Trixbox and Asterisk Dialers

We currently use Trixbox/Asterisk and eyebeam. Is it possible for the system to transfer the call to eyebeam?

Yes, Voicent dialers should work with trixbox/asterisk directly, and should be able to transfer the call to any phone number or extensions. However, transfer to a phone, such as a mobile phone, is usually used when an agent is not sit in front of a computer. If an agent is using eyebeam softphone, he or she must be in front of a computer, then it is strongly recommended to use Voicent RemoteAgent software for the transferred calls. The following are the major advantages:

1. With RemoteAgent software, the popup screen for call transfer contains all the information available in the call list

2. During the call, agent can record the conversation by clicking the Record button. (System admin can also set force recording for all transferred calls)

3. During the call, agent can access the dialpad for sending DTMF tones or play pre-recorded audio files

4. After the call is finished, agent can then enter or select from a pre-set list of call notes, which will then be saved in status column of the call list spreadsheet

5. RemoteAgent software is a free client software for Voicent dialers

OK that is great. Now if I have 1 line but 3 agents, after the first call is transferred does the dialer re- start and continue

No. The dialer must maintain the original call connection for that 1 line. Though your PBX may allow the call to be hand off to another extension, and let the dialer use another channel/line to make the next call, most VOIP services do not do that. Since Voicent dialers support both, the original connection must be maintained at the dialer software.

So, in order to keep your 3 agents busy, you need at least 3 lines for the dialer.