I am setting up a call center but we have few agents so one agent is able to handle calls of different languages and different queues. For the agent to identify the caller, I want a popup to appear as the phone starts to ring with the caller’s number, language (selected in the IVR), Queue (sales, support etc) and any other information (e.g a URL with parameters)
I can send this information either via netcat (to a client such as yac) to a Windows PC but the problem is I do not know when the caller is about to be connected to the agent, so that I run the command. If I
wasn’t using queues, it would be easy because I would run the netcat command and then dial the user’s extension.
My Question is: Is there a way I can know when the caller is just about to be connected to an agent (when the agent’s SIP extension starts ringing)?
There are these settings setinterfacevar, setqueueentryvar, setqueuevar in queues.conf but when can I use them?
Have you guys been in this situation before? Any alternative solutions
(sending caller info to an agent)?
I am using Asterisk 11 and Windows 7 PCs for agents.
Kind Regards, Wilson