The call came first thing in the morning. Agents were logged in, callers could dial in, but callers were not getting connected to agents. A foundational tenet of skills-based call routing is that calls get routed to agents, so the team leapt into action. As support techs logged in and began gathering PCAPs (Packet Captures) and poring over logs to discover the cause, we also began test calls into their IVR (Interactive Voice Response). Continue reading “Trust, But Verify: Simple Steps to Finding Your IVR Issues”
Essential Features for ACD Queues
ACD Queues are vital to efficient call distribution in today’s multi-channel contact center operations. It is also important to provide the customer with a good experience while waiting in the Queue. There are a number of essential features for ACD queues that increase productivity and improve customer experience.
Advanced Queues and Call flow Applications on Asterisk platform
The last ten years have brought lasting changes to telephony; nothing more significant than the convergence of voice and data resulting in the adaption of VoIP and in particular SIP. As a co-passenger in this exciting journey, Asterisk has emerged as the undisputed king of PBX. It has also become the platform of choice for various verticals including the booming contact center industry. Continue reading “Advanced Queues and Call flow Applications on Asterisk platform”