Hi All, I've been tasked with determining if Asterisk is suitable as a replacement for an existing ACD/IVR package that my company uses extensively to provide call center solutions to our clients.
(For anyone who has been following, this is separate to a PBX replacement that I'm looking into) Those of you who use it, what would be your advice? To me Asterisk is only a candidate if it supports: - agent mobility (log on from a phone and/or soft agent) - complex IVR logic (time of day, multiple queues, skills, groups, MoH...) - real-time reporting (web-based view into the status of the queues, agent logon times, etc. etc.) - historical reporting (utilization based on time/date queries, etc.) - (nice to have) easy implementation (drag-and-drop GUI for IVR logic elements as well as standard file editing) I'm guessing that the first two requirements can be supported, but it'll fall down on the reporting side. I'd love to know your views. If this does push Asterisk past its (current?) limits, what would be your recommendations for a bolt-on ACD/IVR server (preferably keeping in the open source, freeware vein?) TIA, Dave.
