Inbound call center for several projects

Pierre33
Posts: 17
Member Since:
2009-04-19

Hi everyone.
I'm running trixbox for serveral years already and generally it looks fine till we were running a single project. Now we are starting another 1 or 2 and I've got a huge question how I will handle inbound from these projects on a single trixbox server.
Lemme explain:
When we are receiving an inbound it goes to the queue and gets picked up by a free agent. Agent tells the customer something like "this is company A, how can I help you?". That's not a problem when you have one project (one company), as every call that you have goes to company A.
But when you have several projects (companies) this might be a problem since right now I can't give the agent any info about the project (company) this customer is calling to. We are using zoiper as an agent softphone and the only thing it shows when receiving an inbound is a queue name and wait time. Of course I can make a dedicated queue for every project I run and tell my agents to check what queue this call is coming from, but this looks like an ugly hack.
I believe that there should be any way(s) to make my agent's life more simple. Some piece of software, that will popup or load a page, where I will be able to show what company the customer is calling to and what number he is dialing or something like this. Maybe some CRM (however we have our own, but I'm ready to use 3rd party crm just for this feature).
Any ideas are highly appreciated.