Loymax, 2026

Changes for page Call Center

From version 7.1
edited by Vera Retyeva
on 2025/10/15 04:43
Change comment: There is no comment for this version
To version 6.1
edited by Vera Retyeva
on 2025/10/15 04:40
Change comment: There is no comment for this version

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... ... @@ -14,11 +14,11 @@
14 14  
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.
16 16  
17 -|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Archtechture_en.png" width="800"/}}
17 +|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Архитектур (En).png" width="800"/}}
18 18  
19 19  == Call Center in Loymax Platform ==
20 20  
21 -|(% style="border-color:white; width:294px" %){{lightbox image="Architecture2_en.png"/}}|(% style="border-color:white; width:1196px" %)(((
21 +|(% style="border-color:white; width:294px" %){{lightbox image="Архитектур (En) 2.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]].
23 23  
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.
... ... @@ -26,7 +26,7 @@
26 26  
27 27  == Call processing security ==
28 28  
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.
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.
30 30  
31 31  == Back call ==
32 32  
Created 2024/06/05 09:05
Last edited 2025/10/15 04:48

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