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Getting Under the Hood With Your Call Center Software

Man using vacuum to clean out computer
I don’t think they were this careful

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”

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Adding Reliability With The Overseer and High Availability

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”

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Automatically dialing DIDs on disposition

Let’s look at the following scenario that may come into play in a call center:

  • You want to track data about how the customers feel they were handled by your agents
  • Customers call into your center in order to talk to a CSR
  • At the conclusion of the call, you want the customer to be transferred to a post-call survey where they will answer questions regarding their experience

I can see two glaring issues here: Continue reading “Automatically dialing DIDs on disposition”

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The Rapid IVR Development Tool for Call Center ACD

The ability to create and deploy an Interactive Voice Response (IVR) is a must for modern contact centers. An IVR handles the voice or keypad response of a caller. One rapid IVR development tool is a visual dialplan builder that allows the building of a sophisticated IVR using graphical icons representing the extensive IVR functionality required for a contact center ACD, within a drag and drop framework. A good Visual IVR builder tool can allow one to fulfill even the most demanding call flow requirements with ease and precision. Continue reading “The Rapid IVR Development Tool for Call Center ACD”