We're looking to develop a Twilio OpenVBX phone system that will operate as a call center system with ACD, IVR, browser based softphone and CRM integration. You must have experience working with OpenVBX, VOIP and API integrations.
FURTHER GUIDANCE ON PROJECT:
We are need in of a custom Call Center Software based in Twillio, PHP along with any other plugin or system needed. This could include OpenVBX, Laravel, etc. The functionality would include:
Users: Will have an extension assigned and have the ability to take calls or designate busy. They will also need to answer, hang up, transfer and conference calls through our CRM API interface. This integration will utilize Twilio Web RTC interface to power the front end CRM design. A picture of the front end design is attached.
Calls & Routing: The following are the ways the inbound calls will be routed:
IVR: call to a DID need to be received through an IVR system (auto attendant).
IF 1 is Pressed Transfer to Queue 1
IF 2 is Pressed Transfer to Queue 2
IF 9 is Pressed Play [Intro-Spanish.mp3]
IF 1 is Pressed Transfer to Queue 3
IF 2 is Pressed Transfer to Queue 4
IF 8 is Pressed Play [Intro-English.mp3]
IF 5 is pressed allow called to enter extension and transfer
Call Queue basic: Functionality would include:
PLAY Hold Music
RECORDING of call begins
Transfer to First Available Agent
Inform Agent of Queue Number
Call Queue Advanced: Functionality would include:
All of “basic” call queue functions
Routing based on user accepted area codes
Reporting: Real-time tracking of the following:
- User talk time
- User calls taken
- User “pause” time
- All reporting data will need to be sent to the CRM real-time
Call Recording Splice: We need to be able to press a button on the CRM to start and stop a second call recording or to mark the call recording in order to go back and copy that portion of the recording. Once the portion of the recording has been identified the file needs to be sent to the CRM for download or a link to the recording file. User needs to be able to name the file.
Predictive Outbound dialing:
- Ability to dial one to five lines at once based on the number of available users.
- Answering machine detection to leave a prerecorded message.
- Predictive reporting that includes total number of calls, Answering machines total, message left total, busy, No answer.
There is a short window for us to complete this project. We have three weeks from beginning to end otherwise we will have to go with an already established system.