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BEGINNING CLAROTECH’S ASTERISK RELATIONSHIP
First heard of Asterisk in early 2005
Triggered by a customer request
First asterisk server was
a 3GHz Pentium 4, 1 GB RAM, 160GB disk
running Asterisk 1.0
30 call center users
Asterisk 1.2 released on 21 November 2005 !
THE EXCITEMENT OF ASTERISK
Initially had no idea what we could do with it
Had to find a mentor
The light bulb moment when we understood the dialplan
Have you ever seen grown men smile when a telephone rings
WHY DID WE PERSEVERE?
Every time we poked something a new set of possibilities appeared
Our strong Linux and Development skills made a perfect match
Telephony is so much fun
Fitted perfectly into the Clarotech bespoke philosophy
Functionality
Flexibility
Reliability
SHIFT*EIGHT
Clarotech introduces shift*eight as a brand
Wanted to put an identity on our Asterisk philosophy
Never two of the same
shift*eight is not a server
Shift*eight is a combination of hardware, software, skills and support
Danger that it is too customizable
BAD IMPLEMENTATIONS
Bad asterisk implementations have given Asterisk a bad reputation
Too many people putting asterisk on the spare PC
Too many implementations on inadaquate networks
So difficult to recover from poor call quality experience
STANDARDS GIVE US THE EDGE
Never use the spare PC
Plenty of CPU headroom, plenty of threads
Number of CPU cores dictates the number of concurrent calls
The network must be up to the task
THE EVOLUTION OF TELEPHONY DATA
Clarotech Consulting (Pty) Ltd
CDR
ANSWERED
NO ANSWER
FAILED
BUSY
TMS BILLING ALERTSTEXT DB
THE EVOLUTION OF TELEPHONY DATA
Clarotech Consulting (Pty) Ltd
CDR
* .log
QueueLog
CALLOUTBOUND
CONNECT
ENTERQUEUE
RINGNOANSWER
ABANDON
COMPLETEAGENT
COMPLETECALLER
TRANSFER
ADDMEMBER
PAUSE
PAUSEALL
UNPAUSE
REMOVEMEMBER
TEXT DB REPORTING LIVE CUSTOM
THE EVOLUTION OF TELEPHONY DATA
Clarotech Consulting (Pty) Ltd
CDR STORAGE INDEXING
* .log
QueueLog
Recordings
ARCHIVE QA ??
THE EVOLUTION OF TELEPHONY DATA
Clarotech Consulting (Pty) Ltd
CDR
* .log
SIP
QueueLog
Recordings
TEXT ANALYSIS
SMALL ASTERISK IMPLEMENTATIONS
Single server Asterisk systems – Asterisk PBXs
Easy to do an OK job, but we want to do a great job 100s of times
Its all about consistency
Good server hardware
Better network infrastructure
Knowing how many concurrent calls you can handle
SCALING THE ASTERISK PBX
Standard PBX server must support
Asterisk
Database Server
Web browser
Other maintenance tasks
How many concurrent calls can you run on a single server?
Running one site using two (or more) asterisk servers
CLAROVOICE
Clarotech’s venture into switching calls
Logical move
Quality over Quantity
Now switching almost 2 million minutes per month
CALL CENTRES
How do you spread the work over many servers
Easiest is to partition into silos
Server for Sales
Server for Customer Care
etc.
Then it is easy as implementing a whole bunch of single server
VERY BIG CALL CENTRES
Running one site using two (or more) Asterisk servers
How do you share queues across multiple asterisk servers?
Leverage off virtualization
Largest implementation (ViciDial)
Five asterisk servers
Three web servers with load balancer
Two MySQL servers using replication
CUSTOMER ENGAGEMENT CHANNELS
►V►
T
F►
D►
►F
►S►
►O
2 320 agentsFinancial Services
►E►
►D►
Years ► ► ►
Clarotech Consulting (Pty) Ltd
►O
THE EVOLUTION OF TELEPHONY DATA
Clarotech Consulting (Pty) Ltd
CDR
* .log
SIP
QueueLog
Recordings
Dialer
DATA
Clarotech Consulting (Pty) Ltd
Post-Call Surveys
Data Mining
Machine Learning
Best Time to Call
WFM
INTEGRATION
Core Systems, Back Office and 3rd Party Applications
Screen Pops
API, DB, URL, AMI, AGI
Realtime | Batch | Bi-directional
Clarotech Consulting (Pty) Ltd
AGILITY - INTELLIGENT DIALER
Contactability
Call Times
Redial
Alternative numbers
Optimisation
Dial efficiencies
Talk Time (Wait vs Drop)
Blended
Configuration & Customisation
Clarotech Consulting (Pty) Ltd