Currently we have an NEC 2000 switch and some propriatary software (Zeacom SmartConnect) to manage queues, extensions, voicemail etc.
We do call center work for many different customers. Basically here is our current setup…
- Caller calls in
- If agent is available they take the call.
- If no agents are available (they can wait a configurable time and have different messages played to them) they then can leave a message in what we call a “Call Back Queue”
- Agents can log into call back queues and listen to the messages left and have the system call the caller back.
We can setup profiles so the agents can log into a “Profile” and receive in coming calls. If there are no incoming calls then the callback messages will be delivered to them.
Thats it in a nut shell.
I have a basic installation of asterisk / FreePBX now and have been experimenting with if for a couple of weeks.
Does any one have any ideas on how to accomplish this type of setup using asterisk?
We want a low cost solution as our current software is out of date and upgrades are in the 10,000 - 20000 dollars.
We also want to have to ability to change / modfiy / expand the system with incurrung outrageous fees.
Thanks in advance for you help.