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Kevin Savoy

2006-May-05 12:40 UTC

[Asterisk-Users] Call Center Phone with Auto Answer

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Cory Andrews

2006-May-05 12:49 UTC

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[Asterisk-Users] Call Center Phone with Auto Answer

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Mike Clark

2006-May-05 12:54 UTC

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[Asterisk-Users] Call Center Phone with Auto Answer

Kevin Savoy wrote:
> Can anyone recommend a phone to use in an inbound call center 
> environment that has an auto answer feature? We don?t want the agents 
> having to acknowledge the call. The call should just activate on the 
> headphones. We have tried Grandstream 2000, Polycom 301, 501 and 601. 
> None of these support it.
>My Polycom phones support auto-answer. This link should get you started.

http://www.voip-info.org/wiki-Polycom+auto-answer+config

Mike

Sean Cook

2006-May-05 13:21 UTC

head link

[Asterisk-Users] Call Center Phone with Auto Answer

Kevin Savoy wrote:>
> Can anyone recommend a phone to use in an inbound call center 
> environment that has an auto answer feature? We don?t want the agents 
> having to acknowledge the call. The call should just activate on the 
> headphones. We have tried Grandstream 2000, Polycom 301, 501 and 601. 
> None of these support it.
>
> Thanks
>May be I am not understanding... Why not use agentlogin and have the 
agents always logged in with MOH... they get a beep and they are 
connected.. Change ackcall=no in agents.conf

Then you don't need auto-answer

Philippe Lindheimer

2006-May-05 16:28 UTC

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[Asterisk-Users] Call Center Phone with Auto Answer

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Steve Totaro

2006-May-08 08:15 UTC

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[Asterisk-Users] Call Center Phone with Auto Answer

Does the phone ring, just not auto-answer?

 

Thanks,
Steve Totaro

  

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 10:17 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Firstly the auto-answer on both the 301 and 501 phone is set to on, but
it doesn't seem to have an effect. I'll have to look into this
_ALERT_INFO variable. Not much experience with it here. 

Could you give me a dial plan example that would work? Here is what we
have now.

 

exten=>3472,1,Answer()

exten=>3472,2,Wait(1)

exten=>3472,3,Playback(this-call-may-be-monitored-or-recorded)

exten=>3472,4,SetCallerID(ICS)

exten=>3472,5,Queue(ICS)

 

What can I add to this to make the phone auto-answer? Thanks

 

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Philippe
Lindheimer
Sent: Friday, May 05, 2006 6:29 PM
To: asterisk-users@lists.digium.com
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

I don't see any reason you can't use a polycom. You should be able to
solve your problem multiple ways. You can simply put the default ring on
the Polycom to autoanswer if that is the sole purpose, give it a second
extension to be used in the queue that is programmed to autoanswer, as a
couple of examples, or design your dialplan such that the appropriate
_ALERT_INFO variable is set where the queue is concerned.

 

p

 

	
	From: "Kevin Savoy" <ksavoy@novo1.com>
	To: "'Asterisk Users Mailing List - Non-Commercial
Discussion'"
	<asterisk-users@lists.digium.com>
	Date: Fri, 5 May 2006 15:31:41 -0500
	Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer
	
	The problem with what is in wiki is that these calls are being
sent to a
	queue. There is no way to have the queue dial the preceding
digit that I can
	think of that would trigger this. In the example shown he has an
8 dialed
	before the extension. How would I get Asterisk to dial an 8
before sending
	the call to the logged in agent in the queue?
	
	Thanks
	
	-----Original Message-----
	From: asterisk-users-bounces@lists.digium.com
	[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of
Mike Clark
	Sent: Friday, May 05, 2006 2:55 PM
	To: Asterisk Users Mailing List - Non-Commercial Discussion
	Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer
	
	Kevin Savoy wrote:
	
	> Can anyone recommend a phone to use in an inbound call center 
	> environment that has an auto answer feature? We don't want the
agents 
	> having to acknowledge the call. The call should just activate
on the 
	> headphones. We have tried Grandstream 2000, Polycom 301, 501
and 601. 
	> None of these support it.
	>
	My Polycom phones support auto-answer. This link should get you
started.
	
	http://www.voip-info.org/wiki-Polycom+auto-answer+config
	
	Mike
	_______________________________________________
	--Bandwidth and Colocation provided by Easynews.com --
	
	Asterisk-Users mailing list
	To UNSUBSCRIBE or update options visit:
	http://lists.digium.com/mailman/listinfo/asterisk-users

  _____  

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Steve Totaro

2006-May-08 08:40 UTC

head link

[Asterisk-Users] Call Center Phone with Auto Answer

Why not just use AgentLogin and let them listen to music until a call
comes in?

