Asterisk for Call Centers
Considerations for Asterisk as Call Center telephony platform
There are several considerations while building a technology platform for call center. Telecom in general and telephony in particular are
migrating to VoIP. Asterisk being the dominant hybrid PBX, provides an excellent telephony platform for call centers, with its seemless
interface to both TDM (PRI T1/E1) and VoIP (SIP/IAX/H323). The sheer number of applications available within Asterisk makes is the
overwhelming choice for both TDM and VoIP telephony (switch) platform. With Asterisk as the telphony switch, contact centers will
still require a feature rich call center software ACD that can satisfy all the functional requirements, out of the box.
The ACD has to be scable to grow with the call center. Q-Suite is an ideal ACD for call centers using Asterisk as PBX.
Scaling Asterisk with Call Center growth
Scaling is an important consideration in the selection of contact center technology platform to accommodate on going growth in call centers.
Asterisk runs on x86 hardware and the processing power is limited by the smotherboard and its CPU. This will impose an upper limit on
the number concurrent calls that can be processed by the CPU. Requirements like voice recording and transcoding consume CPU power as
well. Therefore the call center solution should be scalable to multiple Asterisk servers. ACD within the contact center software
should be able to handle multiple Asterisk telephony servers to accommodate larger inbound call handling capacity. Q-Suite ACD
design will scale to multiple Asterisk servers with growth.
Q-Suite ACD for Asterisk based Call Centers
- Group calls by DID/DNIS/ANI or other unique incoming identifiers
- Interactive Voice Response (IVR)
- ACD call handling based on time of the day scheduling as well as holidays and special occasions
- Ability to register agents who will be allowed to take incoming calls
- Provide call information (referred to as call pop-up) to agents before handing over the call
- Skills-based routing to route calls to the most appropriate agent available
- Queue Prioritization based on business factors for the same type of calls
- Ability to log agents into all the queues for which they have required skills
- Provide required telephony functions like transfers, conferences etc
Redundancy, High Availability and Mid-call recovery
Indosoft call center ACD software Q-Suite can provide redundant, high availability setup for call centers. It offers call
recovery for single point of failures. Q-Suite comes with a Socket and .NET API to allow CTI integration to existing applications.
Q-Suite call center ACD makes it a lot simpler to migrate to Asterisk as a telephony platform.
If you are looking for call centre ACD software for setting up an Asterisk based contact center, look no further than Q-Suite. The
effectiveness of Q-Suite based contact center technology platform using Asterisk will become obvious when you look at the features,
ease of setup, and the value for money. Q-Suite is a multi-tenant, call center software with an ACD which can scale to multiple
Asterisk servers. Redundant Q-Suite ACD setup has built in call recovery fail-over mechanism to protect on-going and future calls from
single point of failure.
This call center software offers almost all important features that you require for your contact center, right 'out of the box'. It provides
customizable Web interface for Agent as well a good .NET based API for embedding and integrating the CTI to your custom applications and CRM.
It comes with a
sophisticated ACD capable of queue prioritization and skills based routing
. The contact center agents can work in blended mode on
both inbound services and outbound calling campaigns.
The Script building tool within the call center software is powerful enough to satisfy the requirements of most inbound and outbound contact
centers. The script builder comes with an array of drag and drop tools to develop powerful scripts that will fulfill requirements ofmeet the demands of
most sophisticated script building requirements.
Cradle to grave reporting is an intrinsic component of the call center software CDR. There are detailed reporting for Agent productivity,
Queue and Agent Statistics, Performance reporting, Wallboards and other necessary metrics to manage the operations of your contact center.
Voice recording and Listening are built into the standard feature set of the call center software.