Asterisk CTI integration with Q-Suite API

Introduction of VoIP has created a paradigm shift in telecommunications where reliance upon one mature and reliable protocol (TDM) is being replaced with VoIP, which enables the unification of voice and data over a single network. Asterisk as a hybrid telephone switch allows seamless interoperability of TDM and VoIP impacting everything from the choice of telephony switch to the way CTI integration and call control are implemented. As a result, different business domain applications have an extremely cost-effective migration path to an IP telephony platform.

A good telephony platform requires functionally rich ACD and the ability to scale with growth. Any CTI interface library for an ACD should provide an API that allows session management as well as call flow and control over the entire set of telephony functions. Session management decides which agent gets which call, as well as monitors agent states at any given time. Call control and flow relate to how a call can be managed once it is delivered to the agent with functions like hold and transfer. A good contact center ACD will be equipped with features like skills based routing and predictive dialing to cover both inbound and outbound capabilities.

Q-Suite is a top of the line call center ACD for Asterisk, delivering a feature-rich, scalable, out-of-the-box software that comes with a powerful ACD and a dialer. Q-Suite delivers full functionality with ready availability of industry standard features comparable to any of the high-end proprietary peers in the contact center technology domain. Q-Suite provides a uniform interface for CTI integration in the form of well-published API in both .NET and Socket library. This enables Q-Suite ACD to work under the hood, enabling vertical businesses to integrate CTI into any existing or new business application. This approach allows ease of integration and efficient applications development through CTI interface for Q-Suite ACD on Asterisk, creating an opportunity for business systems with legacy telephony to migrate to IP telephony.

Selecting your Call Center ACD software

The functionality and features within your contact center technology platform has a direct impact on the efficiency and productivity of your call center. Vendors are touting VoIP (Voice over IP) platforms with remote distributed architecture as a strong alternative to the legacy systems with TDM (Time Division Multiplexing). Ultimately it is the sophistication of the features like Automatic Call Distribution (ACD), Interactive Voice Response (IVR), feature-rich IP PBX functionality, call recording, predictive dialing, Agent Scripting and a host of other features and reporting that will determine if your next-generation VoIP contact center can provide the competitive advantage that you are seeking.

With any high-end contact center platform, the ACD software should be geared towards allowing you to build strong customer relationships while dramatically reducing the costs of owning and operating a powerful platfrom for communicating with your customers. This white paper on 'Acquiring Inbound Call Center ACD Software' provides a detailed look at Q-Suite 5.5 and its feature set for an Asterisk based call center.