Thanks,
Steve Totaro

  

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 11:27 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Correct. We have to hit the "answer" button. In a call center
environment such as ours we don't want to give the agents the option of
not answering the call when they are logged in.

 

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Steve
Totaro
Sent: Monday, May 08, 2006 10:15 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Does the phone ring, just not auto-answer?

 

Thanks,
Steve Totaro

  

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 10:17 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

Firstly the auto-answer on both the 301 and 501 phone is set to on, but
it doesn't seem to have an effect. I'll have to look into this
_ALERT_INFO variable. Not much experience with it here. 

Could you give me a dial plan example that would work? Here is what we
have now.

 

exten=>3472,1,Answer()

exten=>3472,2,Wait(1)

exten=>3472,3,Playback(this-call-may-be-monitored-or-recorded)

exten=>3472,4,SetCallerID(ICS)

exten=>3472,5,Queue(ICS)

 

What can I add to this to make the phone auto-answer? Thanks

 

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Philippe
Lindheimer
Sent: Friday, May 05, 2006 6:29 PM
To: asterisk-users@lists.digium.com
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

 

I don't see any reason you can't use a polycom. You should be able to
solve your problem multiple ways. You can simply put the default ring on
the Polycom to autoanswer if that is the sole purpose, give it a second
extension to be used in the queue that is programmed to autoanswer, as a
couple of examples, or design your dialplan such that the appropriate
_ALERT_INFO variable is set where the queue is concerned.

 

p

 

	
	From: "Kevin Savoy" <ksavoy@novo1.com>
	To: "'Asterisk Users Mailing List - Non-Commercial
Discussion'"
	<asterisk-users@lists.digium.com>
	Date: Fri, 5 May 2006 15:31:41 -0500
	Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer
	
	The problem with what is in wiki is that these calls are being
sent to a
	queue. There is no way to have the queue dial the preceding
digit that I can
	think of that would trigger this. In the example shown he has an
8 dialed
	before the extension. How would I get Asterisk to dial an 8
before sending
	the call to the logged in agent in the queue?
	
	Thanks
	
	-----Original Message-----
	From: asterisk-users-bounces@lists.digium.com
	[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of
Mike Clark
	Sent: Friday, May 05, 2006 2:55 PM
	To: Asterisk Users Mailing List - Non-Commercial Discussion
	Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer
	
	Kevin Savoy wrote:
	
	> Can anyone recommend a phone to use in an inbound call center 
	> environment that has an auto answer feature? We don't want the
agents 
	> having to acknowledge the call. The call should just activate
on the 
	> headphones. We have tried Grandstream 2000, Polycom 301, 501
and 601. 
	> None of these support it.
	>
	My Polycom phones support auto-answer. This link should get you
started.
	
	http://www.voip-info.org/wiki-Polycom+auto-answer+config
	
	Mike
	_______________________________________________
	--Bandwidth and Colocation provided by Easynews.com --
	
	Asterisk-Users mailing list
	To UNSUBSCRIBE or update options visit:
	http://lists.digium.com/mailman/listinfo/asterisk-users

  _____  

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FareChase
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Steve Totaro

2006-May-08 09:23 UTC

head link

[Asterisk-Users] Call Center Phone with Auto Answer

That is correct.  Just use IAX trunking and speex.  You will be fine.

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 12:12 PM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Because we will have many of these phones in remote locations and we
don't want to be chewing up bandwidth with agents not on calls. Am I
making the right assumption here that phones that are idle will not be
taking up bandwidth where ones with MOH playing would be?

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Steve
Totaro
Sent: Monday, May 08, 2006 10:40 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Why not just use AgentLogin and let them listen to music until a call
comes in?

