Using Asterisk to Implement Intelligent Call Center Solutions

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Using Asterisk to Implement Intelligent Call
Center Solutions
James Kleckner AMTELCO
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Introducing AMTELCO
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What Are Intelligent Call Center Solutions?
Intelligent Call Center Solutions are software
solutions that simplify, streamline, and enhance
the ACD capabilities of the SIP-enabled Asterisk
switch for Call Center Agent Desktops.
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What Can Intelligent Call Center Solutions Do?

• Soft Call Center Agent
• Soft Intelligent Console
• Local and Remote Agents
• Multiple Call Handling
• Perfect Answer
• Software Based Call Logging
• On-Call Appointment Schedules
• Call Flow and Message Scripting
• Contact Dispatching
• Paging, Email, SMS
• Monitoring and Reporting
• Enterprise Web Applications
• All through a single, unified interface

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Call Center Solutions - Intelligent Soft Agent
The AMTELCO Intelligent Soft Agent is a
software-based solution that adds a Soft Call
Center Agent Desktop, Scripting, and
Applications to the SIP-enabled Asterisk switch.
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Call Center Solutions - Asterisk Setup

• Intelligent agent configuration employs the
  Asterisk call queues to distribute incoming calls
  to the desktop agents.
• Asterisk macros are used to control call
  routing and present the appropriate call handling
  scripts for incoming calls.

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Call Center Solutions - Asterisk Setup Macros
Amtelco-SetDNID Macro macro-Amtelco-SetDNID
This macro will set a custom SIP header to
transfer incoming DNIS to Amtelco 1Call Agent
For this function to be successful, the
Amtelco-PrepareDNID macro has to be called on an
incoming call. All this is necessary because
the DNIS received from telco gets lost after call
is queued and transferred to an agent. exten
gt s,1,Verbose(1Amtelco Set DNID) exten gt
s,n,SIPAddHeader(X-Amtelco-DNIDAMTELCO_DNID)
Amtelco-PrepareDNID Macro macro-Amtelco-PrepareDN
ID ARG1 DNIS, which will most likely be the
EXTEN from calling context this macro must be
called on an incoming call. This macro will
copy the incoming DNIS to a channel variable so
it will be available later for screen-pop.
This macro will most likely be paired with the
Amtelco-SetDNID, which will set appropriate
custom SIP header. exten gt s,1,Verbose(1Amtelco
Prepare DNID) exten gt s,n,Set(__AMTELCO_DNIDA
RG1)
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Streamlining Call Flows with Intelligent
Solutions Customization UI

• A clear, easy to use UI provides the ability
  for end users to manage and utilize all functions
  of the Asterisk ACD.
• Toolbars and shortcut keys can allow instant
  and simplified access to ACD and database
  functions.

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Streamlining Call Flows with Intelligent
Solutions Perfect Answer

• Call lines display ANI ANI name, and provide
  operators with the ability to easily utilize
  Asterisks multiple call handling features.
• Dynamic answer phrases allow for the creation
  of both text and recorded operator greetings that
  can be fully customized by client, time of day,
  operator, or ACD group.

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Streamlining Call Flows with Intelligent
Solutions AMTELCO Sandbox

• Intelligent searching evaluates queries and
  presents appropriate call and message actions,
  enabling quick completion of common call flows.
• Intuitive and straightforward user interfaces
  reduce the time and cost of operator training.

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Intelligent Soft Agent Custom Call and Message
Scripting

• Intelligent scripting can create customized
  branching that guides operators seamlessly
  through simple and complex call flows and message
  tickets.
• Input, drop down, and selection boxes of all
  types can be automatically populated based on
  data obtained earlier in the call.
• Real-time error checking and validation
  provides automated quality control throughout the
  call center.

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Intelligent Soft Agent Contact Based Dispatching

• Intelligent Dispatching enables operators to
  easily pass messages to end-users via phone, TAP
  and digital paging, email, fax, SMS.
• Dispatch automation ensures that messages get
  delivered promptly, correctly, and via the
  desired method of contact for each end-user.

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Database and Directory Integration

• Intelligent call center applications enhance ACD
  functionality through database and directory
  integration
• Simultaneous Multiple Database Searching
• LDAP Synchronization

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Enterprise-Wide Intelligent Solutions

• Intelligent, lightweight desktop clients can
  extend the capabilities and functionalities of
  the Asterisk ACD throughout entire organizations.
• Unified directories and Active Directory
  synchronization via the LDAP protocol create a
  single data repository for call processing,
  contact management, and enterprise reports.

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Intelligent On-Call and Appointment Scheduling

• Scheduling tools save time and reduce errors by
  providing structure and automation to an often
  complex set of processes.
• Integration of scheduling and scripting tools
  allow for intelligent dispatching to the
  appropriate people via their desired methods of
  contact, without the need for time-consuming and
  error-prone manual lookups.

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Web-Enabling Intelligent Solutions

• Browser-based directory and dispatching tools
  provide end-users with the ability to
  communicate throughout the organization without
  needing to involve operators for every call,
  message, and schedule change.

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Integrating Call Logging Recordings

• SIP-based call logging provides a powerful tool
  for call auditing, administrative tracking, and
• operator training.

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Integrating Auditing and Reporting

• Report creation tools allow developers and call
  centers to customize reports and audits by
  combining, evaluating, and displaying call
  statistics and information in any manner desired.
• Event-driven call statistics provide call
  center managers with all of the necessary data
  for labor resource management.

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Questions?
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THANK YOU!James KlecknerProduct
ManagerAMTELCOjkleckner_at_amtelco.com(608)
838-4197 x196