Spice Telephony Ideas
From SpiceCSM
This page is for ideas that may or may not be implemented (or maybe won't be implemented for a while). Feel free to contribute. This is completely unorganized right now.
- On-Hook agents (agents sit in a conference and take calls)
- Brands or agents that don't have wrapup for their calls (maybe just write a zero length wrapup time)
- "Wrapup codes" if you're not using Spice HelpDesk with telephony
- Allow agents to take multiple calls of certain types (email, chat) at once
- Lookup CRM data via callerid/email address/etc. to apply skills based on what we know about the customer
- Serve IVRs from erlang (do prompt playback, DTMF capture, etc in erlang)
Supervisor view ideas
Basic Supervisor view:
Curent supervisor views (on the old system):
TV monitor view (all agents can see this):
On this view there's 4 groups of agents/queues (denoted by color). In the top section you can see how many calls in each group of queues and how long the longest has been there. In the section below that you can see how many agents in each group, how many are available, incall, released, wrapup. To the right of that you can see hourly and daily statistics for the number of inbound, outbound and abandoned calls.
The next section is for "global alerts" - this is for when a client has an outage that the agents should know about.
The lowest section is for "agent alerts" - this is for when agents have been released too long, oncall too long, when a premium call is in queue, etc.
Real supervisor view (only supervisors):
This is a more detailed view of the callcenter, you can see what calls are in queue, how many calls in each queue and what all of your agents are doing (and how long they've been doing it). At the bottom is some trending information with number of calls in that interval and the average/longest hold times.
Erlang ideas
- Investigate porting agent_tcp_listener to use gen_tcpd
