Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
In Decision 2015: On-Premise Call Center? we looked at some of the trade-offs with on-premise call center solutions. At one time on-premise was the only viable solution, but in the last few years the march to Cloud solutions has had the momentum. Continue reading “Decision 2015: Call Center in the Cloud?”
We once received a call from a client who was down. It turned out that he kept his server sitting open so that the cleaning staff could vacuum it out periodically. One overzealous cleaner (and it doesn’t take much here to count as overzealous) accidentally knocked a Pika card too hard, knocking loose several of the DSP modules. Those were the days when we were a little cautious about exposing too much functionality and monitoring to clients. Continue reading “Getting Under the Hood With Your Call Center Software”
Open Data and it’s uses have been making the news lately. Governments are liberating data that tax-payers paid to collect. This trend is creating many opportunities for new business ideas as well as enhancing existing ones. Continue reading “Making the case for open data”
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”
Failure is not an option. Failures are disruptive, and a disrupted call center floor is an expensive headache to manage. The promise of Asterisk, which was replacing monolithic telephony hardware installations with multiple commodity servers running call center software, was a lowering of the total cost of ownership. The promise has been fulfilled, but enterprise contact center installations have to be mindful of the possibility of hardware or software disruptions. This is why we introduced the HAASIPP, to allow call survival, and the Overseer to manage processes and allocate them between servers in a high availability solution. Continue reading “Adding Reliability With The Overseer and High Availability”
Dispositions in the contact center ACD can accomplish two things: Continue reading “Using Dispositions to Further Elevate the Effectiveness of Your Call Center ACD”
There is more than one person named Stephen Ray. There are even more people who have Stephen and Ray as part of their name. It’s not the most common name; I’m sure there are a lot more John Smiths, Maria Silvas, etc.. Large call centers often have to contend with name clashes when designating login names for various services, especially when you consider a few years of normal employee turnover. The problem compounds when you are using multi-tenant call center software. Continue reading “Distinct Agent Logins in Multi-Tenant Call Centers”
Let’s look at the following scenario that may come into play in a call center:
I can see two glaring issues here: Continue reading “Automatically dialing DIDs on disposition”
When managing PBX extensions and their users the requirement to limit what can be called is often needed. This can be done heavy handed at the trunk level but then no calls can dial out to the blocked numbers.
Using the Q-Suite feature Restricted Numbers is a more refined solution to the issue. It can be setup to restrict certain PBX extensions from dialing a set of numbers while allowing others. For example this is useful if only a group of users are allowed and expected to make international calls while another group are to be restricted. Continue reading “Feature Highlight: PBX Restricted Numbers”
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”