Running Asterisk 1.2.4 - What is available for monitoring calls?
Our customer service manager (small call center - 20 agents) wants to be able to monitor calls (inbound or out) at random from her desk.
We have Polycom 501 phones (SIP) and also have the “Y” connectors for training. But it isn’t always convenient for her to sit down next to the agent…
Is there an application, module, third party (commercial or freeware) package available (or even built in) that can provide:
- GUI interface for manager to see live status of call center activity
- Listen to calls in progress
- Record calls
- Ability to join conversation
- Call statistics (number of calls, time on hold, currently in queue, etc.)
I’ve done a little searching and asking around, but haven’t found much.
I am hoping that some kind soul can point me in the right direction, without flaming my (lazy/stupid/newbie) bottom…