[Asterisk-Users] Turning AAAH into a call-center

[Steve Totaro]

Agents beat up on headsets and voip gear is expensive.  Look at the 
TenorAX or ATAs. 

Kevin Savoy wrote:
> Speaking as one of those call centers we are looking at doing a turn over to
> Asterisk from our Nortel systems and are doing it ourselves. We've looked at
> a lot of packages from Fonality, Signate, Aheeva and others and none fit our
> needs. Each has good aspects but none have all of what we need. Below he
> states extensive reporting in QueueMetrics. Yes and no. Extensive but
> limited to a few areas. Agent level reporting doesn't go deep enough. There
> is no DNIS reporting. In our business that is critical. We have 40 to 50
> queues and some queues can have up to 1,000 toll free numbers pointed at it.
> Our clients want to know how many calls on each individual toll free and all
> the statistics that go with it. Talk time, abandons, thresholds, etc.
>
> The commercial products are fine products but not in depth enough for a
> larger call center. We have decided to look into doing it ourselves and
> found that it wasn't really that difficult to find all the numbers we
> needed. It left me feeling that these companies didn't really spend a lot of
> time on reporting as we found all we needed pretty quickly. The previously
> stated companies do fine with small call centers or call centers with only a
> few clients.
>
> We're having more issues with finding a phone to fit our business then we
> are software for Asterisk. I'm disappointed that all these phone
> manufacturers have never considered the call center when designing phones.
> Nortel and Avaya have phones specifically designed for call centers. They
> don't have handsets. Only headsets. Sadly none of the VoIP phones are
> designed that way. 
>
> Anyways that's my 2 cents on this. (if anyone cares) :)
>
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of lenz
> Sent: Tuesday, May 16, 2006 6:19 AM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [Asterisk-Users] Turning AAAH into a call-center
>
>
> I believe there are quite different levels for the Asterisk market, so  
> most people who run call centers wont feel confident in downloading a  
> couple of ISOs from the internet and setting things up themselves.
> l.
>
>
> In data Mon, 15 May 2006 21:47:09 +0200, Steve Totaro  
> <stotaro at asteriskhelpdesk.com> ha scritto:
>
>   
>> I bet Signate will love this.
>>
>> Lenz wrote:
>>     
>>> Hello list,
>>> we have prepared a short tutorial that will teach you to turn your  
>>> Asterisk at Home box into a full-fledged call center within minutes, with  
>>> both always-on and callback agents available and the very extensive  
>>> reporting facilities that QueueMetrics provides.
>>>
>>> You can download it from the donwloads page at  
>>> http://queuemetrics.loway.it/download.jsp
>>>
>>> QueueMetrics is a full-fledged call-center monitoring system and it is  
>>> available for free to home users, SOHOs and individual enthusiasts.
>>>
>>> Any comment on the document is welcome.
>>> l.
>>>
>>>
>>> --Loway Research - Home of QueueMetrics
>>> http://queuemetrics.loway.it
>>>
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>
>
>