich, > > We have done this before. We basically developed a small client that > sits on every machine and communicates with * to get information about > an incoming call. Contact me off-list and I will be glad to tell you > more about the entire solution. > > > -----Original Message----- > From: asterisk-users-admin@lists.digium.com > [mailto:asterisk-users-admin@lists.digium.com] On Behalf Of Rich Adamson > Sent: September 16, 2003 1:39 PM > To: Asterisk-users-list > Subject: [Asterisk-Users] call center design question > > > > Would like to deploy * in a small help desk environment (five to ten > people) using call queues and some sort of CTI interface to pop Remedy > screen data in front of the help desk person receiving the call. Data to > be popped would be based on CallerID. > > Anyone doing something similar? > > Anyone interfacing to an external Remedy system? > > Any reference sites that I could read/learn more of the requirements > and/or 10,000 foot implementation? > > Rich > > > > > _______________________________________________ > Asterisk-Users mailing list > Asterisk-Users@lists.digium.com > http://lists.digium.com/mailman/listinfo/asterisk-users > > _______________________________________________ > Asterisk-Users mailing list > Asterisk-Users@lists.digium.com > http://lists.digium.com/mailman/listinfo/asterisk-users >
Is there anyone out there with a custom client softphone and is interested in integrating both solutions? -----Original Message----- From: asterisk-users-admin@lists.digium.com [mailto:asterisk-users-admin@lists.digium.com] On Behalf Of TC Sent: September 16, 2003 3:53 PM To: asterisk-users@lists.digium.com Subject: Re: [Asterisk-Users] call center design question>Hi Rich, > >We have done this before. We basically developed a small client that >sits on every machine and communicates with * to get information about >an incoming call. Contact me off-list and I will be glad to tell you >more about the entire solution.Actually you might be surpised that there are others who are interested in the details of your solution :) The standard designs of have seen fall into a few categories 1) modifications to a channel driver pushing via a socket to clients 2) server listening to manager events, & pushing via a socket to clients 3) clients listening to manager events & selecting events of interest 4) custom client softphones receving urls/callerid 5) other unique solutions ... _______________________________________________ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users
>I'm not sure I understood your question.typos b4 :)>As far as I know, listening to the manager interface wouldn't give me >enough information. At the moment where the call is transferred, the >client has already browsed through a couple of menus, setting some >variables. The AGI sends the content of these variables to the client.What is it you need besides the callerid / name, is it queue information ?? Just wondering the real reason for using a custom chgs as opposed to a 1 or 2 lines of custom code to raise another manager event with the variables of interest that you want for the trigger ?? I would of thought its easier to add some custom events to the app/channels that spew out the manager interface that having large amts of custom code on top, the base asterisk app_blah or chan_blah srcs.
Rich Adamson a ?crit :>Would like to deploy * in a small help desk environment (five to ten >people) using call queues and some sort of CTI interface to pop Remedy >screen data in front of the help desk person receiving the call. Data >to be popped would be based on CallerID. > >Anyone doing something similar? > >Anyone interfacing to an external Remedy system? > >Any reference sites that I could read/learn more of the requirements >and/or 10,000 foot implementation? > >Rich > > > > >_______________________________________________ >Asterisk-Users mailing list >Asterisk-Users@lists.digium.com >http://lists.digium.com/mailman/listinfo/asterisk-users > >I deployed a small call center using Gnophone as the screen data, together with dial + URL. Basically when the operator answers someone from the queue, an URL is pushed and displayed in Gnophone; this is quite simple as it is only web technology. The limitation is that no data is displayed until the called is transfered. -- Jean-Denis Girard ===================================================Essential Software - Ing?nierie Informatique Solutions Linux & Open Source en Polyn?sie fran?aise ---------------------------------------------------- http://www.esoft.pf/ T?l: (689) 54 12 95 ====================================================
