I have a client who requires Sugar CRM to be used in integration with Asterisks PBX for a call center environment.
Mostly managing inbound call (ACD and Queues, IVRs), initiating outbound calls as well. We want to use the Asterisk server as a single server to handle different calls for separate businesses. A web interface for managing the different telephony features for each business and keeping them separate from each other.
Part of the features of the integration include:
A web interface for configuring IVRs and recordings for the Asterisk box allowing one to have different interfaces for different companies on the same Server.
An interface for managing both voicemail and email in a converged manner from Sugar CRM.
A soft phone integrated within Sugar CRM so all phone features are integrated into the SugarCRM. This includes support for both SIP and IAX2.
A means of transferring callers from within Sugar to IVRs, or a different context ie agents who log into sugar while answering calls can also transfer a caller to an IVR or a pre-recorded message.
A web interface for managing the Call Queue system, i.e agents decide to answer calls on the queue without following a FIFO order.
Queue system involves the use of listening to an initial recording to and then determine based on the recording whether to answer the call.
A web interface for configuring Music on hold and managing the tracks and sending callers to listen to a particular track.
What we are looking for is a complete web interface integrated within Sugar CRM for managing the call system and Customer management as well. (e.g ability to pop up customer information based on a caller id)
This will be a converged platform for managing all aspects of the call center system(calls, voicemail,email etc) within Sugar CRM.
The project should produce a fully developed user friendly web interface for managing all aspects of the Asterisk PBX (setting up IVRs, configuring Recordings, setting up clients, and basically extending the dialplan.) This is so that the client or any other person can manage the Asterisk PBX easily without much technical background.
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