Asterisk is not just a PBX, it also has quite of few of built in callcenter features. (as well as 3rd party add-ons)
Since the start a couple of years ago, Asterisk has been in use on many callcenters all over the world, competing with traditional players in this high end market such as avaya etc.
The main advantage for using asterisk in a callcenter is the flexibility, due to the open source license the possibilities are only limited by your imagination. Although the standard asterisk lacks some polishing towards reporting, configuration and management for use in contact centers, those are available as free or low cost (compared to avaya etc) add-ons.
Let's have a closer look at the possibilities, for your ease i split them into outbound (the callcenter calls the customer) and inbound (the customer calls the contact center) contact centers.
2. Inbound callcenters:
In an inbound callcenter scenario, the customers usually call to a certain number to ask for information, help etc.
An automated attendant will answer the phone, will give a warning that calls might be recorded for quality purposes and will allow the client to select some options through an IVR (interactive voice response.), such as language selection, what type of question they have etc.
The telephone system could then check if the call arrives during business hours and decide wether to call an agent phone or playback an automated message as "we are sorry, our offices are closed please call back in....", or even pass the customer on to an answering machine.
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KingAsterisk Technologies (king at kingasterisk dot com) 24 June 2017 10:55:05
Hi,
we are providing our solutions, services and supports on several applications like asterisk, freepbx, a2billing, dialer, hylafax, elastix, EPABX, IVR, vicidial/ goautodial/ soundbox dialer, Voice Mail, Voice Logger, Video & audio conferencing solutions, web conferencing solutions and lots more.
Installation Expertises in Asterisk, Freeswitch, vicidial, astercrm, A2billing, FreePBX, Elastic etc. we also modified complete design & function for my customer requirement.
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qMax (qwiglydee at gmail dot com) 23 June 2009 11:39:26 And still no one note about dialers...
Kedar Varma (ksv2nash at gmail dot com) 28 May 2009 16:16:09 I just want to know in inbound call center how can we configure asterisk server and how can it work like?
Asterisk student (lamyahope at gmail dot com) 16 April 2009 08:46:51 I am new to asterisk, thanks for valuable tutorials it help a lot,
swamy, have you found?,
I want to learn about call center more, control inbound outbound, does it all about dialplan beside the configuration of the cards??
abhishek (abhishek001kumar at usa dot com) 14 December 2008 21:24:41 i want to know about the full ditels of the astrisk server.and also how to install astrisk server on the Linux O.S? Configuration of server also witch ver. it will be work best.
Marios Solomou (marios at solomou dot org) 26 October 2008 22:04:22 Hello, i was wondering if i can make asterisk when i answer a phone to play a wav file(Hello this is Mario speaking how can i help you) instead of having my self saying it 500times per day. Anyone has a code?
Ejiro (eobukonise at yahoo dot com) 28 July 2008 16:15:18 I am a beginner with asterisk. my problems lies on the uses of the different commands such as how do i use;
1. service command to check services running
2. the tail command to check messages. can you show me step by step process on how to access the extension.conf file eg sip.config, iax.config, zapata.conf.
3. what is the batch shell
4. when do we apply the command cli>dialplan reload, cli>sip reload, cli>sipshow peer
5. HOW do we make a backup dialplan from extension.conf
6. how do we introduce caller id and security settings on our channel
7. how do we configure the dialplan reload and manage logs/clearlogs
8.How do we run the zttool to test the fxo channel.
9. the command to change user is (su) but when applied it does not work in my case is it that i was not doing the right thing? then how do i go about it.
Please if this response could get to me via email i shall be gratefull possibly resolve online i shall appreciate
Stepan (stepan87 at gmail dot com) 28 December 2007 17:46:30 Hi
Can I use Asterisk with h323 protocol
swamy (swamy25 at redifffmail dot com) 06 September 2007 11:12:54 1)we are newlly installing Astrisk serve for our inbound and outbound. can support team help in configuring our server. or where do we find related detailed documents fo this.
2)what are the HCL list for installing this astrisk server.
faheem (faheemahmed007 at gmail dot com) 24 July 2007 18:05:33 hi
what would b the scenario of outbound calls
sandu catalin (scatalinu at yahoo dot com) 16 July 2007 17:12:54 None