Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
We tend to get this type of question more that we should. To an inexperienced user, this symptom seems like a system issue, where more often than not, it’s a simple misunderstanding of the system’s capability. Let’s take a look at a few of the most common reasons why people aren’t answering your outbound contact center calls.
Continue reading “Why is no one answering? A few reasons why outbound dialing can be frustrating”
When managing PBX extensions and their users the requirement to limit what can be called is often needed. This can be done heavy handed at the trunk level but then no calls can dial out to the blocked numbers.
Using the Q-Suite feature Restricted Numbers is a more refined solution to the issue. It can be setup to restrict certain PBX extensions from dialing a set of numbers while allowing others. For example this is useful if only a group of users are allowed and expected to make international calls while another group are to be restricted. Continue reading “Feature Highlight: PBX Restricted Numbers”
With Q-Suite’s HAASIPP our product now features Call Survival. This is often confused with Call Recovery and the terms then used interchangeably.
To understand what Call Survival really means lets look at an example. Starting off with a caller connected over a SIP trunk and ultimately connected to an agent. The diagram below shows a simplified setup with the communication path as follows:
Asterisk is modular and has so many incredible built-in applications. Modern day call centers require a lot of functionality and, Asterisk provides a contact center platform that is truly versatile, at tremendous cost savings. Live listening in Asterisk is an exciting feature for call center managers. Live listening is not new but Asterisk makes it much more accessible with its chan_spy. G729 is a popular codec (you can purchase G729 license from Digium) which reduces bandwidth consumption to around 45 Kbps per channel. When bandwidth costs are at a premium G729 can provide a 50% savings. Agent phones using G729 can minimize transcoding and reduce system load on Asterisk. Eyebeam, the licensed full featured version of X-lite, is a popular soft-phone with inbuilt G729 codec. Continue reading “Using Eyebeam with G729 codec on Asterisk based systems”