Frequently Asked Questions

Contact Center Software and Technology Solutions FAQ

  1. What is an ACD?
  2. Why do we require your ACD for the inbound contact center?
  3. What is contact center software?
  4. What is the required technology stack for setting up contact centers?
  5. Is there a difference between call center software and contact center software?
  6. What is unique about Indosoft call center software Q-suite?
  7. What kind of contact centers will benefit from Q-Suite?
  8. What is a multi-tenant call center software suite?
  9. What are the benefits of hosting a contact center?
  10. How does your Asterisk dialer work?
  11. How do you compare your dialer for Asterisk with others?
  12. Why did Indosoft choose Asterisk platform for its contact center suite?
  13. What are the main advantages of using Indosoft call center software suite for Asterisk?
  14. When do we need a call center software for Asterisk?
  15. How do you license Indosoft contact center software Q-Suite?
  16. Does Indosoft call center software solution permit blending?
  17. What kind and type of hardware is required for the call center software suite?
  18. We have our own CRM and agent application. Can we integrate with your call center software to use Asterisk?
  19. Can we get access to the call center software for evaluation?
  20. How long have you been deploying Asterisk based call center software?

FAQ - CTI Layer with ACD for Asterisk - API

  1. Why do we need a CTI interface?
  2. What is the relationship between CTI mid-tier and ACD?
  3. How can we use the API for Q-Suite Mid-tier?

Q-Suite ACD for Asterisk CTI Integration FAQ

  1. What is CTI Integration?
  2. Why CTI Integration to Asterisk?
  3. When do you require Asterisk CTI Integration with an ACD?

Multi-tenant PBX Interface for Asterisk FAQ

  1. How do you compare your iHostPBX for Asterisk with others?
  2. How do you license iHostPBX?

Fail-over Redundancy for Q-Suite 5 with Call Survival FAQ

  1. What is Call Survival in a Fail-over scenario for Asterisk based Contact Center?
  2. What is High Availability in a Fail-over setup?
  3. Can Call Survival Architecture ensure the survival of on-going calls during a fail-over?