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 11:27 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Correct. We have to hit the "answer" button. In a call center
environment such as ours we don't want to give the agents the option of
not answering the call when they are logged in.

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Steve
Totaro
Sent: Monday, May 08, 2006 10:15 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Does the phone ring, just not auto-answer?

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 10:17 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Firstly the auto-answer on both the 301 and 501 phone is set to on, but
it doesn't seem to have an effect. I'll have to look into this
_ALERT_INFO variable. Not much experience with it here. 

Could you give me a dial plan example that would work? Here is what we
have now.

exten=>3472,1,Answer()

exten=>3472,2,Wait(1)

exten=>3472,3,Playback(this-call-may-be-monitored-or-recorded)

exten=>3472,4,SetCallerID(ICS)

exten=>3472,5,Queue(ICS)

What can I add to this to make the phone auto-answer? Thanks

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Philippe
Lindheimer
Sent: Friday, May 05, 2006 6:29 PM
To: asterisk-users@lists.digium.com
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

I don't see any reason you can't use a polycom. You should be able to
solve your problem multiple ways. You can simply put the default ring on
the Polycom to autoanswer if that is the sole purpose, give it a second
extension to be used in the queue that is programmed to autoanswer, as a
couple of examples, or design your dialplan such that the appropriate
_ALERT_INFO variable is set where the queue is concerned.

p

	From: "Kevin Savoy" <ksavoy@novo1.com>
	To: "'Asterisk Users Mailing List - Non-Commercial
Discussion'"
	<asterisk-users@lists.digium.com>
	Date: Fri, 5 May 2006 15:31:41 -0500
	Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

	The problem with what is in wiki is that these calls are being
sent to a
	queue. There is no way to have the queue dial the preceding
digit that I can
	think of that would trigger this. In the example shown he has an
8 dialed
	before the extension. How would I get Asterisk to dial an 8
before sending
	the call to the logged in agent in the queue?

	Thanks

	-----Original Message-----
	From: asterisk-users-bounces@lists.digium.com
	[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of
Mike Clark
	Sent: Friday, May 05, 2006 2:55 PM
	To: Asterisk Users Mailing List - Non-Commercial Discussion
	Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer

	Kevin Savoy wrote:

	> Can anyone recommend a phone to use in an inbound call center 
	> environment that has an auto answer feature? We don't want the
agents 
	> having to acknowledge the call. The call should just activate
on the 
	> headphones. We have tried Grandstream 2000, Polycom 301, 501
and 601. 
	> None of these support it.
	>
	My Polycom phones support auto-answer. This link should get you
started.

	http://www.voip-info.org/wiki-Polycom+auto-answer+config

	Mike
	_______________________________________________
	--Bandwidth and Colocation provided by Easynews.com --

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

  _____  

Get amazing travel prices for air and hotel in one click on Yahoo!
FareChase
<http://farechase.yahoo.com/;_ylc=X3oDMTFpMnJnZ3IxBF9TAzk3NDA3NTg5BHNlYw
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Steve Totaro

2006-May-08 12:12 UTC

head link

[Asterisk-Users] Call Center Phone with Auto Answer

Not sure if it is possible or not but you could record the company
names, use cepstral, or festival.  The part I am unsure of is whether
you can use a variable in the announce= field in queues.conf.  

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 2:25 PM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Ok I can get this to work now the next problem is since the agent stays
"off-hook" when a call is presented to them there is no indication of
what call this is. Being an inbound call center we have 100's of
clients. 1,000's of toll frees and DNIS. We use the Asterisk callerID
function to assign a name to each call so that when the call is
presented to the agent it displays which company the call is for. With
AgentLogin all the agent gets is the number they dialed to log in. No
idea which client this call is for. Any ideas there?

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Steve
Totaro
Sent: Monday, May 08, 2006 11:23 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

That is correct.  Just use IAX trunking and speex.  You will be fine.

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 12:12 PM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Because we will have many of these phones in remote locations and we
don't want to be chewing up bandwidth with agents not on calls. Am I
making the right assumption here that phones that are idle will not be
taking up bandwidth where ones with MOH playing would be?

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Steve
Totaro
Sent: Monday, May 08, 2006 10:40 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Why not just use AgentLogin and let them listen to music until a call
comes in?

