Website & database creation... help needed

[korky]

I'm creating a database for work, this may get a little complicated, but I'm looking for the easiest way of doing it. It's been about 8-9yrs since I've done anything like this, so very rusty :(

Anywayz, I'm creating a website that is used to store data on a database. Basically, I'm working in a call centre and have been asked to create a database regarding which customer's need to have calls returned to them when a resolution isn't provided on the call.

My plan is to have agents in work use the website to enter details regarding every customer on a website and this is then saved to the database. I'm also looking into the possibility of creating something in Visual Basic, but work prefer a website based database.

The things I need to begin with are: The agent's name, their team leader's name (from drop down menus) and various other yes/no fields. It also requires a timestamp (most importantly).

The things I'd like to do, but are not necessary: Preferrably some sort of user log in screen, that means the agent's wont have to continually enter their name and team leader, these will be automatically entered.

So far I've created the database in Access with all the necessary fields and am currently working through some tutorials, but if anyone could point me in the right direction of how to do all or any of the above, it would be greatly appreciated. Thanks in advance

[svidgen]

Sounds like you're describing a CRM. If you're on a budget, you could look into some open source solutions.

[korky]

I'm on a budget of having no money. I've been asked by work to do this. I've absolutely no idea what you mean by CRM, please enlighten me?

[svidgen]

CRM = Customer Relationship Management

On a zero-dollar budget, you would be looking at an open source solution: http://en.wikipedia.org/wiki/Open_source_CRM_software

[ssystems]

I'm creating a database for work, this may get a little complicated, but I'm looking for the easiest way of doing it. It's been about 8-9yrs since I've done anything like this, so very rusty :(

Anywayz, I'm creating a website that is used to store data on a database. Basically, I'm working in a call centre and have been asked to create a database regarding which customer's need to have calls returned to them when a resolution isn't provided on the call.

My plan is to have agents in work use the website to enter details regarding every customer on a website and this is then saved to the database. I'm also looking into the possibility of creating something in Visual Basic, but work prefer a website based database.

The things I need to begin with are: The agent's name, their team leader's name (from drop down menus) and various other yes/no fields. It also requires a timestamp (most importantly).

The things I'd like to do, but are not necessary: Preferrably some sort of user log in screen, that means the agent's wont have to continually enter their name and team leader, these will be automatically entered.

So far I've created the database in Access with all the necessary fields and am currently working through some tutorials, but if anyone could point me in the right direction of how to do all or any of the above, it would be greatly appreciated. Thanks in advance

First, Access is not the right database for a Call Center.
This might get you started.


Campaigns
CampaignId
CampaignTypeId
CampaignName
CampaignStartTime
CampaignEndTime
CampaignTimeZone
...
...
...

CampaignCalls
CampaignCallId
PhoneNumber
DispositionId
AgentId (nullable, the call may still be in IVR etc.)
CallNotes
CallStart
CallEnd
...
...
...


Dispositions
DispositionId
DispositionName
...
...
...

Agents
AgentId
AgentUserName
AgentPassword
PasswordTypeId (Plain, SHA1, MD5, computed hash, etc)
AgentFirstName
AgentLastName
AgentTeamLeadId (null if they are a team leader)
AgentSystemStatusId (system status, on call, on hold, etc)

AgentSystemStatuses
AgentSystemStatusId
AgetnSystemStatusName
...
...



You have to work with your Telecom Engr and Business Analyst to actually see how things should be implemented. Does your phone system automatically saves the disposition if a call is dropped in the IVR? Will your BA tell you to call people that was put on hold for 3 mins then decided to hang up? If you're system is properly set up your agents only need to do 3 things. Login to the interface (which will log them in on the phone system), talk with the disgruntled client on the other end of the line, and enter the disposition (asp:Dropdownlist, calendar when to call, and notes).

Hope this shed some light.

[DaiLaughing]

I'd look at the open source CRMs as svidgen suggested. What you want to do has been done hundreds of times before by people (no offence!) much better than you (and me) at Web development. Why not use their expertise?

If you do want to develop your own then you would need XHTML/CSS for the pages, PHP for the processing of the data before it is displayed or to send the data to the database and MySQL to store the data. Before you do any of that you would need database design skills including normalisation.

That lot gets you a decent salary on it's own even where I live and is in high demand. If you can do that lot leave your current job and become a developer!