Handling Priority Calling in the Call Center ACD

If you are running inbound campaigns in your Asterisk based contact center ACD, it is quite possible that you may have tiers of callers or subscribers that you wish to handle differently based on the packages that these callers have purchased. In most instances, you would want to attempt to prioritize higher paying customers, so that they will continue being higher paying customers. Using the Q-Suite’s Priority Calling features can help you accomplish this. Continue reading Handling Priority Calling in the Call Center ACD

Automated Queue Callbacks in the Call Center ACD

When making a call into a call center ACD, it’s almost inevitable that you will end up waiting in a queue, while some form of hold music and/or periodic message plays until you eventually get connected to a live agent. With wait times being unpredictable at the best of times, being able to signal to the ACD that ‘Hey I’d actually like you to call me back when an agent is available instead of waiting for who knows how long here in this queue’ is a very solid option for people who do not want to sit around on hold. The ability for a caller to trigger this type of event is a standard, out-of-the-box feature of the Q-Suite. Continue reading Automated Queue Callbacks in the Call Center ACD

Agent States in the Call Center ACD

Keeping track of agent states in the Asterisk call center ACD can be vital to ensure that the center operates in an optimal fashion. States can be monitored for calling purposes, as well as being used to leverage non-calling states in regards to such things like payroll and agent improvement. Continue reading Agent States in the Call Center ACD