Articles tagged with: callcenter

Callcenter for IT WEB-Shop

Online callcenter project for IT WEB-shop is completed!


Demo:     http://demo.a4business.com/callcenter/

login: admin password: admin

Idea was simple — allow operators/managers to proccess incoming call queues (many of queues — the shop has branches, dedicated virtual shops) from IT-Shop customers, which comes from telecom company’s DIDs, forwarded to local SIP server (asterisk).
Operator should also make outbound calls to customer ( PSTN ), every call is recorded — allowing shop administrator to control the quality of services by listening recordings. Everything is displayed on reports and charts.

Work flow is very simple:

DIDs lines

Administrator creates SIP lines, which registers on remote Telco Switch for receiving calls from PSTN to company DIDs.

Creating managers' accounts, SIP logins with a2billing account code

Creating managers’ accounts, SIP logins with a2billing account code




Next, he creates queues, assigning inbound lines and managers per each queue — defining this way which DIDs numbers forwarded to this queue and which managers/operators answers.
Each queue has option to play welcome greeting message to customer, for example: ‘Welcome to our magazine’,
and notify message to operator/manager, for example «call to shop A » (since each operator can serve many queues — he has to understand from which queue he has got the call and what to answer) :

Creating queues, assign DIDs and managers to it

Creating queues, assign DIDs and managers to it

CDR tab, administrator can search call by search string, or by date.

CDR tab, administrator can search call by search string, or by date.



Call detail record  page - to listen or download recording.

Call detail record page — to listen or download recording.

Repots tab, administrator can see all statistic values and visually analize them on sharts.

Repots tab, administrator can see all statistic values and visually analize them on sharts.

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