I have setup a call center system using asterisk and encounter two problems.
How to make the PC of call center seat to automatically display customer information according to the caller ID?
Once the call will be ended, how to transfer the call back to a voice prompt to let the customer evaluate our service quality. for example,the call center seat press “#” key to transfer the call to a voice prompt fllow immedially.
You need a program to log into the manager interface and then you will receive data for all calls. Just filter it for the phone extension on the desk and you will get data for new call, callerid and when the phone is hungup. We then cross ref the caller id with our own database and then we know what customer is ringing.
You can even use this to dial people and transfer calls.
I think there is also another way using agi but we have not tried this.