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Inbound Call Center ACD
The Indosoft Contact Center solution for Inbound has three important components, namely the Q-Pump (session manager), the multi-connector (CTI interface to the Asterisk Manager Interface) and the Inbound GUI tool-set. The Indosoft Inbound GUI tool-set is an advanced tool to setup an Enterprise grade Inbound call center with priority based skills routing on an Asterisk PBX. It takes the mystery out of setting up the most complex campaigns, call routing, dial-plan, queues and agents. The Indosoft Inbound solution based on Asterisk PBX provides detailed reporting on all aspects of the inbound operation. Selection of Asterisk PBX as a backbone of the contact center will have a positive long term impacts on an organization in many ways like, the future growth, reduced effort in expansion, lesser deployment and service cost.

Indosoft Inbound Call Center suite comes with a robust Agent Interface suitable for Direct Marketing Sales, Customer Service and Help Desk applications. It has a pop-up with the Campaign/Queue/DNIS information, the ability to open web-based applications based on CallerID, a Scripting tool to collect customer data and customizable terminations. Call recording is intrinsic to the system and can either be automatic or trigger based. With virtually unlimited capacity to add and scale inbound queues, the system can provide automatic call distribution based on Skills, Quota, DID, DNIS and other factors established by the business. The switch is capable of generating Network busy to re-route calls during off-hours. It can also provide virtual Queues that will permit callers to hang-up and still be in the Queue. The system will dial-out and bridge it to the available agent at the appropriate time.

Highlights
Agent Interface
The Agent interface is Web based and intuitive. Every time an agent handles a call, the Computer Telephony Interface (CTI) will provide an instant screen pop-up with all the required information from the customer database using Dialed Number Identification (DNIS) information. This is completely customizable to suit the client requirements. In an Inbound campaign with the Indosoft CMS, call routing based on client business requirements can be easily implemented using parameters like Skills, Quota, DID, Geography, etc.

Queues
Queues consist of Incoming calls being placed in skill based queues, agents who answer the queue, A strategy for how to handle the queue and divide calls between members, music played while waiting in the queue, periodic announcements, exit strategy, etc.,. Agents can be assigned to multiple queues and assigned weighted priority.

The Soft Switch
Asterisk is the backbone of the Inbound ACD system with seamless integration to telephone network using conventional PSTN (ISDN PRI T1/E1) and VoIP (SIP, H323, IAX). The switch is capable of generating Network busy to re-route calls during off-hours.

Administration
The system provides a comprehensive set of Administrative Interface allowing Managers to fully control the contact center with ease.
PBX
Indosoft solution uses the best of breed PBX that is feature rich, stable and versatile, and provides the best connectivity to the telecom network. In reality, it's a lot more than a PBX and can also function as a media server, a protocol gateway, and a conference bridge.
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