开源易于定制的呼叫中心解决方案？

发布于 2025-01-07 02:36:23 字数 1303 浏览 3 评论 0原文

注意：A 在超级用户社区首先< /a>，但由于它涉及很多与软件构建相关的主题，我决定将其移到此处。

我需要为当地一家小型企业提供一个简单的呼叫中心解决方案。

他们有当地的 6 位数固定电话号码。他们接受本地电话，即没有人从其他城市打电话给他们。

问题是他们开始失去客户，因为每天拨打一定数量的电话就无法拨打本地电话号码（总是占线）。

因此，需要一个呼叫中心解决方案。

我假设我可以以某种方式连接到 Asterisk PBX 然后执行所有业务逻辑和 CRM 工作带有一些Java+MySQL自定义编写的模块。

我倾向于认为我可以有一个 PBX 服务器，并以某种方式插入固定电话线，除此之外，我还可以从我的 Java/MySQL 自定义编写的模块调用 PBX API。

那么，我应该从什么开始呢？如何将固定电话号码附加到 PBX 服务器？有丰富API可供调用的最好的开源PBX是什么？

PS 这是SRS：

非功能性需求是：

客户需要最快的上市时间解决方案；
开源：客户不喜欢被“供应商锁定”；
主呼叫中心服务器的 API 应可通过互联网访问，这意味着电话接线员可以远程接听电话（例如，坐在家里的计算机上）；
该解决方案应该可以从几个电话接线员（接听电话的人员）扩展到许多电话接线员。

功能需求是：

当客户拨打电话时，应在数据库中查找其电话号码；如果有记录，那么电话接线员应该会看到类似“John Smith 正在给您打电话（客户详细信息：号码：XX-XX-XX；Last_order：2012 年 1 月 1 日；等等）；
如果没有该记录的数据库记录呼叫客户时，电话接线员应该能够将新客户添加到数据库中（电话号码会自动填写
；
）拿起了接线员手动或自动；
如果客户呼叫且占线，则
电话接线员可以设置状态：空闲/不空闲；
如果电话接线员不接听电话，则呼叫将被重定向。；
电话接线员应该能够给数据库中记录的任何客户回电；呼叫可以是手动的，也可以是自动的（自动意味着如果线路占线，软件会继续呼叫）；
到下一个可用的接线员通话可以录音并存储在磁盘上。

原文

Note: A have asked this question at the Superuser community first, but since it involves a lot of software-building-related topics I decided to move it here.

I need to provide a simple call-center solution to a small local business.

They have a local 6-digit land line number. They accept calls locally, i.e. nobody calls them from another cities.

The problem is that they started to lose customers, because with a certain amount of calls every day it has become impossible to reach the local phone number (it is always busy).

So, there is a call center solution needed.

I assume that I can somehow hook to Asterisk PBX and then do all the business logic and CRM stuff with some Java+MySQL custom written module.

I tend to think that I could have a PBX server with a land line somehow plugged in to it, and in addition to that I can call the PBX API from my Java/MySQL custom written module.

So, what should I start with? How can a land line number be attached to a PBX server? What is the best open source PBX that has rich API to call?

P.S. Here is the SRS:

The non-functional requirements are:

the client needs the quickest time-to-market possible solution;
open source: the client does no like to be in 'vendor lock-in';
the main call center server's API should be accessible via the Internet, which means that a telephone operator can pick up phone calls remotely (sitting at her home computer, for example);
the solution should be scalable from just a couple of telephone operators (persons who accept calls) to many.

The functional requirements are:

when a customer makes a call his phone number should be looked up in a database; if there is a record, then the phone operator should see something like "John Smith is calling you (Customer details: Number: XX-XX-XX; Last_order: 1 Jan 2012; etc.);
if there is no db record for the calling customer, the phone operator should be able to add the new customer do the database (the phone number is filled in automatically);
the customer's call can be put on hold or redirected to another telephone operator;
a next customer in the queue can be picked up the the operator manually or automatically;
if a customer calls and the line is busy, she is put in the queue;
the telephone operator can set a status: Available/Not available;
if the phone operator does not pick up the phone, the call is redirected to the next available operator;
the phone operator should be able to make a call back to any of the customers recorded in the database; the call can be manual or automatic (automatic means the software keeps calling if the line is busy);
each customer call can be recorded and stored on disk.

分享到QQ

分享到微博