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 11:27 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Correct. We have to hit the "answer" button. In a call center
environment such as ours we don't want to give the agents the option of
not answering the call when they are logged in.

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Steve
Totaro
Sent: Monday, May 08, 2006 10:15 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Does the phone ring, just not auto-answer?

Thanks,
Steve Totaro

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Monday, May 08, 2006 10:17 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

Firstly the auto-answer on both the 301 and 501 phone is set to on, but
it doesn't seem to have an effect. I'll have to look into this
_ALERT_INFO variable. Not much experience with it here. 

Could you give me a dial plan example that would work? Here is what we
have now.

exten=>3472,1,Answer()

exten=>3472,2,Wait(1)

exten=>3472,3,Playback(this-call-may-be-monitored-or-recorded)

exten=>3472,4,SetCallerID(ICS)

exten=>3472,5,Queue(ICS)

What can I add to this to make the phone auto-answer? Thanks

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Philippe
Lindheimer
Sent: Friday, May 05, 2006 6:29 PM
To: asterisk-users@lists.digium.com
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

I don't see any reason you can't use a polycom. You should be able to
solve your problem multiple ways. You can simply put the default ring on
the Polycom to autoanswer if that is the sole purpose, give it a second
extension to be used in the queue that is programmed to autoanswer, as a
couple of examples, or design your dialplan such that the appropriate
_ALERT_INFO variable is set where the queue is concerned.

p

	From: "Kevin Savoy" <ksavoy@novo1.com>
	To: "'Asterisk Users Mailing List - Non-Commercial
Discussion'"
	<asterisk-users@lists.digium.com>
	Date: Fri, 5 May 2006 15:31:41 -0500
	Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer

	The problem with what is in wiki is that these calls are being
sent to a
	queue. There is no way to have the queue dial the preceding
digit that I can
	think of that would trigger this. In the example shown he has an
8 dialed
	before the extension. How would I get Asterisk to dial an 8
before sending
	the call to the logged in agent in the queue?

	Thanks

	-----Original Message-----
	From: asterisk-users-bounces@lists.digium.com
	[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of
Mike Clark
	Sent: Friday, May 05, 2006 2:55 PM
	To: Asterisk Users Mailing List - Non-Commercial Discussion
	Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer

	Kevin Savoy wrote:

	> Can anyone recommend a phone to use in an inbound call center 
	> environment that has an auto answer feature? We don't want the
agents 
	> having to acknowledge the call. The call should just activate
on the 
	> headphones. We have tried Grandstream 2000, Polycom 301, 501
and 601. 
	> None of these support it.
	>
	My Polycom phones support auto-answer. This link should get you
started.

	http://www.voip-info.org/wiki-Polycom+auto-answer+config

	Mike
	_______________________________________________
	--Bandwidth and Colocation provided by Easynews.com --

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

  _____  

Get amazing travel prices for air and hotel in one click on Yahoo!
FareChase
<http://farechase.yahoo.com/;_ylc=X3oDMTFpMnJnZ3IxBF9TAzk3NDA3NTg5BHNlYw
NtYWlsLXRhZ2xpbmVzBHNsawNmYXJlY2hhc2UtMDQyNzA2%0d%0a>  

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Steve Totaro

2006-May-08 14:14 UTC

head link

[Asterisk-Users] Call Center Phone with Auto Answer

Use an activex screenpop.

