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”
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”
It’s startling to realize how quickly IP telephony did get accepted. Even in 2008, when Rajan posted The March of IP telephony – Part 1, the bulk of our clients were using TDM boards. Digium and Sangoma hardware were our go-to choices. Innovators like those two companies were blowing up the market. This allowed Asterisk to continue to build on its foothold. Clients looking for stability were increasingly able to choose Asterisk, but still connecting via PRI. Selecting a quality VoIP carrier was a difficult process for those not sharing a colocation facility with a reputable provider.
Continue reading “The March of IP Telephony – Part 2”
The Q-Suite has a number of incredibly useful campaign controls that are available to the tenant administrator and/or the appropriately privileged user. Prior versions, before 5.7 to be specific, had most of these features spread across multiple pages in the administration portal. These can now be accessed on a single page based on the desired campaign. Let’s outline the controls and their uses. Continue reading “Campaign Controls in the Q-Suite”
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”
When using an Asterisk based ACD product, agents will require a registered device to interact with the call center software in order to properly take and make calls. This post will outline some of the options available to use in the Q-Suite. Continue reading “Connecting Agents to the Call Center ACD”