vicidial.org

Agent extension



111

112

113

114

115





1.) agent 113 will be act as a operator and entertaining calls and she have an authority to transfer to other extension on their campaign.



* when the customer dial TFN (toll free number) .

a) Ring

b) Play Welcome message

c) Agent/operator Answer / play MOH music on hold

d.) transfer to other extension on her campaign

e) snychornize the call time so that they can play after office recording

f) Play After Hours

g) Voicemail

h) hung up


2.) record all their incoming calls


This will be done with eyebeam only, no agent-vicidial portal. But for recordings can see on vicidial user stats report manger.

Can someone give me a hand here or give me hints how could I accomplish these task.

Thanks

What you could do is Setup the DID to route to a call menu where you may play the greeting announcement etc. From the call menu you could then transfer the call to the receptionist extension number. She could then transfer to other agents extensions using the conference\transfer option of the soft phone. Recordings should not be a big deal and you could use the AGI or else monitor function in your dial plan to record all calls.

What this option will lack is the ability to queue the call if the central extension is busy and I don't think you could access the recordings information in the vicidial user stats reports.

If I were you and not using this server for anything else then I'd probably go with freepbx with the queues modules installed.

Hope it helps, this is just my 2 cents and I'm sure there must be better ways to achieve this.

Thanks very much crisfurtado. Yes you are right!!! I think I need to add a new server hardware and install e.i. trixbox open source pbx system. This will ease for putting all the puzzle in one piece. I appreciated what you taught me on call menu - it enlighten me on that part.