Contact Center Software and Technology Solutions FAQ

  1. What is an ACD?
    ACD (Automatic Call Distribution) is a generic term used to describe telephone switches capable of providing functionality to enable call routing, management and handling for contact center applications. Every PBX has a telephone switch in its core. But not all switches have ACD capability.
  2. Why do we require your ACD for the inbound contact center?
    Every inbound contact center requires a robust mechanism to distribute calls from its queues to the available agents. With multiple queues, skills-based routing and queue priorities, the ACD will distribute the incoming calls in the correct sequence to your next available agent thereby allowing to increase productivity and maintain service levels.
  3. What is contact center software?
    In simple terms it is the ACD (Automatic Call Distribution) and Dialer Engine driving the operation of a contact center. It is a technology stack (more of a software stack) that is required for running a contact center. Contact centers require Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), interactive Voice Response (IVR), Queuing, advanced Call Routing, dialing and other back-end process management and automation. The contact center software should have an ACD capable of providing skills-based routing with priority, an easy to setup tool for building IVR, call queues as well as advanced predictive and preview dialing. It should also provide good tools for managing the inbound services and outbound campaigns as well as computer telephony integration required for the contact center.
  4. What is the required technology stack for setting up contact centers?
    This can be divided into software stack and infrastructure and technology stack. Software stack should have two key elements, namely the Soft Switch (PBX) and the second ACD and Dialer engine. The hardware is required to run all the software and infrastructure is generally the IP bandwidth and connectivity. In more traditional contact centers it is Telco connectivity driven by PRI (T1/E1) interface.
  5. Is there a difference between call center software and contact center software?
    Generally most call centers handle more than just phone calls. In today's world communication is unified and typical call center agents handle phone calls, IM chats and e-mails. The traditional call centers have expanded their role into unified communication contact centers. The name call center is so popular that it is still used to commonly but the trend towards using contact centers is growing. Contact center seem to carry less negative connotation over the name call center. As a matter of fact, Chat, E-Mail and Web-site integration functionality for contact centers should be available in most call center software software.
  6. What is unique about Indosoft call center software Q-suite?
    Indosoft call center software suite for Asterisk is a comprehensive contact center technology solution. It comes with a superior ACD tightly integrated with the hybrid IP-PBX Asterisk. Q-suite is multi-tenant full featured contact center software with Chat and E-Mail integration. It also comes with a self-pacing Predictive dialer, a fully fledged IVR builder, an integrating scripting tool and skills-based intelligent routing. This call center software technology allows setting up home agents, remote agents and premise based agents. For agent phones, you can use VoIP (Vonage, Skype) or TDM connections like regular phone lines. You can terminate your long distance and incoming calls through VoIP (SIP or IAX) as well as TDM (PRI E1/T1). The call center software can run in a blended mode for agents who are set to handle inbound calls as well as make outbound calls.
  7. What kind of contact centers will benefit from Q-Suite?
    The most common example of use of contact centers involve sales, marketing, customer service, technical or other forms of support. Every call center receiving inbound calls or making outbound calls will benefit from the Indosoft call center software Q-suite. For inbound call centers, Q-suite offers a unique web based script building tool to integrate your existing business application as well as create new scripts into the call center software suite, seamlessly. When calls come into the Queue, the call pop-up and your web application will open up with the scripts simultaneously, based on the DID/DNIS and the Queue. It also offers a very powerful call routing and management tool which will allow creation of incredibly powerful IVR in a matter of minutes.
  8. What is a multi-tenant call center software suite?
    Call center software with separate isolated partition for every client is referred to as multi-tenant call center software. The proliferation of hosted infrastructure services has spurred the development of multi-tenant hosted call center services. This provides for better utilization of computer telephony hardware and contact center software, with many different organizations sharing the same call centre infrastructure. Not having a premise based call center infrastructure moves the upfront capital cost into long term service cost.
  9. What are the benefits of hosting a contact center?
    Hosting is beneficial in a number of ways. If you are a premise based contact center trying to move to home based agents to save real-estate and establishment cost, this is a great way to start. Also, having in-house technology means expensive IT resources to manage where as hosted provider has shared resources to handle infrastructure. If you are a service provider, hosting is the natural option to offer contact center service on demand.
  10. How does your Asterisk dialer work?
    Indosoft contact center solution offers a self-pacing, compliant dialer for Asterisk with all the necessary tools to run an efficient outbound call center operation. It can run multiple concurrent campaigns in predictive, preview and agent ready mode. The dialer controls and its ability to pace will let you manage the floor rather than the dialer. This power dialer can be scaled to suite the size of your call center and will allow you to run home or remote agents in a customer premise or hosted multi-tenant operation.
  11. How do you compare your dialer for Asterisk with others?
    Q-Suite has a robust, mature and stable predictive dialer which can handle multiple concurrent campaigns effortlessly. It is time tested and provides one of the fastest connect times. It is extremely well integrated into Asterisk and comes with an array of dashboards and reports to provide you with an accurate picture of the outbound dialing.
  12. Why did Indosoft choose Asterisk platform for its contact center suite?
    Asterisk is the leading hybrid IP-PBX that has revolutionized the call center industry. It has dramatically reduced the cost of setting up an enterprise grade call centre. It is feature rich and offer seamless TDM and VoIP interface. Indosoft migrated to Asterisk in 2003 and has worked towards creating comprehensive call center software for Asterisk. Q-suite represents a big step towards providing such a call center technology platform for Asterisk.
  13. What are the main advantages of using Indosoft call center software suite for Asterisk?
    Indosoft call center software Q-suite offers the most complete contact center software solution for Asterisk. With a fully configurable ACD and a power predictive dialer, this call center software has all the components required to setup, manage and run an enterprise grade call center. The comprehensive sets of tools allow you to setup and manage your inbound and outbound campaigns in real-time. The software is completely web enabled and comes with an extremely powerful Script-builder that allows creation of custom scripts as well as integration with web based CRM. The ACD with skills-based routing and the Dialplan builder allow for sophisticated inbound campaigns. You can build the most powerful IVR in few minutes and integrate it into you inbound campaigns.
  14. When do we need a call center software for Asterisk?
    If your contact center uses Off-Hook agents logged into multiple queues and you require skills-based routing and queue prioritization, you will require a call center software with a good ACD functionality. You may have experienced difficulty in enforcing queue prioritization, queue balancing and skills-based routing with agent in Asterisk due to a variety of reasons. Queue implementation in Asterisk works differently. An ACD specifically meant to handle contact center operation will provide a variety of features like scripts, pop-up and script associated to calls (DID/DNIS), Dispositions and Wrap-ups as well as cradle to grave reporting.
  15. How do you license Indosoft contact center software Q-Suite?
    Q-Suite call center software can be licensed on a per-month usage basis, or a one-time perpetual license can be obtained based on the number of Asterisk servers connected to Q-Suite. Per-month usage licensing is ideal for centers with fluctuating workloads, or fast-growing organizations. Additional services can be licensed in either model. We can provide the required know-how to source the hardware for the call center infrastructure as well as perform the required installation via remote access.
  16. Does Indosoft call center software solution permit blending?
    Yes. Indosoft call center software allows blending. A blended contact center agent will be in both outbound campaign as well as inbound service. The agent can be in a predictive dialing campaign making outbound call as well as take calls coming into an inbound DID.
  17. What kind and type of hardware is required for the call center software suite?
    Hardware is a key determinant in the capacity of any Asterisk based contact center. Everything from voice recording, CODEC conversion, predictive dialing and total number of concurrent voice conversations consume hardware resources. A standard, single Q-Suite license requires two hardware servers for the default installation of the call center software. Quad core processors, hardware RAID, 15 RPM for the HD, in excess of 8GB RAM and redundant power supply are essential to the server. Voice recording and CODEC voice compression will also require processing power and RAM. If you are using Digium or Sangoma TDM hardware for Asterisk, it is preferable that you do not use more than 6 PRI E1/T1 ports in a single Asterisk server because of the interrupt demands. An enterprise grade contact center has many requirements and the planning should be conservative as the cost of hardware is relatively less compared to the cost of disruption to service. Indosoft call center software installation uses one server for Apache/MySQL and the other server for Asterisk/Q-suite(Indosoft call center software for Asterisk).
  18. We have our own CRM and agent application. Can we integrate with your call center software to use Asterisk?
    We provide a powerful set of API for .NET and well as a socket interface to integrate your application to our CTI Engine. We also have a set of XML interface to our database. It allows your special application to take advantage of the ACD and the Dialer for Asterisk. You organization might have invested and developed powerful user-interface for managing applications like collections, mortgage approval, trouble-ticket and specialized domains. It is a straightforward exercise to integrate the CTI engine of our call center software using our powerful set of API.
  19. Can we get access to the call center software for evaluation?
    Yes. After reviewing a web demo of our call center software and determining that it meets the requirements for your call center solution, we will be glad to provide you with access to real working contact center setup at hosted sites.
  20. How long have you been deploying Asterisk based call center software?
    We started migrating our contact center software in early 2003. By late 2003, we were deploying Asterisk based call center solutions. Over the next 2 years we rebuilt our ACD to work efficiently with Asterisk. In 2008, we started deploying the multi-tenant version of our call center software suite for Asterisk software.

