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 8.1
edited by Vera Retyeva
on 2025/10/15 04:48
Change comment: There is no comment for this version

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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" %)[[image:Architecture1_upd.png]]
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" %)(((
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]].
21 +|(% style="border-color:white; width:294px" %)[[image:Arcitechture2_upd.png]]|(% style="border-color:white; width:1196px" %)(((
22 +When an operator 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 -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.
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:.Typical_processes.WebHome]]contain various options for resolving issues related to the activation and use of bonus cards, as well as updating customer credentials.
25 25  )))
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" %)[[image:Arcitecture3_upd.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  
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50 50  (((
51 51  (% style="background-color:#fbfbfc" %)**Read also: **
52 52  
53 -* [[Description of Call Center Functionality>>doc:Main.General_information.Additional_services.Call_center.Call_center_functionality.WebHome]]
54 -* [[Typical Processes in the Call Center>>doc:.Typical_processes.WebHome]]
53 +* [[Description of the Call Center functionality>>doc:Main.General_information.Additional_services.Call_center.Call_center_functionality.WebHome]]
54 +* [[Typical processes in the Call Center>>doc:.Typical_processes.WebHome]]
55 55  )))
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Created 2024/06/05 09:05
Last edited 2025/10/15 04:48

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