We run a rather large call center (>350 seats, expanding to around 700) and have 7 companies under a larger “umbrella” company, each with it’s own asterisk server.
In each company, we have two divisions - one for customer service, one for collections. Currently, we have queues set up for each, and users have their own incoming call macro set up, but that is as far as we can do in terms of separating out the two divisions.
I’m curious as to whether there is any sort of “group” variable tied to a SIP (or IAX, although we use SIP only) account, so that we could define, at the most basic level, what type of account/extension/phone a particular user resides in. This would mainly be for CDR and reporting purposes, but also to allow for logical separation of company divisions for managerial purposes.
This could be valuable in other instances as well, I would think - you could have a “Sales” group and be able to monitor their call logs specifically, or be able to have an interface where you can manage (sign in and out of queues, live monitor, etc) just one group. Another thought is for call presence - being able to have your sales manager only view the statuses of your sales associates.
I know this may sound somewhat trivial, but it would be a very handy feature to have, and I’m not sure if something already exists. Any input would be great.