On Wed, 2003-09-17 at 03:50, Jean-Denis Girard wrote:> Rich Adamson a ?crit : > > >Would like to deploy * in a small help desk environment (five to ten > >people) using call queues and some sort of CTI interface to pop Remedy > >screen data in front of the help desk person receiving the call. Data > >to be popped would be based on CallerID. > > > >Anyone doing something similar? > > > >Anyone interfacing to an external Remedy system? > > > >Any reference sites that I could read/learn more of the requirements > >and/or 10,000 foot implementation? > > > >Rich > > > > > > > > > >_______________________________________________ > >Asterisk-Users mailing list > >Asterisk-Users@lists.digium.com > >http://lists.digium.com/mailman/listinfo/asterisk-users > > > > > I deployed a small call center using Gnophone as the screen data, > together with dial + URL. Basically when the operator answers someone > from the queue, an URL is pushed and displayed in Gnophone; this is > quite simple as it is only web technology. The limitation is that no > data is displayed until the called is transfered.Hello, I would like to create this kind of call center. Can you provide me more information about that ? Thx, Areski
> Rich Adamson a ??crit : > > >Would like to deploy * in a small help desk environment (five to ten > >people) using call queues and some sort of CTI interface to pop Remedy > >screen data in front of the help desk person receiving the call. Data > >to be popped would be based on CallerID. > > > >Anyone doing something similar? > > > >Anyone interfacing to an external Remedy system? > > > >Any reference sites that I could read/learn more of the requirements > >and/or 10,000 foot implementation? > > > >Rich > > > > > > > > > >_______________________________________________ > >Asterisk-Users mailing list > >Asterisk-Users@lists.digium.com > >http://lists.digium.com/mailman/listinfo/asterisk-users > > > > > I deployed a small call center using Gnophone as the screen data, > together with dial + URL. Basically when the operator answers someone > from the queue, an URL is pushed and displayed in Gnophone; this is > quite simple as it is only web technology. The limitation is that no > data is displayed until the called is transfered.I would really like to have more info about this! Is it possible? BTW Gnophone uses IAX. Does anybody knows if there is a good IAX softphone for Windows? Ben
If Rememdy is web based use "screen-scraping". Pass the information
from
Asterisk to the desktop PC using any of the methods mentioned in this
thread. Then launch the URL, navigate to the user search URL, populate the
fields required with the data sent, simulate a submit click, and presto the
caller data is on the screen.
In a Windows environment this is easily accomplished with IE using the DOM
or a browser control. For Asterisk use any of the data pass methods
described in this thread and perhaps Netscape but screen scraping is your
answer to interfacing any web based app.
Example code for Windows....
public sub event_incomingcall(strCallerId)
set objBrowser = new
CreateObject("InternetExplorer.Application")
objBrowser.Navigate("http://yourticketsystem/index.htm")
' simulate a user login
objBrowser.Document.Forms(1).username.value = "user"
objBrowser.Document.Forms(1).password.value = "password"
objBrowser.Document.Forms(1).submit.click()
' click the search button
objBrowser.Document.Forms(1).search.click()
' enter the search info
objBrowser.Document.Forms(1).phonenumber.value = strCallerId
objBrowser.Document.Forms(1).submit.click()
' scrape complete caller data on screen
end sub
-----Original Message-----
From: Ben [mailto:bbbbben77@yahoo.fr]
Sent: Wednesday, September 17, 2003 10:57
To: asterisk-users@lists.digium.com
Subject: [Asterisk-Users] re: call center design question
> Rich Adamson a ??crit :
>
> >Would like to deploy * in a small help desk environment (five to ten
> >people) using call queues and some sort of CTI interface to pop Remedy
> >screen data in front of the help desk person receiving the call. Data
> >to be popped would be based on CallerID.
> >
> >Anyone doing something similar?
> >
> >Anyone interfacing to an external Remedy system?
> >
> >Any reference sites that I could read/learn more of the requirements
> >and/or 10,000 foot implementation?
> >
> >Rich
> >
> >
> >
> >
> >_______________________________________________
> >Asterisk-Users mailing list
> >Asterisk-Users@lists.digium.com
> >http://lists.digium.com/mailman/listinfo/asterisk-users
> >
> >
> I deployed a small call center using Gnophone as the screen data,
> together with dial + URL. Basically when the operator answers someone
> from the queue, an URL is pushed and displayed in Gnophone; this is
> quite simple as it is only web technology. The limitation is that no
> data is displayed until the called is transfered.
I would really like to have more info about this!
Is it possible?
BTW Gnophone uses IAX. Does anybody knows if there is a good IAX softphone
for
Windows?
Ben
_______________________________________________
Asterisk-Users mailing list
Asterisk-Users@lists.digium.com
http://lists.digium.com/mailman/listinfo/asterisk-users
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