Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
Agent behaviour isn’t always perfectly aligned with the needs of the call center. An example of this is agent logout from the call center software. This is something that comes up from time to time. How do we make sure that agents who are logged in are actually available and working, and that agents who have gone for the day are logged out? Continue reading “Is Anybody There? Logging Agents Out of Your Call Center Software”
When you have a previous relationship with your client, it’s important that this be reflected in the customer experience. Often, the data concerning the client is available in a separate system from your call center ACD software. Continue reading “Where’s My Data? Accessing External Data Sources in your Call Center Software”
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”
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”
Data that can’t be extracted or reported is worth less than data that can be reported. In “Populating Client Information to Agents In Your ACD” Part 1 and Part 2 discussed getting data into the system and to agents. Once the agent has gotten their hands on it, there can be updates, changes or even new data that needs to be reported back. Details about the call usually also falls under the rubric of exportable/reportable data.
Continue reading “Populating Client Information – Part 3: Getting the Data Back Out”
Audio plays an integral part in our lives. It can be a vessel for communication and a source of entertainment, among other things. In a call center ACD, audio is a vital portion of a center’s configuration. Continue reading “Audio Files 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 ACDÂ 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”
In Populating Client Information to Agents in Your ACD – Part 1 I talked about getting your client data into your call center ACD software. That’s an important step, but it doesn’t complete the task. Today I want to address the topic of finding the particular contact who is calling in and presenting that information to the call center agent. Continue reading “Populating Client Information to Agents in Your ACD – Part 2”
The ability to collect data during the client-CSR interaction in the call center ACD is a very powerful feature. This data can be used for quality assurance purposes, can be leveraged in reports to track call progress, and can be used to help confirm or deny any disputed responses. In Indosoft’s Q-Suite, this data can be gathered using custom fields. Continue reading “Live Data Collection in the Call Center ACD”
In a prior post, it was shown that preparing a simple inbound ACD scenario can be fairly straightforward. This post will illustrate a few of the more complex components that can be leveraged in Q-Suite’s dialplan builder. Continue reading “Adding Complexity to the Inbound Call Center ACD”