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Asterisk telephony with complementary ACD

Asterisk is one of the most flexible and powerful hybrid PBX available for building out an IP telephony platform, whether it is a premise based setup or a cloud based install. With rapid rise in the deployment of Asterisk, vertical application builders are looking for a fully developed ACD to complement Asterisk. Q-Suite ACD has been built grounds up to fit this particular need. Q-Suite is a unique full function ACD that can scale to multiple Asterisk servers. It is available for deployments in applications where customers require complete control over Call-flow and Queue management on top of the standard skills based routing.

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Essential ACD Queue features for Customer Service

Queues are at the heart of any ACD (Automatic Call Distribution). Most of us have experienced waiting in a Queue while trying to access customer service by phone. Call distribution within a Customer Contact Center is driven by an ACD. Efficiency of the ACD is determined by its ability to manage distribution of calls from multiple queues to its customer service representatives. Skills based routing allows distribution of calls to the most appropriate customer service representative. But there are other important features within an ACD that can assist in improving the overall performance of a customer contact center. Let us examine a few:

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ACD behavior with Skills based Routing and Queues

ACD (Automatic Call Distributor) is a software designed specifically to deliver efficient Queue management within most customer contact centers. When migrating to Asterisk, people are seeking to unleash the full potential of this dominant IP and Hybrid telephony and take advantage of its many intrinsic benefits. Q-Suite is a scalable ACD software designed to work with Asterisk, delivering and exceeding industry standard features and functionality for the customer contact domain.

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Queue Priority Service Level and Skill Level for ACD

Queue priority is dictated by the business case. Calls into a higher priority queue should be handled ahead of calls from other queues. Once within the Queue, calls are handled based on the wait time. Even though it sounds simple enough, it can get complicated because a good ACD (Automatic Call Distributor) has skills for Queues and skills with skill levels for Agents.

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Call center ACD

Last updated: August 10, 2016

It is understood that ACD (Automatic Call Distribution) represents much more than what a typical PBX offers. It is used when the purpose of incoming calls is more than reaching a specific phone extension. Contact centers require highly evolved ACD to bring efficiency to their operations. Let us look at what we can expect an ACD to do:

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