OPEN SOURCE CALLCENTER MANUAL
the phone operator should be able to make a call back to any of the customers recorded in the database the call can be manual or automatic (automatic means the software keeps calling if the line is busy).if the phone operator does not pick up the phone, the call is redirected to the next available operator.the telephone operator can set a status: Available/Not available.if a customer calls and the line is busy, she is put in the queue.a next customer in the queue can be picked up the the operator manually or automatically.the customer's call can be put on hold or redirected to another telephone operator.if there is no db record for the calling customer, the phone operator should be able to add the new customer do the database (the phone number is filled in automatically).when a customer makes a call his phone number should be looked up in a database if there is a record, then the phone operator should see something like "John Smith is calling you (Customer details: Number: XX-XX-XX Last_order: etc.).the solution should be scalable from just a couple of telephone operators (persons who accept calls) to many.the main call center server's API should be accessible via the Internet, which means that a telephone operator can pick up phone calls remotely (sitting at her home computer, for example).open source: the client does no like to be in 'vendor lock-in'.the client needs the quickest time-to-market possible solution.So, what should I start with? How can a land line number be attached to a PBX server? What is the best open source PBX that has rich API to call? I tend to think that I could have a PBX server with a land line somehow plugged in to it, and in addition to that I can call the PBX API from my Java/MySQL custom written module.
I assume that I can somehow hook to Asterisk PBX and then do all the business logic and CRM stuff with some Java+MySQL custom written module. So, there is a call center solution needed. The problem is that they started to lose customers, because with a certain amount of calls every day it has become impossible to reach the local phone number (it is always busy). They have a local 6-digit land line number. I need to provide a simple call-center solution to a small local business. Call centers and contact centers fall under this category as both include handling of either inbound calls, outbound calls or both. Note: A have asked this question at the Superuser community first, but since it involves a lot of software-building-related topics I decided to move it here.
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