Implementation of a Call center with queue and auto attendant

Outline

Introduction Flow chart Demonstration Changes made in the conf files Conclusion

Introduction

Call center Queues Auto attendant How it is different from IVR? Why call center?

Auto attendant

It allows callers to automatically connect caller to the required extension which the caller wanted by pressing button.

Where as IVR (Interactive voice response) computer recognizes humans voice and also DTMF tones.

Flow chart

Demonstration

Changes made in conf filesUnchanged files Rtp.conf Logger.confModules.conf

C hanges done to SIP.conf

[0000FFFF0000](phones) ; create SIP device 0000FFFF0000 using phones template

callerid="arun <777>" ; set caller ID info for device

mailbox=777

; hard phone (Use MAC Address of Phone)

[0000FFFF0001](phones) ; create SIP device 0000FFFF0001 using phones template

callerid="arun1 <778>" ; set caller ID info for device

mailbox=778

;

Changes made to extensions.conf

Main part of our project worked with Extensions.conf file modified Auto attendant moduleDTMF by assigning the respective QueuesQueue module in we added all the services to every part of Queue like “Add Queue, remove Queue, pause queue, unpause Queue”

Changes made in Queues

Added Queue to each and every service of auto attendant .

Assigned priority to each of queue of services.

[business office](StandardQueue) member => SIP/0000FFFF0002,0,arun2 ; first preferred member => SIP/0000FFFF0003,5,arun3 ; second preferred member => SIP/0000FFFF0004,10,arun4 ; third preferred member => SIP/0000FFFF0001,15,arun1 ; least preferred

Few features:

Direct pressing of ‘#’pound key the user is directed to main menu.

When the user enters invalid digit it plays invalid recording and then the main menu recording is played once again.

Thank you