Custom CallCenter Operator Panel based on Freeswitch / FusionPBX
Budget: €3,000 – €5,000 EUR
Our current situation
We are a call centre and have been on the market for many years.
We operate a classic telephone service / telephone secretariat.
We are currently working with a call centre operator panel, which is not really available on the market. Unfortunately, our current system is based on a Java application for Windows computers. This system is very outdated and tedious to manage. When we want to train new staff, we always have to go through the hassle of downloading the programme, turning off some Java security mechanisms and adding a URL to the whitelist. In addition, the user is not allowed to update Java, otherwise nothing will work.
This operator panel is connected in the background with two other Java applications and a physical telephone system (multiplexer) in the computer centre.
Because of this old technology, we cannot expand the system. Also, it is not "simply" possible to access data such as statistics via http request and process or send them externally. Let's not even start with the security risks.
What we need - What we imagine:
According to our research, there is the open source telephone system Freeswitsch which works very well with the also open source administration interface "FusionPBX".
Both products are available free of charge and can be set up on a simple, small Linux server in the cloud. Using SIP Trunk, which can be set up in FusionPBX, many telephone system functions have already been created.
FusionPBX also offers a so-called "operator panel".
This approach is good, but not intended for our purposes.
We need our own operator panel as web applications (with login function in front of it for our staff), which then visualises a certain representation of conference rooms and queues, as well as the callers.
With simple drag & drop, these callers must then be able to be routed back and forth between the conference rooms and queues.
This means that this operator panel must address the Call Flow API's in order to route the callers in the telephone system accordingly.
I have attached a small briefing including a sketch of how we envision the whole thing.
The briefing also includes ideas on how to implement the whole thing or which existing functions could possibly be used.
The operator panel should be available as a stand-alone web application and work together with the telephone system / FusionPBX / Freeswitch. The WebApp will then certainly be able to be connected to the telephone system somehow in a config file. That would at least be good.
The script language on which the WebApp / operator panel is based or developed is up to you.
We can install Freeswitch and FusionPBX on a Server and set up a SIP Trunk. We will give you then root access.
We are a call centre and have been on the market for many years.
We operate a classic telephone service / telephone secretariat.
We are currently working with a call centre operator panel, which is not really available on the market. Unfortunately, our current system is based on a Java application for Windows computers. This system is very outdated and tedious to manage. When we want to train new staff, we always have to go through the hassle of downloading the programme, turning off some Java security mechanisms and adding a URL to the whitelist. In addition, the user is not allowed to update Java, otherwise nothing will work.
This operator panel is connected in the background with two other Java applications and a physical telephone system (multiplexer) in the computer centre.
Because of this old technology, we cannot expand the system. Also, it is not "simply" possible to access data such as statistics via http request and process or send them externally. Let's not even start with the security risks.
What we need - What we imagine:
According to our research, there is the open source telephone system Freeswitsch which works very well with the also open source administration interface "FusionPBX".
Both products are available free of charge and can be set up on a simple, small Linux server in the cloud. Using SIP Trunk, which can be set up in FusionPBX, many telephone system functions have already been created.
FusionPBX also offers a so-called "operator panel".
This approach is good, but not intended for our purposes.
We need our own operator panel as web applications (with login function in front of it for our staff), which then visualises a certain representation of conference rooms and queues, as well as the callers.
With simple drag & drop, these callers must then be able to be routed back and forth between the conference rooms and queues.
This means that this operator panel must address the Call Flow API's in order to route the callers in the telephone system accordingly.
I have attached a small briefing including a sketch of how we envision the whole thing.
The briefing also includes ideas on how to implement the whole thing or which existing functions could possibly be used.
The operator panel should be available as a stand-alone web application and work together with the telephone system / FusionPBX / Freeswitch. The WebApp will then certainly be able to be connected to the telephone system somehow in a config file. That would at least be good.
The script language on which the WebApp / operator panel is based or developed is up to you.
We can install Freeswitch and FusionPBX on a Server and set up a SIP Trunk. We will give you then root access.
Related categories:
Business, Accounting, Human Resources & Legal
Software Architecture
Asterisk PBX
VoIP
FreeSwitch