Sunday, February 17, 2013

Cool softphone that well behaves with Asterisk

Yet another well behaved piece of software working nicely with Asterisk.

Do you want a softphone that:

  1. Built entirely on a web browser
  2. Built on Java
  3. Has hundreds of API integrator's
  4. Supports SIP, QoS, HTTP tunnel, g729 and g722
  5. Has any features you want it to have from Asterisk
  6. Integrates well with CRM solutions
  7. Works like a charm on Call Centre's
  8. Agents need not change screens for CRM reference
  9. Ability to chat from a single web instance
Then you want to look at our Hayibo! web based softphone:

Customised Call Center Dashboard

Customised Call Center Dashboard

We created a very flexible framework which allows us to build customised dashboards in a very quick and affordable way.
All our dashboards are browser based and can be viewed on a supervisors notebook/desktop or projected on a wall in the call center. 
The below dashboard was created for a bank in Malaysia and displays:
  • 17 queues divided into 6 queue groups
  • Thresholds are configurable for SLA
  • Calls Waiting
  • Agents
  • Agents Busy
  • Call Center Max Wait time

Work - Code with Asterisk

Our work code modules enables agents to key in a code during a call for classification.
You can define as many work-codes as you like.
Example: Code 200 = Enquiry for product A
Example: Code 201 = Enquiry for product B
Example: Code 301 = Enquiry for sales support

Agents can key in the work code during a call without the remote end hearing any DTFM tones on the line. In case the agent forgets to enter the work-code the system can call back the agent and ask the agent to enter the work-code for the previous call.
The call center supervisors can create work code reports easily via web based interface.

Dynamic real-time agent / queue assignment

Dynamic real-time agent / queue assignment

In a standard Asterisk based call centre system, agents need login into the queues manually. If the agents have to work in multiple queues at the same time he or she needs to login / logout into all this queues either via feature codes or by pressing fix pre-programmed buttons on the phone. 

The situation get's even more complex if the individual agent does not work always in the same queues. On top of this there is no possibility for a supervisor to dynamically re-arrange agents in realtime. 

The supervisor realises that the english queue is full and that the wait time is above the desired SLA thresholds. 
What would the supervisor like to? 
He would like to have a web-based tool where he can simply login, and assign additional free agents to the english queue in realtime. The added agents do not need to login / logout out of the system to make the changes effective. 

The Dynamic real-time agent / queue assignment module communicates with Asterisk in the background and arranges the necessary queue login / logout tasks automatically.