Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
Someone was having trouble monitoring agents. Supervisors couldn’t listen to their agents. It was a simple issue to fix, and the tech logged in to make sure that listening to live calls worked. Let’s call this tech Bill.
The first agent Bill attached to was not in a live call. She engaged in chit-chat with someone nearby. A beep played, indicating a connected call. The agent went silent.
What???
Continue reading “Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?”
These days, more and more people want to stay in the loop as much as possible. With cell phones being almost a necessity, this statement holds true even more. We all want to be notified in one way or another when something of interest happens, whether it’s a Facebook message or a Twitter DM. Using PBX dial notifications can help keep you in the loop if and when you are on the go and not currently at your PBX extension’s location. I know I’m stepping out of the contact center realm with this PBX-specific topic and that’s ok. Let’s talk about these dial notifications. Continue reading “Would You Like PBX Dial Notifications for Incoming Calls? You Can Have Them!”
Czy mówisz po polsku? I’m hoping I can trust the Internet enough that this is a reasonable question to ask. Google confirms it is, and if you can’t trust Google for good information, then who can you trust? Continue reading “Czy mówisz po polsku? Labels and Languages in Call Center Software”
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”
Load balancing in Asterisk can be an overloaded term. In some cases, it refers to spreading calls to multiple servers. In others, it refers to calls made outbound. There are other cases as well. The two cases mentioned are two that are not handled by Asterisk out of the box, and additional software may need to be introduced in order to handle them. In multi-server Asterisk call center installs, load balancing allows calls to be distributed more evenly which prevents overloading any particular server. Continue reading “Load Balancing on Multiple Asterisk Servers”
When choosing software for your contact center, one important aspect is the feature list. You will already have an idea of the functionality you need, and can see the products feature list on their marketing material. A demo or two can be seen, and then the decision to buy or not buy is made. Continue reading “Ease of trying Q-Suite Call Center software”
Cloud offering of call center software and infrastructure as a service, catering to on-demand growth, has greatly simplified the task of setting up a call center operation. Personal computer (PC) and adequate bandwidth are the minimum requirements to get started. Cloud service providers deploying Asterisk based contact centers around the world, take advantage of the language support and localization capabilities within Asterisk. Continue reading “Language support and Localization for Asterisk based Multi-tenant Cloud Contact Centers”
Continue reading “Large Multi-tenant Installations using Asterisk”
Continue reading “Transitioning Q-Suite 5.7 to use Asterisk 1.8”