Summary:ASTERISK-02391: Who would like agents to be able to respond to emails as well as calls?
Reporter:travismason (travismason)Labels:
Date Opened:2004-09-12 05:14:35Date Closed:2011-06-07 14:04:48
Versions:Frequency of
Description:A common feature in current contact centre processing software such as Genesys and ICM is the ability for contact centre agents to handle email as part of their normal operation.
The effect is to have emails queue along with calls. Typically at a much lower priority than the calls (as they are not real-time) but with a potentially increasing priority as time goes by (say after 6, 12 or 24 hours for example).
A feature such as this would require that an agent log into both channels and that a queue would consist of more than a single media. I'm just jabbering on here at the moment to get the idea into the community, I'll have to think seriously on how this would occur, but once it's done we should be able to expand the theory into other channels (chat for example).
Comments:By: travismason (travismason) 2004-09-12 09:43:25

Ok, in regards to getting the emails to queue and be handled, I see the agents being delivered 'calls' through some sort of link to their email client (TAPI perhaps? alternative?) When they receive an email call, their state would have to change and be tracked by the delivery mechanism (sorry, I haven't read the code yet for how calls are distributed to agents) so that when they are due to take a normal call they are considered to have had a state change due to the email. You should be able to decide whether they can receive voice calls while they are responding to an email (real time vs slow time priorities).
More to come I'm sure...

By: travismason (travismason) 2004-09-12 10:02:07

O, by the way, I'm new to Asterisk development but am a very old hand at call centers and software development. Point me at the appropriate source code to start with and I can take care of the coding for all this myself.

By: Olle Johansson (oej) 2004-09-12 13:51:43

Please take discussions like this on the asterisk-dev mailing list, thanks. Bug tracker is for reporting bugs...


By: Olle Johansson (oej) 2004-09-12 13:52:20

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