Setting up Asterisk-based Call Centers

Advantages of Asterisk based call center

The Asterisk IP-PBX has come of age, ready for the enterprise call center deployment. Technology managers are realizing that Asterisk can meet their complex demands at a fraction of the price of the legacy systems. Asterisk provides a seamless integration to TDM and VoIP and has powerful set of functionality available for implementing features for both inbound and outbound call centers. Asterisk can also serve as a media server, a protocol gateway, and a conference bridge. One of the earliest to migrate its call center software to Asterisk, Indosoft Inc., has a mature product offering in Asterisk and a wealth of knowledge in the deploying and supporting Asterisk based call centers in production all over the world. At Indosoft, we have matured our outbound predictive dialing and our inbound call center software through successful deployments. Unlike the legacy systems, Asterisk is open enough to let the technology provider take complete responsibility for the call center deployment. Contact centers demand utmost reliability and extremely low down-times and troubleshooting during deployments is an extremely complicated and skilled challenge that only a select group can handle.

Inbound Call Center

Indosoft inbound GUI tool-set greatly simplifies the task of setting up sophisticated multiple inbound campaigns with skills based routing and priorities on the fly. It is an elegant tool to set up inbound campaigns, call routing, queues and agents, taking advantage of the powerful Asterisk command language without need to learn any scripting language. The Indosoft Q-Pump is capable of providing balanced queues as well as call priority based on agent's skill-set levels. This is an efficient way of automatic call distribution (ACD) capability and increases the overall call center performance. This new ACD for inbound call centers maintains the reliability necessary for critical call centers and is designed to provide full compatibility with Asterisk, while offering the required flexibility for customers to rapidly deploy new inbound queues and campaigns. Every Agent is assigned a priority number for every queue assigned to the agent.

Dialer and predictive dialing

Indosoft dialer can provide progressive, agent ready, preview and predictive dialing capabilities. Predictive dialing requires significant resources from a telephony server running Asterisk. As a thumb-rule, a Quad core server should be used for every 40 to 50 concurrent agents working on predictive dialing. With a minimum of 7 to 8 agents working on every predictive dialing campaign, a typical single server installation should support five concurrent predictive dialing campaigns on a quad core motherboard running Asterisk. Other factors that consume processing power include voice recording and conversion from one Codec to another. In an inbound call center setup, a quad core server running Asterisk can handle in excess of hundred concurrent calls without difficulty.

Enterprise Call Center

Indosoft call center software for Asterisk has matured with over 4 years of deployment. In the latest release, we have added many significant features such as an intelligent lead loading screen, the ability to tag voice recordings for quality assurance, a customizable look and feel for agent screens and a powerful script builder. It is a complete enterprise grade solution. Contact us for a Web demo. 


Read more: Contact Center Software and Technology Solutions FAQ