Matt,<br><br>>The developers are also very receptive to feedback and<br>>have been steadily shaping QueueMetrics to fit our needs.<br><br>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.
<br><br>Alex<br><br><div><span class="gmail_quote">On 5/16/06, <b class="gmail_sendername">Matt Roth</b> <<a href="mailto:mroth@imminc.com">mroth@imminc.com</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Kevin Savoy wrote:<br><br>>Speaking as one of those call centers we are looking at doing a turn over to<br>>Asterisk from our Nortel systems and are doing it ourselves. We've looked at<br>>a lot of packages from Fonality, Signate, Aheeva and others and none fit our
<br>>needs. Each has good aspects but none have all of what we need. Below he<br>>states extensive reporting in QueueMetrics. Yes and no. Extensive but<br>>limited to a few areas. Agent level reporting doesn't go deep enough. There
<br>>is no DNIS reporting. In our business that is critical. We have 40 to 50<br>>queues and some queues can have up to 1,000 toll free numbers pointed at it.<br>>Our clients want to know how many calls on each individual toll free and all
<br>>the statistics that go with it. Talk time, abandons, thresholds, etc.<br>><br>><br>Kevin,<br><br>We are in the process of moving our call center off of a Nortel Meridian<br>switch and onto Asterisk. We currently have 10 inbound queues running
<br>through Asterisk on a single server and yesterday we handled over 20,000<br>calls.<br><br>We are using QueueMetrics to handle all of our reporting needs and our<br>floor managers are happier with it than the Max reporting package used
<br>on the Nortel. The developers are also very receptive to feedback and<br>have been steadily shaping QueueMetrics to fit our needs. If you are<br>considering building your own queue reporting system, at least talk to
<br>the developers of QueueMetrics first. The time and effort we have saved<br>by using QueueMetrics has allowed us to focus on more important issues,<br>like fine-tuning Asterisk itself.<br><br>We are also in the process of developing our Asterisk-based outbound
<br>calling architecture. For a variety of reasons, it will be a more<br>distributed architecture than our monolithic inbound environment. We've<br>been in contact with the developer of VICIDIAL, and it looks like it<br>
will suit our needs.<br><br>Feel free to contact me here or off-list if you'd like to discuss your<br>transition to Asterisk. It looks like you are headed down the same road<br>we're on, so I might be able to help you avoid a few bumps.
<br><br>Matthew Roth<br>InterMedia Marketing Solutions<br>Software Engineer and Systems Developer<br>_______________________________________________<br>--Bandwidth and Colocation provided by <a href="http://Easynews.com">
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</a><br></blockquote></div><br><br clear="all"><br>-- <br>Alex Robar<br><a href="mailto:alex.robar@gmail.com">alex.robar@gmail.com</a>