A skills-based routing call center ACD system is a magical thing. You assign your agents skills, they log in, and they’re taking calls from the right queues. What could be better than that? It works very well, keeps the calls flowing, and your agents talking to the right people. Continue reading When To Use PBX Queues
“The dialplan isn’t working!” Four words that increase your stress without telling you anything useful. In the last couple of weeks, though, I’ve heard it a couple of times. Both times it was the same cause, so I thought I’d tell you about it.
You can’t leave people hanging in an IVR (Interactive Voice Response). Silence is bad practice in writing dialplans, just like it’s bad in radio. But, it’s easy to miss some of the points where silence gets introduced. Continue reading One Big Mistake You May Be Making With Your IVR
Paradigm shifts happen once in a while and telephony is no exception. The rapid evolution of technology resulting in internet and VoIP is changing the face of communications. One of the most significant paradigm shift in the realm of business phone system and call centers has been unleased by the coolest of hybrid IP-PBX, Asterisk. There is a worldwide abundance in the use of Asterisk for PBX and call center applications. This has generated a significant demand for applications. Continue reading iHost PBX is multi-tenant and scalable to multiple Asterisk servers
Asterisk is playing a dominant role in IP-based call centers. Intel processors have become less expensive and more powerful and a quad-core motherboard is able to offer over hundred concurrent calls with significant processing load from voice recording and transcoding. This has unleashed a powerful change with Asterisk based inbound call center solutions knocking at the last bastion of business phone systems based on closed proprietary ACD (automatic call distribution) technology from players and brands like Avaya, Cisco, ShoreTel, and Nortel Norstar and BCM. Continue reading Asterisk based Inbound Call Centers for business communications
I notice a trend with businesses using Asterisk PBX. They are starting to opt for exclusive bonded T1 from their ISPs (or IPSPs) with SIP terminations for voice. This is in conjunction with separate bandwidth for data. Being in the same back plane of the termination provider and captive bandwidth to the termination provider does help VoIP call quality. The price of the bonded T1 does not seem any cheaper than ISDN PRI T1. The bonded T1 approach to SIP trunking dispenses the use of Digium or Sangoma TDM boards. Will this trend pose a serious problem to the volume of board sales in future? I hope this is not the case. After all, these TDM boards are what made Asterisk shine in the early days.