Asterisk is a definite game changer in revolutionizing the world of computer telephony interface (CTI). When you are considering Asterisk as a hybrid PBX telephony switch for your contact center requirements, you may end up looking for an ACD that meets the requirements of your contact center. Often times you might already have a fully developed business application requiring CTI integration. Sophisticated ACD (Automatic Call Distribution) will allow the call center to handle incoming calls with greater efficiency and increased productivity. The general attributes of an ACD include,
- IVR
- Skills based routing
- Queue Prioritization
- Scheduling capability to handle calls based on time of the day, day of the week etc.
- Web services interface to do Database dips
If you are planning to integrate the ACD and its CTI functionality into your business application, you will also be searching for a proper API interface. Indosoft Q-Suite is a full feature call center ACD for Asterisk with an evolved API for both .NET and socket interface. Q-Suite ACD provides skills based routing, queue prioritization as well as on-hook, off-hook agent support. It has a sophisticated Dialplan Builder for all your IVR needs. It is a full fledged call center software API and allows you to scale to multiple Asterisk servers seamlessly.
When we started the migration of our call center software to Asterisk in 2003, we invested time and engineering in developing a separate ACD layer to work with Asterisk mainly because of our background using legacy CTI boards. This has resulted in truly unique and efficient ACD layer for Asterisk that allows for setting up and scaling enterprise grade contact centers.