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<TITLE>Aplicação de CallCenter</TITLE>
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<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">Pessoal:</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">Estamos fazendo testes com o Asterisk na aplicação de Callcenter</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> em nosso ambiente real de callcenter</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">. Na</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">ú</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">ltima semana, colocamos 15 troncos digitais</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">através</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">do Cartão da Digivoice.</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> Na maior parte do tempo os 15 troncos estavam</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">todos</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">ocupados</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> e</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">idéia</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> é usar todos os 30 troncos</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">.</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">Nosso servidor é um Itautec, 2</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">.</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">4GHZ,</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">1GByte de RAM,</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">D</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">ual core. O</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">Asterisk é 1.2.7.1.</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">O Asterisk gerenciou normalmente a fila, os agentes,</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">ele</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">distribuiu as ligações entrantes, tocou a m</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">ú</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">sica em espera ....</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">Usamos o FOP e AMA para gerenciar as filas e os agentes. O AMA funcionou beleza</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">,</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">mas FOP apresentou algumas</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">inconsistências</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> no funcionamento</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">.</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">Para o atendimento usamos o softfone X-lite v.3</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> e headset plantronics</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">, a qualidade do</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">áudio</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">da rede local</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">ficou</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">beleza</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> tanto entrante quanto sainte</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">.</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">O que não</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">ficou</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">legal</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">foi</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> o eco que os agentes</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">percebem</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">em</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">certas ligações</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">, notadamente nas que chegam da rede da Telemar. Entramos em contato com o Paulo Garcia da Digivoice pra ver se consegue</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"> resolver o problema</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">na Placa de interface.</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">É</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">justamente</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">sobre isso que eu gostaria de saber da lista se</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">alguém</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"> <FONT SIZE=2 FACE="Arial">já vivenciou isso antes? Algu</FONT></SPAN><SPAN LANG="pt-br"></SPAN><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">ém consegue dá uma luz sobre isso?</FONT></SPAN></P>
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<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">Cordialmente,</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="pt-br"><FONT SIZE=2 FACE="Arial">Cléviton.</FONT></SPAN></P>
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