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133 posts

Master Geek


# 78658 5-Mar-2011 12:47
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Just wondering what the capabilities of Asterisk were, and if in fact it is what I am actually looking for. VOIP confuses me some what.

I want to create a virtual call centre where incoming calls will actually go across operators situated at home. So the mythical box will sit somewhere accept incoming calls and push them onto a free operator with a computer with voip software.

The mythical box will have to...
1/ Answer the call ask for a 5-6 digit code forward the code to the operator with the call.
2/ Notify how many operators are logged into the system.
3/ Priorities calls to operators logged into the queue the longest.
4/ Maintain sufficient logging so operators can be reimbursed.

To name a few things.

Can an Asterisk box sit on a regular phone line in a house or does it need some special hardware other than the trunk card.

Just spit ballin

Cheers

Jason


[Mod (N8): Fixed up typo]

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Cloud Guru
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  # 445796 5-Mar-2011 14:57
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asterisk, and other systems, can operate with extensions in several locations.

you would have a asterisk server in a main location with a SIP trunk, or a PSTN connection.

your 'agents' would then have a softphone, or hard phone, with a IP connection (VPN, SPI-TLS or unencrypted) back to the server.

NB: there are a few 'cloud based' systems starting to pop up out there. it might be better for you to purchase a number and extensions off of one of these instead if you've no experience in VoIP or Call Centers.




72 posts

Master Geek


  # 453456 30-Mar-2011 12:20
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1/ Answer the call ask for a 5-6 digit code forward the code to the operator with the call.

You might need to build your own PHP script to work with the AGI interface in Asterisk to achieve what you are after. Not a very easy job in my opinion. The script may reset the CALLERID(name) to the pin caller enters and then remain the CALLERID(num) as caller's incoming number.

2/ Notify how many operators are logged into the system.

I guess the Flash control panel should have this function on Freepbx?

3/ Priorities calls to operators logged into the queue the longest.

Queues and priorities you might use Freepbx or modify a bit from Freepbx. Not sure if Freepbx can handle such by default in your requirement though.

4/ Maintain sufficient logging so operators can be reimbursed.

You may use a PHP script to connect to Asterisk Manager Interface to query the agent's extensions on a cron job basis. I have an example script in PHP to conenct Asterisk Manager interface if you want it?

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