The opening of the "dossier" of a customer in a phone call


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For a client I'd love to do this sort of thing:
1. When the phone call is determined by customer number.
2. The operator provides a brief dossier on the client's previous requests and notes.

In addition, the operator starts the conversation with "Hello, Nikolai," the theme is very important to view already made bookings and requests. Like, something about like working in call-centers support, where the operator sees the previous problems of the client.

Currently, detailed information about the customer stored in the database in 1C and can regularly be exported (e.g. in the morning) to any other format. Not enough link between the caller who phone, and a program that lets you see who is calling.

Telephony — probably a dozen copper lines in the office. The second option is the use of an external company that provides multi-room and arrange for VoIP from his site to the office.

The company is not very large, so I would like to get a fairly economical solution.

In this thread I'm completely unaware of possible solutions to the hardware and software side, I ask them to share how it is generally, in principle, can be arranged.
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4 Answers

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Look at Asterisk. It is possible to nerolite almost everything that you can want.
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Well, for example: Your phone lines are stuck in FXO gateway (gadisku) which converts your analog phone call in VOIP. Then it all gets — well, for example in asterisk www.asterisk.org/ (i.e. the program on the server, which can sort, distribute and so VOIP calls). The asterisk forwards the call to the device operator VOIP phone (iron, or programs like ekiga, twinkle, xlite, etc.).
\r
On the computer on which you intend to get hints, you need to write a program that will cling through the "asterisk manager api" (AMI) the asterisk — (that is, the server that manages VOIP calls).
\r
When using this AMI will come the event that the operator picked up the phone and answers the call, your program of this event takes the phone number (if it is not hidden and if he is present), and then displays the information you need.
\r
Something like that. If on fingers.
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All you wrote is true:
1. Depending on the PBX to obtain data about the call to the desired extension number. Or you ATS recommend?
2. To use the software soft-phone IP telephony that allows the call to call a program with parameter as a number. Multi-room, by the way, a very useful thing and the layout of the office not to do telephony.
\r
Well, 1C programmer in any case it is necessary to ask to make a shortcut with a call to the customer card. Or use an external CRM system.
The specific solution depends on the number of internal rooms and the difference in price between traditional and IP telephony. I would advise the IP. If you're interested — write requirements — think about how best to do
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Thank you. Apparently, I'm not a very precisely formulated question, because it is not familiar with the topic. I need to understand what you need to make it work. Now there is a base of 1S, and will be one of the options for multi-channel rooms. Need to buy some special piece of hardware (or software for IP-telephony), which will give the room somewhere? Need some special software to process these data and ligaments with 1C or it will be "in a box" with a piece of metal? How is it, in principle, be implemented?
\r
For me a very strange question relations "received number -> started a database search".
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