快速安装Trixbox(AAH)
周六, 2006-08-12 14:52 — dfar2008
Re：questionkansas，和你说的可能差不多，可能你的说法和国内不太一样，国内一般叫呼叫中心，CTI，CC等，Asterisk是一个开源的电话交换机，可以实现voip和传统交换机的功能，trixbox原名叫Asterisk@home，简化Astersik的安装和配置，原来是让家庭使用开源交换机，现在也开始考虑商用，我打算把c3crm与trixibox集成，这样中小企业就可以在我们这里获得CRM+CTI的集成系统了。有些地方说的不一定恰当，仅做参考。
周六, 2006-08-12 20:10 — Anonymous
About CTIOK! You are talking about CTI [Computer Telephony Integration]. Now, I know what you are discussing! CTI does provide a link between telephone systems and computers to facilitate incoming and outgoing call handling and control; It is a physical link between a telephone and server CTI works via a dedicated application which manages phone calls every step of the way. This naturally makes possible archiving and tracking of phone call data, including number called, length of call, charge for call, and so on. It is very critical for a call center, which can handles thousands or even millions of calls a day, to install CTI devices and applications for tracking, facilitating and archiving phone data. There is some important legal implication for it. However, I am not familiar with Asterisk. Since we have implemented the Genesys CTI, which provides computer telephony integration and off the shelf connectors to major CRM applications and a web based interface for agents. If my memory server me correctly, your CRM system is targeting small business sector. So, my question is "does any of your clients has high volume customer interactions?" If answer is "NOT", I am afraid it may be too much work for you to hook up your CRM application to a CTI application. Remember, the CTI does not work immediately after you plug in the hardware. There is a lot of application installation/configuration/fine-tuning/maintaining work involved [we have a different department with many different engineers supporting it]. Ideally, you have to install the CTI application on a different server box. This is simply because of the CTI archiving feature. By law we have to keep the entire client/customer Service Representative interaction history for 12 month at least. For millions of incoming phone calls, there are just too much data keep. KansasCRM
周六, 2006-08-12 20:34 — Anonymous
Kansas CRM我的想法是基于以下不同的角度考虑：
周日, 2006-08-13 02:56 — dfar2008
Re:Kansas CRM你的想法是正确的，一个完整的CTI是一个相当大的复杂的软件系统，我们的目标用户也不需要这么复杂的软件系统。我们集成trixbox没有打算做成你想象中的那么复杂的CTI或者呼叫中心，只是想实现电话识别的功能，也就是客户打电话进来，系统应该知道这个客户是哪个客户以及这个客户的相关信息，仅此而已。而且很多用户也需要这样简单的功能，这是我们考虑的出发点，:)。
周日, 2006-08-13 20:11 — Anonymous
答丁先生这就是说你们仅使用CTI的Call Tracking功能,即用callerID的信息从DataBase去Retrieve有关Caller的资料。这会我明白了。由于我们的工作性质不同，考虑问题的角度也不同。根据我以往的经验shareware很少提供复杂的功能。而只是给人们提供一个基本起点[starting point]。它毕竟是免费的[It is free! what else you can ask?]。所以我不认为Asterisk能自动trigger你的CRM系统去展现Caller的信息。 我的想法是如果你仅仅使用callerID的信息，一旦你能capture电话的callerID， 你便可以再写一组Perl程序去Retrieve有关Caller的资料，然后再把资料pass给你的CRM api module. 使你的CRM系统画面上pop up有关于该Caller的信息。如果此时此刻你还没有capture电话的callerID and pass it to你的CRM Server. you may have some more work to do. The installation/configuration mannual of Asterisk software should be your focus. You may want to pay special attention to the hardware compatibility list. Sometimes, the shareware only works fine with a limited number of hardware, such as digital telephone box. KansasCRM |
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