this is a general question about how I would solve a problem with Asterisk.
We have a small call center (4 people) and it would be benficial if we had some sort of solution where an incoming call from a known customer automatically launches, for example, the web browser (on the answering call center operative’s desktop) showing their customer details.
Now how I go about doing this is another thing…
Do I write a module/extension for Asterisk which, when an incoming support call is received:
- see’s if there is a customers phone number matches out CRM database
- if so, it informs an app running on all the desktops of people in the support hunt group informing of them of the customers phone call
- one of the support operatives will answer the call, on that PC the customers CRM details will automatically be displayed
What is the pattern/approach for solving these kind of problems.
any thoughts greatly appreciated