I am working for a website as a semester college project to make a more user friendly website. One of the requirement is to integrate web based call center that can support voice for my website i.e web call center. I am looking for somebody to configure asterisk for with usual call center features and also callback service.
I need somebody with good knowledge of asterisk , as he will have no problem doing this project. Most of these features are already available in default files of asterisk. This web call center is for demo only , not a commercial software to be launched, testing with around 4 to 5 users concurrent calls will be sufficient for demo, but it must work without any issue. Please offer a reasonable offer to do the project. I need it urgently.
In such a solution a user coming to my website and requires assistance/help can have live voice conversation. The actual scenario is listed below:
1. User visits a website .
2. On the website site , besides other links like home, about, contact, etc there will be a link called "HIWS". Clicking HIWS will show subcategories which will list all the departments in dropdown menu with their phone numbers i.e like sales 112, support 113, marketing 114, etc.
3. Those departments whose agents are available online will be highlighted, the department with no agent present will not be highlighted . if for example the sales department (112) is showing online , the user dials 112 from a softphone which takes him to the sales department agent for direct voice conversation.
4. One of the submenu items on HIW will be "HIWS Trigger" ( call back) . where the customer will send his number and the system can immediately dial that number .
This solution should have the usual callcenter features some of which are listed below:
1. Web based Administrator:
-> Ability to create departments such as sales, marketing, customer support and assign them numbers for dialing
-> Ability to create operators and assign them to one or more departments.
-> Adding greetings such as initial connect, queue recording, etc.
*modest gui is ok, but if admin can operate without GUI , that will also be ok.
2. Call routing manager
-> Calls are routed automatically to the Agents
-> Distribute calls evenly across all available agents depending on department.
-> Music on hold when lines are busy
-> Auto Redirect to another operator when no answer from operator.
-> ability to hold one customers or multiple customers, while talking to another customer.
-> Auto Redirect-on-No-Answer to voice mail
-> Multiple music/audio sources to deliver music or customized announcements to callers while they are in queue
-> Announcements of expected wait time periodically for customer in queue
3. AGENT :
-> Agent should be able to login to be available for multiple departments to which they are assigned by Administrator.
-> Once they are logged in the user on the website should be able to see the department online.
-> Agent should have a status window to see which calls are pending and to select from them manually. or auto function to receive calls automatically from queue.
-> Agent should be able to use a softdialer to receive calls from both sip and iax protocol.
-> Co-browsing to help a customer locate information from the web space quickly.
*gui will be good, but if the agent can operate without gui that will also work.
4. USER :
User should be able to use Moziax softphone ( [url removed, login to view]) to dial from broswer such as mozilla and from sjlab [url removed, login to view] pocket pc dialer ( sip ) from their PDA.