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

[Matt]

I can't agree more.  We are currently evaluating QueueMetrics.  They
gave us a second evaluation term so that we could evaluate longer.
We are currently replacing our ?legacy? Nortel.  I say legacy cause it
isn't that old... but boy does it lack in features (well unless we
want to buy modules!!!).  Asterisk has been increadibly stable, and we
are getting ready to purchase QueueMetrics (has been working great in
our testing of it).

On 5/16/06, Alex Robar <alex.robar at gmail.com> wrote:
> Matt,
>
>
> >The developers are also very receptive to feedback and
> >have been steadily shaping QueueMetrics to fit our needs.
>
> I couldn't agree with you more. One of the things that impressed me most was
> the great support I got from the QueueMetrics team. Especially when
> something didn't work quite as we had expected due to a bit of an odd setup,
> they developed a patch and merged it into the next version. Very responsive.
> It makes a huge difference when you're shopping around.
>
> Alex
>
>
> On 5/16/06, Matt Roth <mroth at imminc.com> wrote:
> > 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.
> > >
> > >
> > Kevin,
> >
> > We are in the process of moving our call center off of a Nortel Meridian
> > switch and onto Asterisk.  We currently have 10 inbound queues running
> > through Asterisk on a single server and yesterday we handled over 20,000
> > calls.
> >
> > We are using QueueMetrics to handle all of our reporting needs and our
> > floor managers are happier with it than the Max reporting package used
> > on the Nortel.  The developers are also very receptive to feedback and
> > have been steadily shaping QueueMetrics to fit our needs.  If you are
> > considering building your own queue reporting system, at least talk to
> > the developers of QueueMetrics first.  The time and effort we have saved
> > by using QueueMetrics has allowed us to focus on more important issues,
> > like fine-tuning Asterisk itself.
> >
> > We are also in the process of developing our Asterisk-based outbound
> > calling architecture.  For a variety of reasons, it will be a more
> > distributed architecture than our monolithic inbound environment.  We've
> > been in contact with the developer of VICIDIAL, and it looks like it
> > will suit our needs.
> >
> > Feel free to contact me here or off-list if you'd like to discuss your
> > transition to Asterisk.  It looks like you are headed down the same road
> > we're on, so I might be able to help you avoid a few bumps.
> >
> > Matthew Roth
> > InterMedia Marketing Solutions
> > Software Engineer and Systems Developer
> > _______________________________________________
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>
>
> --
> Alex Robar
> alex.robar at gmail.com
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