Opening the client's "dossier" during a telephone callAsked by jodie milne
For the client department, I would very much like to do just such a thing:
1. When a phone call is determined by the client number.
2. The operator opens a short dossier on the client with previous references and notes.
Apart from the fact that the operator starts a conversation with “Hello, Nikolai Vasilievich”, the topic is very important for viewing orders and wishes already made. It seems that something similar works in the call-centers of technical support, where the operator sees the previous problems of the client.
Currently, customer details are stored in a database in 1C and can be regularly exported (for example, in the morning) to any other format. There is a lack of a link between the caller ID, who gives the phone, and the program that allows you to see who is calling.
Telephony - most likely with a dozen copper lines to the office. The second option is to use the services of an external company that provides a multichannel number and organizes IP telephony from its site to the office.
The company is not very big, so I would like to get a fairly economical solution.
In this topic, I am completely unaware of possible solutions from both the hardware and software sides, so I’d like to share how this can be organized in general.
On the computer on which you are going to receive hints, you need to write a program that will cling to the asterisk through “asterisk manager api” (AMI) - (that is, the server that controls VOIP calls).
When an event comes through this AMI, that the operator picked up the phone and answered the customer’s call, your program from this event takes the phone number (if it is not hidden and if it is present), and then it displays the information you need.
Something like this. If on the fingers.
1. Depending on the PBX, obtain from it information about the call to the desired internal number. Or advise you PBX?
2. Use software soft for IP-telephony, which allows calling a program with a parameter in the form of a number when making a call. Multichannel number, by the way, is a very useful thing and the wiring around the office does not need to do telephony.
Well, the 1c programmer, in any case, should be asked to make a shortcut with the calling card of the client. Or use an external CRM system.
The specific solution depends on the number of internal numbers and the price difference between traditional and IP telephony. I would advise IP. If interested - write your needs - think about how best to do
For me, the question of communication is very incomprehensible. “We got a number - & gt; started looking in the database. "