Asterisk ACD Archives - Page 2 of 3 - Contact Center Software for Asterisk Telephony

March 16, 2015

Save Money, Do More With Asterisk-based Call Center Software

You can no longer doubt that Asterisk is here to stay in the telecommunications world. Over the last decade, the rate of adoption has been skyrocketing. Call centers are no longer complaining about Asterisk-based solutions, or worrying about having to have an Asterisk expert on-hand. With Asterisk providing a platform for contact center ACD (Automatic Call Distribution) solutions to sit on, you can transition from a legacy system to one built on readily available and mature software. Continue reading “Save Money, Do More With Asterisk-based Call Center Software”

February 20, 2015

Blog Post Revisited: Capacity planning for large call centers using Asterisk

It’s been almost five years since the post was made in reference to capacity planning for large call centers using Asterisk. As we know, five years is almost an eternity in the world of technology. With that in mind, almost all of the information in that post is still relevant today in some way, shape, or form. Continue reading “Blog Post Revisited: Capacity planning for large call centers using Asterisk”

February 10, 2015

Save the State: Data Synchronization Between Master and Backup Services

Keep your data identical between systems

When the center is actively handling calls, minimizing any disruptions is key. You don’t want to have your agents stop, log out, log back in, then attempt to continue as they were. Doing that is an efficiency killer. To avoid this, multiple copies of a single service can be set to run on different servers. However, data has to be kept current in order to avoid losing information when switching services from backup to master. Synchronization of information is absolutely required when we are attempting to set up redundancy for high availability in the call center.
Continue reading “Save the State: Data Synchronization Between Master and Backup Services”

February 6, 2015

Recycle Times in the Call Center ACD

Outbound dialing is still an integral part of the contact center acd landscape. Leads can be generated in a multitude of ways, such as purchasing a list or a website inquiry, and depending on the weighted priority, they may be called in different fashions. It’s abundantly clear, that when outbound dialing, your agents will not connect to every number they dial. When this case happens, the agents disposition the call in a relevant manner, and carry on with the next call. We need to make sure that these non-connected get called back in a timely fashion. This is where we use recycle times. Continue reading “Recycle Times in the Call Center ACD”

January 23, 2015

Transfer Types in the Call Center ACD

In a previous post, I talked about call transfers in the contact center. I am going to expand on this topic, and am going to discuss the types of transfers that can be done in the Q-Suite. These types are a little different than the other ones and describe a bit more about the destination target of the transfer. Continue reading “Transfer Types in the Call Center ACD”

January 16, 2015

Automated Queue Callbacks in the Call Center ACD

When making a call into a call center ACD, it’s almost inevitable that you will end up waiting in a queue, while some form of hold music and/or periodic message plays until you eventually get connected to a live agent. With wait times being unpredictable at the best of times, being able to signal to the ACD that ‘Hey I’d actually like you to call me back when an agent is available instead of waiting for who knows how long here in this queue’ is a very solid option for people who do not want to sit around on hold. The ability for a caller to trigger this type of event is a standard, out-of-the-box feature of the Q-Suite. Continue reading “Automated Queue Callbacks in the Call Center ACD”

January 9, 2015

Call Transfers in the Call Center ACD

The need to transfer calls is an inevitable use case in the workflows of almost every contact center ACD. Whether it’s a transfer to an external entity, a different internal department, or to a supervisor, transfers do not necessarily follow the same pattern given the scenario. Let’s talk about the 3 major types of transfers that can be configured in the Q-Suite. Continue reading “Call Transfers in the Call Center ACD”

December 19, 2014

Using Dispositions to Further Elevate the Effectiveness of Your Call Center ACD

Dispositions in the contact center ACD can accomplish two things: Continue reading “Using Dispositions to Further Elevate the Effectiveness of Your Call Center ACD”

November 28, 2014

Inbound Campaign Scheduling in the Call Center ACD

Configuring an inbound IVR that takes advantage of queues and skills-based routing is a great building block in your call center ACD for Asterisk. Even though the flexibility of the Q-Suite’s dialplan builder is high, you may encounter situations where a single IVR just may not handle all of your desired scenarios. Campaign scheduling can help you solve these issues. Continue reading “Inbound Campaign Scheduling in the Call Center ACD”

October 20, 2014

Maximizing Call Center Software Performance With Load Balancing

When adding capacity to an Asterisk-based ACD (Automatic Call Distributor) system, the desire is to increase the throughput of the system in a linear fashion. Choosing call center software that allows the addition of servers to increase capacity is an essential step. However, one must take certain steps to ensure that individual servers don’t become a choke point for performance. This is where load balancing comes in. Continue reading “Maximizing Call Center Software Performance With Load Balancing”