I am a newbie.
I have a small call center (about 15 agents).I am now using a brand media server for my enterprise(s8300) but i can not afford anymore the big money they request for support,updates,maintainance etc.Sometimes i have the feeling i have to pay for to have the right to just look at my system.
So… i am looking to switch over to an asterisk solution.Feeling a bit unsecure.
I have a Pri 30 channel line.Some questions:
Now i have an extension (777) (ACD).These incoming calls are routed to a queue.Estimated wait time in queue,queue positition are announced to the caller and(very important) right before an agent answers the call he hears an ‘origin announcment’ telling him from what queue the call is comming.This is configured like this cause some agents are loged in at more than one queue.
Is this possible with an asterisk system ?
Are the ready solutions call center softwares providing futures like this ?
Any suggestions on call center software ?
Any other software that will help or is needed ?(call recording,cdr,reporting etc)
Any suggestions on system and/or hardware setup of the system ? (gateways,pci cards etc)
Any help is greatly appreciated.