Scaling your Asterisk PBX can be complicated. It’s hard to get more than one Asterisk server acting as a single PBX. A call comes in, and you want it to go where it’s supposed to go. But it takes a ridiculous amount of effort to get your installation to do what you want.
A problem many call centers have to wrestle with is holding onto call recordings. Contracts will often specify the retention of recordings for a set period, and legal or regulatory issues may mandate recordings be kept for even longer, or forever. Even with declining costs of storage media, it can be a struggle to maintain an infrastructure that can expand to store recordings as volumes grow, while allowing for easy retrieval as demanded. Your call center software will likely make accomodations for whichever method you choose, but it is still up to the call center to provide the storage infrastructure. The explosion of Cloud storage provides an answer for many call centers facing this dilemma. Many providers offer easy access with API and web controls to upload, download and manage files. Continue reading Using Cloud Storage With Your Contact Center
Before we get into aspects of setting up a contact center, it is important to clarify what I mean by “next generation”? I am referring to the infrastructure and technology associated with a contact center. What is so important about it? Technology evolution is a by-product of the demands placed by users to enhance productivity, offer flexibility and reduce the overall cost of acquisition and operation of contact centers. Continue reading Setting up next generation contact centers with Asterisk
Folks at Indosoft remember deploying a distributed contact center platform for one of our customers at a co-lo in Chicago sometime in 2006. Their agents were working from South America and different locations within United States. They had looked us up on the web while reviewing Asterisk related technologies. Asterisk had by then made quite an impression with its flexibility and feature-sets supporting both VoIP and TDM. Back then, PRI was the preferred telecom termination and SIP with X-lite for agent telephone was a workable option, the big challenge being bandwidth. Continue reading Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time
Efficient network setup can enhance the quality of your VoIP experience. Even if you are averse to VoIP terminations for routing long distance traffic, within your call center, you can take advantage of VoIP. Here is a simple but efficient topology for Asterisk based call center setup.
Asterisk opens up a lot of options while setting up contact centers. Last ten years have heralded a revolution in the contact center technology platform. During this period VoIP technology has dramatically altered the landscape of of telecommunications. Asterisk being an hybrid PBX with inbuilt support for VoIP and TDM, is the force behind the change in the contact center technology platform. Let us consider some of the options that are available for Asterisk based call centers. Continue reading Considerations while setting up contact centers using Asterisk
There are many details in selecting the right call center software. The business requirements of the call center and costs are primary considerations. The obvious current requirements for the call center software are easily identified but it is the future unanticipated requirements that may limit the capability of your call center due to the limitations of the call center software. In many cases, it may be very difficult to anticipate all the functional requirements for the call center software with fine granularity. Once a call center is operational, changes or software upgrades increase the risk of disruption and impose enormous overheads on project planning and execution. Continue reading Call center software feature list – Part 1