There are a lot of call centers that aren’t open around the clock. You may have one. It makes sense – it’s hard to staff all hours, and you may not really need to. So you close at a certain time. After that, callers get an after hours message, an answering service, or something else. But is that fair? Continue reading Don’t Let Them Call You Around The Clock
The client was worried because one of the Asterisk servers had gone down without any notice at all. The overseer process on the other Asterisk server had noticed, and had taken over as the active server. The disruption was minimal. Agents were at work. But the client wanted to know what had happened, and what we could do to prevent the issue in the first place. After 30 minutes of poring over logs, digging around, and contacting the colo, we discovered that a tech had decided to swap out the power bar connected to that server. There was no notice, and not even a courtesy three-finger salute. Continue reading What To Do Before Someone Lets The Smoke Out of Your Server
Thousands of volunteer experts have worked on Asterisk since 1999. This has made it into a powerhouse platform for telephony that you can use in your own system. Today it is a proven technology used by millions of users. Call centers and major PBX users are abandoning their legacy proprietary telephone switches to get the benefits offered by this Open-Source system. Continue reading Thousands helping Millions, Helping Your Federated Call Center Deployment
When the center is actively handling calls, minimizing any disruptions is key. You don’t want to have your agents stop, log out, log back in, then attempt to continue as they were. Doing that is an efficiency killer. To avoid this, multiple copies of a single service can be set to run on different servers. However, data has to be kept current in order to avoid losing information when switching services from backup to master. Synchronization of information is absolutely required when we are attempting to set up redundancy for high availability in the call center.
Continue reading Save the State: Data Synchronization Between Master and Backup Services
In any multi-tenant call center software, tenants must be able to create, assign and configure their DIDs (Direct Inward Dial) in order to be able to receive calls and direct them appropriately. The DID itself is a convenient way to determine which way a call should be directed; to an IVR, for example, or a specific PBX extension. Software like the Indosoft Q-Suite can be configured to use a DID and a schedule to determine how and when a call should be directed, with the ability to specify a dialplan and queue during operational hours and an after hours dialplan for when the call center ACD is closed. Continue reading Number management in Multi-tenant call center software
One of the advantages of deploying a feature rich call center software suite in the Cloud is that there are feature rich APIs and tools available for managing both software and cloud infrastructure. The APIs of more advanced Cloud providers are of interest where they allow a call center to bring pre-configured instances up and down on demand. This can result in a significant cost savings when a major factor in the cost of the service is CPU usage. Continue reading Bringing Instances Up and Down to Improve Performance and Save Money