I have been asked to look into setting up a CTC (click to call) option on our web site so customers can input their phone number and our PBX will call them. Has anyone gone through this exercise and what would the interface be for a Mitel MXE to receive and except request? I just need to handle the PBX/ interface portion of this. Any input would be greatly appreciated.
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Request to call 1
- Thread starter fonejack
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Supernova99
Technical User
Mitel 6160 IQ offers web & voice callback options
Pasted from the CCM User guide
Voice callback requests
A voice callback request can ask the caller for the following information:
• A telephone number at which they can be contacted
• The caller’s name (recorded as a .wav file for playback by an ACD agent)
• A confirmation to submit the request
Once the caller provides the information, Intelligent Queue hangs up and records the request in the database for processing.
For voice callbacks, you need to assign both caller messages and agent messages to your callback plans.
Web callback requests
A customer completes a Web callback request on an HTML/ASP page that is designed and hosted by the Intelligent Queue customer. You can see an example of a sample web page at Start=>Programs=>Mitel Networks=>Intelligent Queue=>Intelligent Queue DotNet Webcallback Example. A customer who wants to receive a callback from an ACD Agent fills out the following required information on the web form:
• The telephone number at which they can be contacted
• The customer’s name (presented as a TTS rendition to the ACD agent)
• The target ACD path
Intelligent Queue then submits the information to the database for callback processing.
For Web callbacks, you need to assign only agent messages (not caller messages) to your callback plans
Share what you know - Learn what you don't
Pasted from the CCM User guide
Voice callback requests
A voice callback request can ask the caller for the following information:
• A telephone number at which they can be contacted
• The caller’s name (recorded as a .wav file for playback by an ACD agent)
• A confirmation to submit the request
Once the caller provides the information, Intelligent Queue hangs up and records the request in the database for processing.
For voice callbacks, you need to assign both caller messages and agent messages to your callback plans.
Web callback requests
A customer completes a Web callback request on an HTML/ASP page that is designed and hosted by the Intelligent Queue customer. You can see an example of a sample web page at Start=>Programs=>Mitel Networks=>Intelligent Queue=>Intelligent Queue DotNet Webcallback Example. A customer who wants to receive a callback from an ACD Agent fills out the following required information on the web form:
• The telephone number at which they can be contacted
• The customer’s name (presented as a TTS rendition to the ACD agent)
• The target ACD path
Intelligent Queue then submits the information to the database for callback processing.
For Web callbacks, you need to assign only agent messages (not caller messages) to your callback plans
Share what you know - Learn what you don't
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