Retail Engine, 2026

Changes for page Call Center

From version 9.1
edited by Mariia Safronova
on 2026/09/07 11:28
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

Summary

Details

Page properties
Author
... ... @@ -1,1 +1,1 @@
1 -XWiki.safronovams
1 +XWiki.VeraRetyeva
Content
... ... @@ -1,5 +1,5 @@
1 1  (% class="lead" %)
2 -**Call Center** is a module of the Retail Engine system designed to process customer requests by operators.
2 +**Call Center** is a module of the Loymax system designed to process customer requests by operators.
3 3  
4 4  (% class="box infomessage" %)
5 5  (((
... ... @@ -16,10 +16,10 @@
16 16  
17 17  |(% style="border-color:#ffffff; text-align:center" %)[[image:Architecture1_upd.png]]
18 18  
19 -== Call Center in Retail Engine Platform ==
19 +== Call Center in Loymax Platform ==
20 20  
21 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 Retail Engine Platform. At the same time, a new ticket is created in the [[ticket processing system (OTRS)>>doc:Main.Using.Feedback.WebHome]].
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 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  )))
... ... @@ -26,7 +26,7 @@
26 26  
27 27  == Call processing security ==
28 28  
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 Retail Engine Platform and OTRS. This eliminates the possibility of transferring any phone number to the** Call Center** in Retail Engine 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  
Created 2024/06/05 09:05
Last edited 2026/09/09 04:30

News
Updates
Tag cloud
Glossary
Site