Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
Queues are the backbone of an inbound call center ACD. They are typically the primary destinations for your callers and customers, so you need to be sure that they are properly structured and implemented. Let’s have a look at a trio of dialplan components that can help you manage how and if callers get into your queues and what to do with them once that happens.
Continue reading “Useful Queue Control Features in the Dialplan Builder”
Shocking fact: Your callers don’t enjoy waiting to speak to an agent.
Sometimes it’s not the actual amount of time waiting, though. It’s the perception of time.
Everyone’s experienced the perception of time issue. You’re sitting in a meeting, and you look at the clock. After what seems like hours, you see it’s only been a few minutes. You get home from work. You finally have a chance to that thing you wanted to do. You start doing it, then after 10 minutes you look at the clock and an hour has passed. Continue reading “10 Ways to Control Time in the Call Center ACD”
Sometimes your callers really mess things up for you.
You’ve spent hours building and tweaking and testing your Interactive Voice Response (IVR). Music on hold. Audio prompts. Web services to tie the call together with a contact in your CRM.
The visual IVR builder gives you plenty of options for collecting data, sending data, and routing calls. The drag-and-drop interface lets you get your IVR built fast so you can test and perfect it.
The built-in features are fantastic for collecting data about calls and updating your CRM. Or even letting your agents know a call came in. But, sometimes you need to guarantee that the information goes into your CRM.
Then the caller hangs up before that can happen.
Why?!
Continue reading “If You Can’t Give Up When Your Caller Does”
Having a tool that can do 100% of the most common cases and 90% of all cases is really great. However, there’s always going to be that 10% of cases that give you trouble.
When you’re using a product that sets clear limits on functionality to the most common cases, that’s fine. But, if you’re using a full-featured call centre suite, that last 10% definitely needs to be in. In the Indosoft Visual Dialplan Builder, it’s simple to construct a dialplan to meet most needs. Continue reading “The Command That Makes the Visual Dialplan Builder a 100% Solution”
Scaling your Asterisk PBX can be complicated. It’s hard to get more than one Asterisk server acting as a single PBX. A call comes in, and you want it to go where it’s supposed to go. But it takes a ridiculous amount of effort to get your installation to do what you want.
Take a look at the typical setup, where you have two Asterisk servers, with a trunk between them: Continue reading “How to Scale Asterisk Over Multiple Servers”
The history of the World Wide Web is the story of server-side versus client-side software. When things started to get going, the Web was largely a set of static files that were served up from the server. The browser displayed those files in as presentable manner as possible, but didn’t do any extra processing on its own that wasn’t part of the rendering process. Dynamic content was animated GIF files and the <blink> tag. Continue reading “Sharing the Load”
You can have the most wonderful dialplan builder in the world. If you don’t know how many people are taking each branch, though, you don’t know your system well enough. You can guess that X number of people are choosing an option because that’s how many people hit your queue. Are you sure that you’re not losing people while they’re listening to your audio prompt? How many callers might go missing without being noticed? Continue reading “Tracking Your Dialplan the Easy Way”
Your call center is constantly having to deal with new challenges. Your client decides things now have to be done this way or that. Regulations change and now you need to record your data differently. Or not record it at all. A new business opportunity springs out of nowhere, and you have to respond quickly to capitalize. When you’re handling change every day, it’s important to have a flexible call center system. Our Q-Suite software is such a system.
Continue reading “Make Your Call Center Technology Work For You”
The common conference room, a necessity in today’s world with employees working from home, travelling, and distant customers. No product with PBX functionalities should be without one.
Lets take a look at the options for the conference rooms provided by the Q-Suite.
The options seen are:
With all of these options you can configure the conference rooms you needed. However to fully leverage conference rooms, or any single feature, the ability to combine and interlink them to suit your needs is required. Let’s take the example of a daily standup which needs a conference room for a few remote employees. It’s always starts at 8am and lasts about 30 minutes. One way to ensure outside callers do not use it outside of this hours is a pin but you can also mix it with the Routing Rules so the DID or IVR/Auto Attendant option is not configured to point directly to the conference room but to a routing rule first. This routing rule will only route callers there at 8am until 8:30, although I’d recommend 15 mins earlier at least to allow early callers in and maybe a bit longer depending if the meeting has a strict end time or not. The routing rule can then send them to an auto attendant or elsewhere in the system if it’s outside of the hours — add multiple rules to allow different routing if it’s before to note they are to early, or if they are late to send them to a recording of the conference to hear what they missed.
You think you need a genius. Getting an Interactive Voice Response (IVR) system right can be tough. It’s important to your contact center that it work from the get-go. There are so many parts, though, that it can be difficult for you to keep all the pieces in mind when you’re putting it together. Continue reading “Be an IVR Genius”