Moving Asterisk Recordings to Amazon S3

A lot of call center recordings

It’s increasingly common for users of Asterisk who have to manage a large number of recordings to want to push their backlog of recordings to the Cloud. It saves on local storage, and is nearly infinitely expandable. Continue reading Moving Asterisk Recordings to Amazon S3

Voicemail in a Multi-Server Environment

It’s very often the case that when using Asterisk-based call center ACD software, we want some calls to be directed to a voicemail box. This may be simply a call to the extension of someone who is busy or away from their phone, or could be a community voicemail for callers who have exited the queue. Continue reading Voicemail in a Multi-Server Environment

Asterisk in Federated Contact Center Deployments

Asterisk, from its humble beginning in 1999, has evolved into a strong telephony platform, due to the contribution from thousands of volunteer software and telecommunication experts worldwide. Today, Asterisk is a proven, open source, next-generation telephone switch, that has been tested and implemented by millions of users. It has been successfully used to migrate out of thousands of legacy proprietary telephone switches. Continue reading Asterisk in Federated Contact Center Deployments

Asterisk usage in Virtual Call Centers

Virtual call center solutions are direct results of growth in Cloud based services, availability of affordable bandwidth and convergence of voice with data.  This makes ‘contact center as a service’, both flexible and affordable. Such services offer feature-rich call center software on a reliable telephony platform without the upfront capital investment. With rich feature set available on demand, companies can focus on improving customer care and plan additional capacity by adding distributed call center workforce anywhere to manage calls effectively. These factors make a compelling case for the use of Virtual call center. Continue reading Asterisk usage in Virtual Call Centers

SaaS and Cloud deployments – Important considerations for Managed Services

There are a variety of reasons why companies are considering a move to Cloud or SaaS (Software as a Service) based contact center setup. The foremost consideration is the flexibility in terms of capacity and call center location. This has a bearing on the cost of the setup and on-going management. There are other aspects like on-going access to more recent technology, better functional capabilities and reducing internal IT resources for on-going upkeep. Ultimately it is the total cost of ownership and the return on investment that decides if managed services is the right option for a contact center operation. Continue reading SaaS and Cloud deployments – Important considerations for Managed Services

ACD for setting up large managed contact center services

Automatic Call Distribution (ACD) is integral to any contact center offering unified communication services. It transcends voice, encompassing other media like E-mail, Web, Chat and Social Media. ACD provides the ability to build and deploy sophisticated call and media flow culminating in skills based routing to the most appropriate agent or customer contact.

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Bandwidth considerations while setting up distributed Asterisk-based call centers

Recurring infrastructure costs become an important consideration while setting up distributed and multi-site contact center operations.  This is especially true when you have an MPLS network connecting the different sites.  Day to day operations require great degree of centralized control over the call center ACD setup and the bandwidth costs will increase dramatically unless the infrastructure is designed optimally. We will discuss some of these considerations below.

Continue reading Bandwidth considerations while setting up distributed Asterisk-based call centers