Monday, May 31, 2010

Call Center System built using Asterisk

Recently, our (Call Center of underwent upgrade to further support SaaS.
Each partition of has its own:
-DID number range
-Private agent teams
-Private customer database
-Private agent monitoring (support silent monitor and coaching) panel
-Private voice recording panel
-Customized reporting
-Automatic call distributor (ACD) with different queueing mechanism (Ringall, round-robin, etc.)
-Voicemail to handle all-agent-busy
-Predictive dialing and preview dialing
-Agent phone can be PSTN or SIP softphones (eg Xlite).
Customer will find the above features perfect for call center.   Kick-off is quick and economical attributed to SaaS model.  No big CAPEX is required.
At the same time, the partition architecture enables efficient use of our hardware, bandwidth and licenses.   
Talk to me now via ZoiPPE! My ZoiPPE number is 85230003 

Friday, May 28, 2010

chanspy whisper mode does not work -- SOLVED

I recently encountered a client who is using asterisk 1.4.31 on fc11.  He is a telemarketer with few agents reached via PSTN.
He also managed to build some php pages to issue AMI commands such as chanspy for agent monitoring.  However, if he enables whisper with the 'w' option, the spying channel is disconnected.
I advised him to avoid using LOCAL channel in chanspy.  After appropriate changes were made, his chanspy becomes chanspy(SIP/agent-extension, w) and it finally works.

Monday, May 10, 2010

ACD terminology in Asterisk vs Others

The asterisk app_queue and chan_agent are useful in building call center application with queueing mechansim and agent management.


Nevertheless, the Asterisk queue sometimes refer ACD terms different from other call centers.


Here below shows ACD terminology found in other callcenters.  (ref

ACD_IN (status) - Agent is on an ACD CALL

EXT_OUT (status) - Agent in on an outbound non-ACD call.

EXT_IN (status) - Agent is on a non-acd inbound or internal call.

HOLD (status) - Agent has placed a call on hold.

ACW (status) - Agent is in "After Call Work" mode.

AUX (status) - Agent has selected an aux work mode to avoid calls while remaining logged into the system. Typical AUX codes might include one for "supervisor assistance", breaks, answering customer email, performing callbacks, as well a a "default" aux status that agents logging into the system are automatically placed in until they indicate that they are ready to take calls. This status typically is used also after a RONA event (roll over no answer).

RONA (event) - roll over no answer - a call was routed to the agent but the call was not picked up. (A flogging offense in most callcenters ;)

abandons (performance measurement) - number of callers that hung up while in queue.


abandon time (performance measurement) - average time that an abandoned call waited in queue before the caller hung up.

answer time (performance measurement) - average time taken to answer a call.

ring time (performance measurement) - average time spent ringing


staffing (performance measurement) - number of agents logged in to the system, and related measurements

agent utilization (performance measurement) - percentange of agent logged in time that was spent on acd calls.

acd time (performance measurement) - amount of time spent on acd calls.

acw time (performance measurement) - amount of time spent on after call work.


aux time (performance measurement) - amount of time spent on aux work (breaks, projects, other assigned duties, system problems, etc dependant on local configuration)

calls offered (performance measurement) - the number of calls actually entering the queue.

calls taken (performance measurement) - the number of calls actually answered (will often be slightly lower that number offered, due to abandons.)