CALL CENTER SOLUTIONS
Asterisk Call Center Solutions: Server Of Telephony Industry
Asterisk is a powerful tool for building a call center solutions and systems. With the support of the IVRs, outbound calling, live monitoring, call queries and reporting. Asterisk takes in the virtual that its need in creating a call center. Even an informal or call center is capable of building a call center by using a single asterisk server that is deployed from a turnkey IP PBX. The call centers are generally making a cluster of Asterisk system structure to scale as the business grows. A call center worth a legacy of ACD systems is frequently used Asterisk as an attachment that serving as the IVR front end to a skill-based solution.
The flow of Asterisk Call Center solution
Some considerations while creating a technology platform for a call center is migrating the VoIP in general and telephony. Asterisk is the dominant hybrid PBX that provides exceptional performance in telephony platforms with its seamless interface to the same VoIP and TDM.
One of the important considerations in Asterisk Call Center is the scaling that selects the contact center technology to accommodate the growth in the industry. It runs on x86 hardware and processing the power is limited by the motherboard as well as its CPU. This will impose an upper limit on the number of concurrent calls, which will be developed by the CPU. The requirements like transcoding and vice recording consume the CPU power. Hence, the call center solution must be scalable to multiple the server of Asterisk. ACD inside the contact center software must be able to deal with the multiple telephony servers that will accommodate the bigger inbound call handling capacity. In addition, Q-Suite ACD design would scale to multiple servers with growth.
ASTERISK IP PBX SOLUTIONS
The Following Are The Q-Suite ACD Design That Is Needed In Order To Achieve The Asterisk Call Centers Solution:
- Group Calls by DID/ANI/DNI/ or other unique identifiers
- Interactive Voice Response
- ACD call handling based on the schedule and special occasions
- The ability to register the agents who will only allowed to receive calls
- Providing the call information to agents before taking the call
- A skills based routing to track the calls in a most appropriate agent that is available
- Queue Prioritizing that based on the business factors in the same type of calls
- The capability to lo the agents into queues for which they have required skills
- Offering a telephony functions like conferences and transfers
However, the ACD Software and Q-Suite can provide the high availability setting and redundancy in the call center. But, it provides a call recovery for a one point of failures. Plus, Q-Suite has a socket and the NET API allow to CTI integration into the existing application. The Q-Suite call center ACD is easier to transfer into Asterisk as telephony platform.
On the other hand, Asterisk in a Call Center enhances the ability to grow the business and its productivity. It builds a system that is more complex than it needs to be. The Asterisk system does everything functional.