I have some leads to whom I want to make outbound calls. Along with the phone number, I have additional information like Name, Query Source and Query Category.
"John W. Lead", "+43 780 004711", "Trade Portal Online Form", "Purple Widgets"
My ideal calling process is tailored towards remote agents - A call is initiated by me using the Asterisk API. Asterisk calls my agent; my agent picks up, they hear the lead's phone ring, and they are then connected to John W. Lead.
When the call starts, I want my agent to be aware of the other pieces of information like the lead's name, where they signed up to receive this call, and what they are looking for.
What is the standard way to send this information in real time?
I prefer the information is passed over the same channel (not a strict requirement) and is guaranteed to reach the agent before the call is initiated (this is a strict requirement). I would like the solution to remain standard over Android Softphone, Desktop Softphone, and other SIP devices.
Some approaches which my research has suggested:
- Use Text to Speech on the Asterisk box to insert a voice prompt containing the information and to play it to the agent before connecting to John W. Lead.
- Use OS or Browser Notifications to deliver the info to the called Agent
What is the most common or reliable way, if any, to pass such info to an agent?