Posted: Thu Dec 01, 2005 4:30 pm Post subject: [astcallcenters] Introduce yourselves, anyone?
Thanks, that make sense.
Would you mind sharing with me what tools/software do you use to accomplish that.
robert
[quote] From:astcallcenters@yahoogroups.com [mailto:astcallcenters@yahoogroups.com] On Behalf Of Jean-Denis Girard
Sent: Thursday, December 01, 2005 1:57 AM
To:astcallcenters@yahoogroups.com Cc: Robert Augustyn
Subject: Re: [astcallcenters] Introduce yourselves, anyone?
Robert Augustyn wrote:
Quote:
Hi,
If I may ask. Why do you like sending url with a call?
Why ? Because it's a so simple to display a web page containing customer
data, based on on his callerid or (better) based on the customer ID he
submitted through the IVR. So there is no need for other tricks to pass
a call to the agent. Of course this mainly applies to inbound call centers.
Hope it helps clarify how I use dial or queue + url.
Thanks,
--
Jean-Denis Girard
SysNux Systèmes Linux en Polynésie française
http://www.sysnux.pf/ Tél: +689 483 527 / GSM: +689 797 527
Posted: Thu Dec 01, 2005 5:07 pm Post subject: [astcallcenters] Introduce yourselves, anyone?
A number of softphones accept URLs to be launched by the default browser
(I'd say most of them).
Otherwise, I think FOP does the trick, as well as QueueMetrics when in
Agent mode.
l.
On Thu, 01 Dec 2005 17:22:57 +0100, Robert Augustyn <augustynr@yahoo.com>
wrote:
Quote:
Thanks, that make sense.
Would you mind sharing with me what tools/software do you use to
accomplish
that.
robert
_____
From: astcallcenters@yahoogroups.com
[mailto:astcallcenters@yahoogroups.com]
On Behalf Of Jean-Denis Girard
Sent: Thursday, December 01, 2005 1:57 AM
To: astcallcenters@yahoogroups.com
Cc: Robert Augustyn
Subject: Re: [astcallcenters] Introduce yourselves, anyone?
Robert Augustyn wrote:
> Hi,
> If I may ask. Why do you like sending url with a call?
Why ? Because it's a so simple to display a web page containing customer
data, based on on his callerid or (better) based on the customer ID he
submitted through the IVR. So there is no need for other tricks to pass
a call to the agent. Of course this mainly applies to inbound call
centers.
Hope it helps clarify how I use dial or queue + url.
Posted: Thu Dec 01, 2005 5:57 pm Post subject: [astcallcenters] Introduce yourselves, anyone?
Robert Augustyn a écrit :
Quote:
Thanks, that make sense.
Would you mind sharing with me what tools/software do you use to
accomplish that.
robert
Well, only Asterisk + MozPhone, and custom developped web application
according to customer's needs.
On a project for a local bank, they actually made the web application
themselves having competent internal resources, I set up the
infrastructure and IVR for them.
Another project I just finished, is operator assisted call for the local
telecomm company; not sure about the english terminology, basically an
agent receives a call, gather some info (destination country / number,
names of caller/called party, collect call...), tries to call
destination, bridges the 2 calls, and when one hangups call ticket is
closed. This application has more interaction between agent and calls,
so it's not actually purely web based, I added a dialog window to
MozPhone to manage the calls.
Thanks,
--
Jean-Denis Girard
SysNux Systèmes Linux en Polynésie française
http://www.sysnux.pf/ Tél: +689 483 527 / GSM: +689 797 527
Posted: Thu Dec 01, 2005 6:10 pm Post subject: [astcallcenters] Introduce yourselves, anyone?
Lenz a écrit :
Quote:
A number of softphones accept URLs to be launched by the default browser
(I'd say most of them).
Otherwise, I think FOP does the trick, as well as QueueMetrics when in
Agent mode.
l.
Yes, that's right currently, but it wasn't some time ago.
Also MozPhone goes the other way round, adding tel:// protocol to
Firefox, so you can make calls by clicking in a web page without
asterisk call files or manager tricks.
Thanks,
--
Jean-Denis Girard
SysNux Systèmes Linux en Polynésie française
http://www.sysnux.pf/ Tél: +689 483 527 / GSM: +689 797 527
Posted: Fri Dec 02, 2005 2:32 am Post subject: [astcallcenters] Introduce yourselves, anyone?
Jean-Denis Girard wrote:
Quote:
Hi list,
My name is Jean-Denis GIRARD. I'm running SysNux, a very small IT
company located in beautiful Tahiti, specializing in Linux systems.
I came to Asterisk more than 3 years ago. My former company had first
realized an IVR project using Bayonne, and the customer wanted to extend
it to call center functionnalities, which was not doable with Bayonne. I
remember discovering Asterisk on a freshmeat article about telephony
(http://freshmeat.net/articles/view/430/).
<http://freshmeat.net/articles/view/430/%29.> I immediately liked it,
found
it was possible to send an URL along with the call, and that GnoPhone
could display the URL while answering the call. The basis of my first
call center were here !
I'm also the creator and main developper of MozPhone (see
http://moziax.mozdev.org/ for more info), an IAX2 Firefox extension
which can be used to build web based call centers, using the dial + url
or queue + url functionnality of Asterisk.
it's just me, Richard Lyman (aka outtolunc). i've done a bunch of small
crap everywhere (too much to list).
currently doing most of my dev on gnudialer (.org)
btw: thanks for all the early mods to asterisk, thought they were just
wonderful (i like mozphone also (aka moziax)).
oh yeah, i started with asterisk just after you (by a couple months).
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