FAQ - CTI Layer with ACD for Asterisk - API

  1. Why do we need a CTI interface?
    A telephony switch can perform various activities to bridge voice calls. In any sophisticated business application which uses a telephony switch like Asterisk PBX, has to manage data associated with the call. A CTI interface provides a access to the switch through a set of APIs. This allows a certain level of abstraction as well as easy development of vertical applications. For example, a PBX is a general purpose application on top of a telephony switch.
  2. What is the relationship between CTI mid-tier and ACD?
    ACD describes the overall capability of a telephone switch to process, handle and distribute calls from the time the call hits the switch. The calls may be subjected to schedules, automated call processing before the ACD starts distribution of calls from multiple queues based on skills-based routing and queue priorities. A CTI mid-tier has to handle more than call distribution. It has to manage the sessions of the agents available to handle the calls as well as track other resource availability within the system.
  3. How can we use the API for Q-Suite Mid-tier?
    We have a well developed set of API available in both .NET and socket(TCP/IP). The .NET is a wrapper on the socket library. We also have sample code to enable you to develop your CTI interface calls to the mid-tier.

Q-Suite ACD for Asterisk CTI Integration FAQ 

  1. What is CTI Integration?
    Computer Telephony Interface (CTI) integration allows application developers to incorporate ACD, Dialer and Phone Service integration to custom applications and software packages like CRM and ERP software.
  2. Why CTI Integration to Asterisk?
    Asterisk is the most dominant IP and Hybrid PBX available. It is an Open Source product commercially well support by Digium and has one of the largest user base of any modern IP-PBX. Asterisk offers one of the best migration strategy to VoIP for application developers requiring CTI integration.
  3. When do you require Asterisk CTI Integration with an ACD?
    An ACD offers important features on top of PBX like skills-based routing capable of sophisticated call distribution, Queue prioritization,an IVR builder, Agent Management, Supervisor Control, Efficient Call Distribution, Dialer, Real and Historical reporting as well as many other advanced features. Q-Suite ACD on Asterisk provides access to an Advanced ACD along with the PBX features of Asterisk. When requiring an ACD or integrating to an ACD, the API for CTI integration will allow the incorporation of all these features into your custom application, ERP or CRM.

Multi-tenant PBX Interface for Asterisk FAQ

  1. How do you compare your iHostPBX for Asterisk with others?
    We offer a complete robust PBX interface to manage multiple Asterisk servers with a clean and effective graphical user interface. Whether you are looking for office or to host, it is a complete enterprise platform which is supported by Indosoft. We also have Visual C# (.NET) based Desktop session controllers which can server a small office inbound calling services. Call us or contact us for a DEMO.
  2. How do you license iHostPBX?
    Q-Suite PBX software can be licensed on a per-month usage basis, or a one-time perpetual license can be obtained based on the number of Asterisk servers connected to Q-Suite. Per-month usage licensing is ideal for centers with fluctuating workloads, or fast-growing organizations. Additional services can be licensed in either model. We can provide the required know-how to source the hardware for the call center infrastructure as well as perform the required installation via remote access. If you are looking for Agent Session Controller to be installed in Windows machines, it is available on a per client basis.

Fail-over Redundancy for Q-Suite 5 with Call Survival FAQ

  1. What is Call Survival in a Fail-over scenario for Asterisk based Contact Center?
    When there is a failure of a server or service associated with the infrastructure and setup of an Asterisk based contact center, all on-going phone calls will die. Call survival is the ability to keep the calls alive so that the caller can continue talking to the same agent
  2. What is High Availability in a Fail-over setup?
    Typically, High Availability refers to a redundant setup where upon successful detection of a System or Service failure the backup System or Service takes over the role. This is fail-over and is very useful if the data is in sync and the system is stateless.
  3. Can Call Survival Architecture ensure the survival of on-going calls during a fail-over?
    Yes, it can. Fail-over call survival architecture is designed to successfully survive all on-going and new calls due to a single failure of a server or service.