By Raja Singh Chaudhary, TMCnet Contributor
Indosoft (News – Alert) Inc., a provider of Q-Suite, a call center software enabling ‘Automatic Call Distribution’ or ‘ACD’ that offers a powerful contact center technology platform for Asterisk (News – Alert) telephony to help medium and large call centers, has announced that the company has deployed Redfone foneBridge2 with its call center software Q-Suite so that Asterisk servers can be clustered to offer high availability redundancy.
The Redfone foneBridge2 is an integrated black-box T1/E1-to-Ethernet Gateway (News – Alert) that offers the enterprises an alternative solution to PCI boards for providing PRI interface. Apart from scaling multiple Asterisk servers, the Q-Suite ACD for Asterisk also provides high availability as well as call recovery, and is available to the users with socket and .NET (News – Alert) interfaces. The solution helps business verticals in integrating their ‘Computer Telephony Interface’ or ‘CTI’ into their applications. Additionally, Q-Suite offers enhanced features to the enterprises that are needed for setting up and migrating contact centers to Asterisk. It features a drag and drop graphical tool that helps in creating Dialplans so that sophisticated ‘Interactive Voice Response’ or ‘IVR’ can be built in order to ensure effective call routing and call processing. Further, it is equipped with features such as roaming and remote agent setup with Hot Desking, On-hook and Off-hook agents, Skills based Routing and Queue Prioritization, which help the enterprises to exercise comprehensive control over the management of inbound services. A number of additional features including call monitoring, wall-board, queue announcements and detailed reporting are also provided within the Q-suite’s ACD. In the words of Mark Warren, CEO of Redfone, the new deployment is surely a good indicator of Indosoft’s confidence in Redfone foneBridge2, as Asterisk running on commercial servers can experience single points of failure, putting voice traffic at risk, and Redfone foneBridge2 is a second-generation external hardware appliance that provides redundancy by handling Linux clusters running Asterisk. Warren continued that Redfone is delighted to add Indosoft Call center software Q-Suite to the list of contact center platforms that use company’s products. According to Gabe Bourque, V. P. of Operations at Indosoft, the company’s focus is on deploying a robust call center technology platform for medium and large call centers with emphasis on features, scalability and redundancy, as Asterisk has evolved to become the dominant vehicle for contact center and phone system migrations to IP telephony. Bourque noted that this was an ideal opportunity at a large public university to deploy Redfone with Indosoft’s call center software, Q-Suite, which offers a robust, redundant call center ACD capable of scaling to multiple Asterisk servers. The solution offers high availability ACD and the ability to preserve calls during any single point of failure, which are two distinct features essential for mission critical contact centers, Bourque added. In March 2010, Indosoft Inc. announced enhancements to its Q-Suite ACD, with an evolved API to allow seamless migration to IP telephony. With this enhancement, Agents can be both in ‘off-hook’ and ‘on-hook’ mode, allowing contact centers to take advantage of the ACD and its skills-based routing with queue prioritization.
Raja Singh Chaudhary is a contributing editor for TMCnet. To read more of Raja’s articles, please visit his columnist page.
Edited by Juliana Kenny
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