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If You Can’t Give Up When Your Caller Does

Hangup in the Visual IVR Builder

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”

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The Command That Makes the Visual Dialplan Builder a 100% Solution

execute any command in the Visual Dialplan Builder

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”

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Would You Like PBX Dial Notifications for Incoming Calls? You Can Have Them!

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!”

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How to Scale Asterisk Over Multiple Servers

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”

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It’s Less Stress to Test

You say failure is not an option. So let’s get prepared. Whether you’re deploying your call center in the Cloud or installing your ACD system locally, it’s important to make sure the whole system matches your needs. Testing is crucial. You don’t want to find out that a single Asterisk server was insufficient after logging in 300 agents. We can provide advice and rough guidelines. The sheer number of options available for the platform itself, as well as the number of use cases that Q-Suite allows, mean that it can be impossible to be sure that a specific configuration will be problem free without trying it. Continue reading “It’s Less Stress to Test”

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Hold For the Holidays: How to Not Annoy Your Holding Customers

The 2015 holiday shopping season is well under way. Black Friday and Cyber Monday have come and gone, and now we’re into the home stretch before the holiday break. I’m keeping a loose eye on Twitter and it appears that a lot of people are tweeting out to companies about being on hold for an atrociously long period of time and they are, of course, not happy about it. Nobody wants to be stuck on hold any longer than they need to be, so I can sympathize with these people. Contact centers should be prepared to handle the influx of calls that are no doubt going to happen during this time period and should be able to adjust accordingly. Continue reading “Hold For the Holidays: How to Not Annoy Your Holding Customers”

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Renting Versus Owning: Solving the Dilemma

Have you ever heard renting is like throwing your money away? What about the large sum of money you have to pay to own? In the case of a house, making a down payment, buying mortgage insurance, surveys, inspections, legal fees and interest payments can also feel like your money is disappearing into a hole. The benefit of renting is the flexibility, the low upfront cost, and having someone else responsible for updates and upgrades. The benefit of owning is being able to do whatever you want with the property, and a stable environment if you plan on having the same needs for a length of time.

The same arguments go on with software and hardware. You may decide to buy a perpetual license to your call center ACD system, or you may decide to go with the monthly licensing option. But what’s the right option for you? Continue reading “Renting Versus Owning: Solving the Dilemma”