Michael Collins
2008-Aug-21 16:40 UTC
[asterisk-users] Question: Soft phone for ACD agents?
To those running call centers I have a question: what kinds of soft phones, if any, do you use? I'm wondering what is out there that has some hooks for custom applications or host system integration, etc. OTOH, do you prefer a desk phone for any reason? If so, why? Thanks for your thoughts, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080821/313b95f5/attachment.htm
Jay R. Ashworth
2008-Aug-21 17:44 UTC
[asterisk-users] Question: Soft phone for ACD agents?
On Thu, Aug 21, 2008 at 09:40:04AM -0700, Michael Collins wrote:> To those running call centers I have a question: what kinds of soft phones, > if any, do you use? I???m wondering what is out there that has some hooks for > custom applications or host system integration, etc. OTOH, do you prefer a > desk phone for any reason? If so, why?The experience in the center I manage the network for was that softphones didn't work out that well, and that regular phones on ATAs weren't much of a win either: ATAs apparently weren't built for 8+ hr/day service; they'd melt down. What we ended up with was Panasonic hardphones with headset jacks (the KX-TS105) plugged into Zhone zPlex 10 FXS channel banks, then T-1 into quad cards on our VICIdial diallers. That gives you 3 spans per room, which works out pretty well even for automatic outbound, though we only do manual these days. I'm in the market for a better station: I don't need the dial, or the handset, or even the ringer (a neon bulb would be fine), but I *do* want something more rugged than those Panasonic's. I'm not sure why no one seems to build a ruggedized agent phone. Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 Those who cast the vote decide nothing. Those who count the vote decide everything. -- (Josef Stalin)