Changes for page Call Center

Summary

• Page properties (2 modified, 0 added, 0 removed)

Details

Page properties

Author

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1		-XWiki.zanina
	1	+XWiki.VeraRetyeva

Content

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1	1	(% class="lead" %)
2		-A **Call Center** is a module of the Loymax system designed to processing customer requests by Agents
	2	+**Call Center** is a module of the Loymax system designed to process customer requests by operators.
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4	4	(% class="box infomessage" %)
5	5	(((
6		-In order to be able to process customer requests using the Call Center, as well as close tickets created in [[OTRS>>doc:Main.Using.Feedback.WebHome]], it needs to connect a special [[plugin>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]].
	6	+In order to be able to process customer requests using the Call Center, as well as close tickets created in [[OTRS>>doc:Main.Using.Feedback.WebHome]], there is a need to connect a special [[plugin>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]].
7	7	)))
8	8
9	9	== Asterisk ==
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15	15	Incoming calls form a queue and are automatically distributed between operators. Calls that have not been answered by an Agent form a separate queue in accordance with which outgoing calls from agents to customers are made.
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17		-|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Архитектур (En).png" width="800"/}}
	17	+|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Archtechture_en.png" width="800"/}}
18	18
19	19	== Call Center in Loymax Platform ==
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21		-|(% style="border-color:white; width:294px" %){{lightbox image="Архитектур (En) 2.png"/}}|(% style="border-color:white; width:1196px" %)(((
	21	+|(% style="border-color:white; width:294px" %){{lightbox image="Architecture2_en.png"/}}|(% style="border-color:white; width:1196px" %)(((
22	22	When an Agent receives an incoming call, a notification window is displayed with a link to go to the **Call Center** section in Loymax Platform. At the same time, a new ticket is created in the [[ticket processing system (OTRS)>>doc:Main.Using.Feedback.WebHome]].
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24	24	Further communication between the Agent and the caller is based on the needs of the caller. All agent actions are saved in the ticket. [[Typical scenarios for processing requests>>doc:Main.Using.Contact_center.Typical_processes.WebHome]] contain various options for resolving issues related to the activation and use of bonus cards, as well as updating customer credentials.
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26	26
27	27	== Call processing security ==
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29		-|(% style="border-color:white; width:294px" %){{lightbox image="токен (En).PNG"/}}|(% style="border-color:white; width:1196px" %)When a call is received from **Asterisk**, not the caller's phone number is sent to the Call Center module, but a special token. Using this token, the **CallService **service requests information on the call from **Asterisk **and transfers the information received back to Loymax Platform and OTRS. This eliminates the possibility of transferring any phone number to the** Call Center** in Loymax Platform and gaining access to confidential information.
	29	+|(% style="border-color:white; width:294px" %){{lightbox image="Architecture3_en.png"/}}|(% style="border-color:white; width:1196px" %)When a call is received from **Asterisk**, not the caller's phone number is sent to the Call Center module, but a special token. Using this token, the **CallService **service requests information on the call from **Asterisk **and transfers the information received back to Loymax Platform and OTRS. This eliminates the possibility of transferring any phone number to the** Call Center** in Loymax Platform and gaining access to confidential information.
30	30
31	31	== Back call ==
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