Thanks,
Steve Totaro
> -----Original Message-----
> From: Kevin Savoy [mailto:ksavoy@novo1.com]
> Sent: Monday, May 08, 2006 3:32 PM
> To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
> Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer
> 
> This may be the way to go but not the best. Our agents frankly aren't
the> brightest people and I can see them forgetting it as soon as it is
said to> them, or they are not paying attention and missing the announcement
but it> is something to look into. Thanks
> 
> -----Original Message-----
> From: asterisk-users-bounces@lists.digium.com
> [mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Time
Bandit> Sent: Monday, May 08, 2006 2:23 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer
> 
> > Ok I can get this to work now the next problem is since the agent
stays> > "off-hook" when a call is presented to them there is no
indication
of> what
> > call this is. Being an inbound call center we have 100's of
clients.
> 1,000's
> > of toll frees and DNIS. We use the Asterisk callerID function to
assign> a
> > name to each call so that when the call is presented to the agent it
> > displays which company the call is for. With AgentLogin all the
agent> gets
> > is the number they dialed to log in. No idea which client this call
is> for.
> > Any ideas there?
> When you send the caller to the queue, you can pass the name of the
> audio file to be played as the announcement to the agent when he gets
> the call. Maybe you could use that and pre-record the name of the
> customer, passing that audio file
> 
> something like "exten =>
> 8000,n,Queue(8000|t||FilenameOfTheCustomerName|300)"
> 
> maybe you could also use festival
> 
> hth
> _______________________________________________
> --Bandwidth and Colocation provided by Easynews.com --
> 
> Asterisk-Users mailing list
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
> 
> _______________________________________________
> --Bandwidth and Colocation provided by Easynews.com --
> 
> Asterisk-Users mailing list
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users

Steve Totaro

2006-May-09 06:13 UTC

head link

[Asterisk-Users] Call Center Phone with Auto Answer

Like i said, an activex screenpop.  You could even pop them directly to
the customer's account.
 

Thanks,
Steve Totaro

  

 

  _____  

From: Kevin Savoy [mailto:ksavoy@novo1.com] 
Sent: Tuesday, May 09, 2006 9:08 AM
To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer



I see two problems with doing it this way. One the agent is not paying
attention and misses the announcement. Two we have some queues that can
have as many 800+ toll free numbers pointed at the same queue. The
agents need to be able to know which of the toll free numbers was
dialed. We do that in our current system by putting the last four digits
of the toll free on the phone display. With the below scenario it will
not only have to have a variable as to which account but also say out
the digits of the last four but only on certain accounts. That is
possible I realize but messy. 

 

I need a combination of the two scenarios. AgentCallBackLogin so that I
can have a phone display but AgentLogin so that there is no Call Back
and just presents the call. Unless I can come up with something I'm
guessing we are going to have to write some kind of program that can do
this instead.

 

Anyone have anything else to add? Thanks

 

  _____  

From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Junaid
Uppal
Sent: Tuesday, May 09, 2006 2:57 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer

 

Hi Steve ,

I was actually looking forward for the same thing , do y ou have
something like this , as an example?

regards

Junaid Uppal



On 5/9/06, Steve Totaro <stotaro@asteriskhelpdesk.com> wrote:

Use an activex screenpop.

Thanks,
Steve Totaro
> -----Original Message-----
> From: Kevin Savoy [mailto:ksavoy@novo1.com]
> Sent: Monday, May 08, 2006 3:32 PM 
> To: 'Asterisk Users Mailing List - Non-Commercial Discussion'
> Subject: RE: [Asterisk-Users] Call Center Phone with Auto Answer
>
> This may be the way to go but not the best. Our agents frankly aren't 
the> brightest people and I can see them forgetting it as soon as it is
said to> them, or they are not paying attention and missing the announcement
but it> is something to look into. Thanks 
>
> -----Original Message-----
> From: asterisk-users-bounces@lists.digium.com
> [mailto: asterisk-users-bounces@lists.digium.com<mailto:asterisk-users-bounces@lists.digium.com> ] On Behalf Of Time
Bandit> Sent: Monday, May 08, 2006 2:23 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [Asterisk-Users] Call Center Phone with Auto Answer 
>
> > Ok I can get this to work now the next problem is since the agent
stays> > "off-hook" when a call is presented to them there is no
indication
of> what
> > call this is. Being an inbound call center we have 100's of
clients.
> 1,000's
> > of toll frees and DNIS. We use the Asterisk callerID function to
assign> a
> > name to each call so that when the call is presented to the agent it
> > displays which company the call is for. With AgentLogin all the 
agent> gets
> > is the number they dialed to log in. No idea which client this call
is> for.
> > Any ideas there?
> When you send the caller to the queue, you can pass the name of the 
> audio file to be played as the announcement to the agent when he gets
> the call. Maybe you could use that and pre-record the name of the
> customer, passing that audio file
>
> something like "exten => 
> 8000,n,Queue(8000|t||FilenameOfTheCustomerName|300)"
>
> maybe you could also use festival
>
> hth
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