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PIN based call screening

danclarkson
Posts: 13
 Member Since:
2008-04-19
Submitted by danclarkson on Wed, 11/05/2008 - 5:12pm.

Hi,

I'm a happy user of Trixbox 2.6 and have been for quite a while now because of its great feature set. Our company has a number of supported customers who call in from time to time with their IT support queries, however our support number is now being used by a number of customers who are not covered by support. Therefore I'm now looking for a way to place a pin number based validation on the incoming number (probably via an IVR) so that customer will get an announcement asking them to key in their support agreement number, this then needs to be matched across against a mysql database and if a matching record is found passed through to tech support and if not the call needs to be politely rejected. Does anyone know of anything that can handle this ? or even how to set about doing it ?

All ideas and suggestions greatfully received.

Daniel

‹ trixbox 2.6.0.7 SQL Password can't be changed ›

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ddwyer
Posts: 401
 Member Since:
2006-06-03
custom php + agi
Thu, 11/06/2008 - 1:25am

i would imagine this to be a straight forward project, i would create a php front end so you could assign and edit your customers PIN numbers , you may also want to log customer call dates or even log the actual .wav or mp3 telephone conversation . i would then write a custom AGI that would play a message "please enter you support agreement number" and then do a mysql lookup - if successful it would pass the call to a ring group - if unsuccessful it would allow another try of goto the reception .

okay something like this would cost about 5K to develop and test , but if you learnt php +mysql + AGI you could do it for free.

BTW the budget is pretty open ended , because you may like to use the AGi to populate a ticket system like Kayako http://www.kayako.com/ . or an opensource solution like http://www.eticketsupport.com/.


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