Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
Scaling your Asterisk PBX can be complicated. It’s hard to get more than one Asterisk server acting as a single PBX. A call comes in, and you want it to go where it’s supposed to go. But it takes a ridiculous amount of effort to get your installation to do what you want.
Take a look at the typical setup, where you have two Asterisk servers, with a trunk between them: Continue reading “How to Scale Asterisk Over Multiple Servers”
You say failure is not an option. So let’s get prepared. Whether you’re deploying your call center in the Cloud or installing your ACD system locally, it’s important to make sure the whole system matches your needs. Testing is crucial. You don’t want to find out that a single Asterisk server was insufficient after logging in 300 agents. We can provide advice and rough guidelines. The sheer number of options available for the platform itself, as well as the number of use cases that Q-Suite allows, mean that it can be impossible to be sure that a specific configuration will be problem free without trying it. Continue reading “It’s Less Stress to Test”
Years into the VoIP revolution, call center managers are recognising that it’s not necessary, or even desirable, to have all their agents located in a single location. High speed Internet access is nigh ubiquitous, allowing the modern call center floor to be distributed over multiple locations. It’s no wonder that call centers have experimented with home-based and remote agents; it’s like having a location of one. If the center is already leveraging the multi-site capabilities of its call center software, the ability should exist to include additional single-user locations. Continue reading “Remote Agents in the Modern Call Center”
Providing technical support for Information Technology (IT) or Software products world-wide is challenging enough; supporting call center software that controls and drives contact center operations is even more demanding. These operations are perceived as mission critical and demand immediate problem resolutions, often skewing the normal work-flow plans. Unlike normal software and IT systems, voice telephony based contact center solutions are more visible and attract significantly more attention from the stake-holders when things are perceived to be not functioning in the expected manner. In today’s business culture of wanting everything as a commodity, it is a difficult task to convince the upper management for the required investments up-front, like setting up fully redundant systems, doing proper trial runs and planning the production runs thoroughly. This is also largely in part due to the commercial success of excellent open source telephony platforms like Asterisk, forcing the contact center domain to become more commodity driven. Continue reading “Indosoft improves its Help Desk Customer Support with Q-Suite’s Multi-Channel ACD”
A Visual IVR Builder is an essential part of any call center ACD. The Visual Dialplan Builder within Q-Suite 5.7 allows the user to create and rapidly deploy multi-level interactive voice response (IVR) applications at ease. It is a visual call flow builder with icons to provide a graphical flow of the call. The sophisticated IVR and call distribution functions within the Builder allows vertical and horizontal call-flow development with the ability to transfer control to different pages with the IVR. It also offers revision management. Continue reading “Visual IVR Builder for Q-Suite ACD”
Large call centers require multiple Asterisk servers in a cluster to handle the call volume. Load balancing will allow distribution of calls within the Asterisk cluster. The High Availability Sip Proxy within Q-Suite is designed to provide load balancing as well. It will distribute the incoming calls to the different Asterisk servers in the cluster which are the media server for voice traffic. Q-Suite’s Call Center ACD can scale to multiple Asterisk servers and manage call queues and distribution, irrespective of the media server associated with the call. This allows Q-Suite to offer skills based routing for large contact centers where the call volume transcends beyond a single server to multiple Asterisk servers. Continue reading “Q-Suite’s High Availability SIP Proxy offers load balancing”