Michael Sampson
2006-Oct-10 07:43 UTC
[asterisk-users] Inbound Callcenter with multiple DIDs
I'm curious what asterisk solutions there are out there for inbound call centers with multiple DIDs. I'm looking for solutions for a setup where single system may have 1000 DIDs going to it, one for each account. Each account may not get that many calls. Solutions that will all reporting on calls coming into different accounts, call routing for queues based on distribution groups. Like accounts 1 - 100 are in group 1, 101 - 200 are in group two. Some agents can get calls from group 1, some from group 2 and some from both groups. Most solutions I have found are meant for inbound call centers that handle only a few types of calls and have little need to make large distinctions between different DIDs. I have played around with QueueMetrics and it is a good piece of software, but does not handle the DIDs the way I need. Really any recommendations for software to go with asterisk that inbound call centers are using and find useful would be great. -- Michael Sampson Information Systems Manager Customer Contact Services msampson@yourccsteam.com 952-936-4000
Earl Terwilliger
2006-Oct-10 09:48 UTC
[asterisk-users] Inbound Callcenter with multiple DIDs
Hi Michael, If you want something very basic: http://www.micpc.com/eventmonitor will pop up a menu for an incoming call to an agent. It is a very basic system but i wrote it as such to be both functional and a framework to build from. You would need to enhance it (for your specific needs), however, since it has all of the asterisk events in a MySQL database, that should not be a problem. earl On Tuesday 10 October 2006 10:44, Michael Sampson wrote:> I'm curious what asterisk solutions there are out there for inbound call > centers with multiple DIDs. I'm looking for solutions for a setup where > single system may have 1000 DIDs going to it, one for each account. Each > account may not get that many calls. > Solutions that will all reporting on calls coming into different > accounts, call routing for queues based on distribution groups. Like > accounts 1 - 100 are in group 1, 101 - 200 are in group two. Some agents > can get calls from group 1, some from group 2 and some from both groups. > > Most solutions I have found are meant for inbound call centers that > handle only a few types of calls and have little need to make large > distinctions between different DIDs. I have played around with > QueueMetrics and it is a good piece of software, but does not handle the > DIDs the way I need. > > Really any recommendations for software to go with asterisk that inbound > call centers are using and find useful would be great.
If you wanted to everything manually it could be done. I would use asterisk real time. Never worked with any specific programs that are designed for this so I can't reccoemnd one. ----- Original Message ----- From: "Michael Sampson" <msampson@yourccsteam.com> To: "Asterisk Users Mailing List - Non-Commercial Discussion" <asterisk-users@lists.digium.com> Sent: Tuesday, October 10, 2006 4:44 PM Subject: [asterisk-users] Inbound Callcenter with multiple DIDs> I'm curious what asterisk solutions there are out there for inbound call > centers with multiple DIDs. I'm looking for solutions for a setup where > single system may have 1000 DIDs going to it, one for each account. Each > account may not get that many calls. > Solutions that will all reporting on calls coming into different accounts, > call routing for queues based on distribution groups. Like accounts 1 - > 100 are in group 1, 101 - 200 are in group two. Some agents can get calls > from group 1, some from group 2 and some from both groups. > > Most solutions I have found are meant for inbound call centers that handle > only a few types of calls and have little need to make large distinctions > between different DIDs. I have played around with QueueMetrics and it is a > good piece of software, but does not handle the DIDs the way I need. > > Really any recommendations for software to go with asterisk that inbound > call centers are using and find useful would be great. > > > -- > Michael Sampson > Information Systems Manager > Customer Contact Services > msampson@yourccsteam.com > 952-936-4000 > > _______________________________________________ > --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 >
Hi Michael, do you want to do the reporting or to configure the dialplan? QueueMetrics will do the reporting for no matter how many ACD queues, and will automatically sync to the underlying * config files, so there should be no problem with reporting. You can also configure it in self-service mode, so that each owner of the 1000 DIDs can log in individually and pull stats or real-time reports for their own DID. Hope this helps l. In data Tue, 10 Oct 2006 16:44:04 +0200, Michael Sampson <msampson@yourccsteam.com> ha scritto:> I'm curious what asterisk solutions there are out there for inbound call > centers with multiple DIDs. I'm looking for solutions for a setup where > single system may have 1000 DIDs going to it, one for each account. Each > account may not get that many calls. > Solutions that will all reporting on calls coming into different > accounts, call routing for queues based on distribution groups. Like > accounts 1 - 100 are in group 1, 101 - 200 are in group two. Some agents > can get calls from group 1, some from group 2 and some from both groups. > > Most solutions I have found are meant for inbound call centers that > handle only a few types of calls and have little need to make large > distinctions between different DIDs. I have played around with > QueueMetrics and it is a good piece of software, but does not handle the > DIDs the way I need. > > Really any recommendations for software to go with asterisk that inbound > call centers are using and find useful would be great. > >-- Home of QueueMetrics - http://queuemetrics.loway.it
Michael, After many months of search we decided to develop an in-house solution for such kind of needs. For a month our solution is in production and does everything you mentioned below. Asterisk's built-in call queue does not provide many of the features necessary for large organizations. Idris Information and Communication Systems Manager Vodatech -----Original Message----- From: Michael Sampson [mailto:msampson@yourccsteam.com] Sent: Tuesday, October 10, 2006 5:44 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: [asterisk-users] Inbound Callcenter with multiple DIDs I'm curious what asterisk solutions there are out there for inbound call centers with multiple DIDs. I'm looking for solutions for a setup where single system may have 1000 DIDs going to it, one for each account. Each account may not get that many calls. Solutions that will all reporting on calls coming into different accounts, call routing for queues based on distribution groups. Like accounts 1 - 100 are in group 1, 101 - 200 are in group two. Some agents can get calls from group 1, some from group 2 and some from both groups. Most solutions I have found are meant for inbound call centers that handle only a few types of calls and have little need to make large distinctions between different DIDs. I have played around with QueueMetrics and it is a good piece of software, but does not handle the DIDs the way I need. Really any recommendations for software to go with asterisk that inbound call centers are using and find useful would be great. -- Michael Sampson Information Systems Manager Customer Contact Services msampson@yourccsteam.com 952-936-4000 _______________________________________________ --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