开源易于定制的呼叫中心解决方案? [英] Open source easy-to-customize call center solution?

问题描述

注意:A在超级用户社区(第一，但是由于它涉及许多与软件构建相关的主题，因此我决定将其移至此处.

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.

我需要为小型本地企业提供一个简单的呼叫中心解决方案.

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

他们有一个本地6位数的座机号码.他们在本地接听电话，即没有人从其他城市拨打电话.

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

问题在于他们开始失去客户，因为每天都有一定数量的呼叫，因此无法接通本地电话号码(它总是很忙).

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).

因此，需要一个呼叫中心解决方案.

So, there is a call center solution needed.

我假设我可以某种方式挂接到 Asterisk PBX ，然后执行所有业务逻辑和带有Java + MySQL自定义编写模块的CRM内容.

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.

我倾向于认为我可以以某种方式插入带有固定线路的PBX服务器，此外，我还可以从Java/MySQL自定义编写模块中调用PBX API.

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.

那么，我应该从什么开始呢?固定电话号码如何连接到PBX服务器?最好的具有丰富API调用的开源PBX是什么?

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.这是SRS:

P.S. Here is the SRS:

非功能性要求是:

• 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应该可以通过Internet访问，这意味着电话接线员可以远程接听电话(例如，坐在她的家用计算机上)；
• 该解决方案应该可以从几个电话接线员(接听电话的人)扩展到许多.

功能要求是:

• 当客户打个电话时，应该在数据库中查询他的电话号码；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:电话号码:XX-XX-XX； Last_order:2012年1月1日；等等)；
• 如果没有主叫客户的数据库记录，则电话运营商应该能够将新客户添加到数据库中(电话号码自动填写)；
• 可以将客户的呼叫保留或转接给其他电话接线员；
• 可以手动或自动选择操作员中的下一个客户；
• 如果客户打来电话并且线路繁忙，她会被排在队列中；
• 电话接线员可以设置状态:可用/不可用；
• 如果话务员未接听电话，则呼叫将被转接到下一个可用的话务员；
电话运营商应该能够回拨记录在数据库中的任何客户；呼叫可以是手动的也可以是自动的(自动意味着如果线路繁忙，软件会继续呼叫)；
• 每个客户呼叫都可以记录并存储在磁盘上.

• 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.

推荐答案

您绝对可以使用以下方法构建所需的一切:

You could definitely build everything you want using:

• 带有FXO/FXS卡的星号框，用于连接到陆线"( http://www.digium.com/en/products/hardware/analog )
• Web服务器(可以在同一盒子上)
• 用于队列代理的软件SIP电话

您还可以在星号框上构建自己的所有软件来执行这些功能.但是，如果您真的想要快速上市"，建议您研究一种可用的Asterisk CRM产品.快速的Google搜索打开了以下开源选项:

You could also build all your own software on the asterisk box to perform these functions. However, if you really want something 'quick to market', I suggest you look into one of the available Asterisk CRM products. A quick google search turned up the following open source options:

• AsterCRM( http://astercc.org/products/astercrm )
• 用于SugarCRM的KINAMU/abcona开放星号连接器( http://www.sugarforge.org/projects/yaai/)

• AsterCRM (http://astercc.org/products/astercrm)
• KINAMU/abcona Open Asterisk Connector for SugarCRM (http://www.sugarforge.org/projects/yaai/)

希望这些解决方案之一适合您的需求.如果您的客户在开源方面变得更加灵活，那么还有其他几个用于星号的CRM集成项目.

Hope one of these solutions fits your needs. If your client becomes more flexible on the open source part, there are also several other CRM integration projects for asterisk.

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