Fredericton, NB (PRWEB) September 30, 2013
Indosoft Inc., developers of the industry leading contact center software for Asterisk, announced today the availability of its enhanced real-time tracker module for Q-Suite 5.7. This enhancement offers the ability to monitor the status of all the ACD channels in real-time, providing the ability to view all the activities associated with the queues, agents, and the calls, enabling finer control over the contact center ACD.
Console applications for mission critical applications require continuous access to the dynamic channel status information on all the incoming and outgoing calls handled by the call center ACD. This new enhancement will allow development of powerful console applications incorporating extremely versatile call handling logic, taking advantage of the real-time state information of all the channels, queues and users of the call center software.
For large contact centers built around Asterisk with many hundred active channels experiencing dynamic state changes, this enhancement can provide instantaneous status updates to a socket based listener in the console application. It also allows the development of reporting screens and displays that reflect the overall call center performance data in real-time, giving an opportunity to respond with adjustments to the ACD, Queues, Skills-based routing and the Agent skills.
“Console functions for contact center applications using Asterisk require a contact center ACD with the capability to transmit channel state changes to all the consoles instantaneously”, says Gabriel Bourque, CEO of Indosoft. “Q-Suite is not only a multi-tenant call center and PBX software with all the tools for an out-of-the-box setup but also offers the necessary interfaces for building or modifying the console interface to meet the needs of custom applications for client interactions.”
About Indosoft Inc.
Indosoft Inc. is a global provider of multi-tenant contact center and PBX software on Asterisk. It has been providing medium and large contact centers around the world with call center solutions for over ten years. Q-Suite is an unified ACD with skills based routing capable of handling voice, chat, e-mail and social media contacts. Q-Suite is also made available to Indosoft partners as white and private label contact center suite.