asterisk users - Aug 2008 - AGI and Call Center to do CRM integration

Hi All;

Did anyone used AGI to do te CRM integration in the Asterisk call center?

If yes, I would like to know the overview to know from where to start?

Regards
Bilal

On Thu, Aug 7, 2008 at 5:55 PM, bilal ghayyad <bilmar_gh at yahoo.com>
wrote:
> Hi All;
>
> Did anyone used AGI to do te CRM integration in the Asterisk call center?
>
> If yes, I would like to know the overview to know from where to start?
>
> Regards
> Bilal
>
What CRM?  FastAGI to hit a box that has logic to update the backend
DB of the CRM.

Thanks,
Steve Totaro

CRM: Customer Record Module which is any kind of application.

For example, a bank has an application and the agent sit on his PC, when call
come, the application fetched with the customer information based on the card
number which is entered with the IVR, ....

How the application of the bank was able to fetch the infomation? It was passing
to it from the call center.

Also another example: when call come to call center, and before call routing to
the proper skill group, then we need to check the data related to caller, based
on these data we determine which skill group need to be routed, how this to be
done? AGI can do?

Regards
Bilal


--- On Thu, 8/7/08, Steve Totaro <stotaro at totarotechnologies.com>
wrote:
> From: Steve Totaro <stotaro at totarotechnologies.com>
> Subject: Re: [asterisk-users] AGI and Call Center to do CRM integration
> To: bilmar_gh at yahoo.com, "Asterisk Users Mailing List -
Non-Commercial Discussion" <asterisk-users at lists.digium.com>
> Date: Thursday, August 7, 2008, 6:12 PM
> On Thu, Aug 7, 2008 at 5:55 PM, bilal ghayyad
> <bilmar_gh at yahoo.com> wrote:
> > Hi All;
> >
> > Did anyone used AGI to do te CRM integration in the
> Asterisk call center?
> >
> > If yes, I would like to know the overview to know from
> where to start?
> >
> > Regards
> > Bilal
> >
> 
> What CRM?  FastAGI to hit a box that has logic to update
> the backend
> DB of the CRM.
> 
> Thanks,
> Steve Totaro

We have done this several times for customers with VICIDIAL. I have
also seen companies use AGI scripts to enable this kind of application
as well. So, yes it is possible.

MATT---

On 8/7/08, bilal ghayyad <bilmar_gh at yahoo.com>
wrote:
> CRM: Customer Record Module which is any kind of application.
>
>  For example, a bank has an application and the agent sit on his PC, when
call come, the application fetched with the customer information based on the
card number which is entered with the IVR, ....
>
>  How the application of the bank was able to fetch the infomation? It was
passing to it from the call center.
>
>  Also another example: when call come to call center, and before call
routing to the proper skill group, then we need to check the data related to
caller, based on these data we determine which skill group need to be routed,
how this to be done? AGI can do?
>
>  Regards
>  Bilal
>
>
>  --- On Thu, 8/7/08, Steve Totaro <stotaro at totarotechnologies.com>
wrote:
>
>  > From: Steve Totaro <stotaro at totarotechnologies.com>
>  > Subject: Re: [asterisk-users] AGI and Call Center to do CRM
integration
>  > To: bilmar_gh at yahoo.com, "Asterisk Users Mailing List -
Non-Commercial Discussion" <asterisk-users at lists.digium.com>
>  > Date: Thursday, August 7, 2008, 6:12 PM
>
> > On Thu, Aug 7, 2008 at 5:55 PM, bilal ghayyad
>  > <bilmar_gh at yahoo.com> wrote:
>  > > Hi All;
>  > >
>  > > Did anyone used AGI to do te CRM integration in the
>  > Asterisk call center?
>  > >
>  > > If yes, I would like to know the overview to know from
>  > where to start?
>  > >
>  > > Regards
>  > > Bilal
>  > >
>  >
>  > What CRM?  FastAGI to hit a box that has logic to update
>  > the backend
>  > DB of the CRM.
>  >
>  > Thanks,
>  > Steve Totaro
>
>
>
>
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