Contact Center Solutions Featured Article

Indosoft Boosts Q-Suite ACD's Ability to Retain Calls in the Event of Server Faults

May 23, 2013

If you run a mission-critical call center and one of your servers goes down, so you risk dropping that very important call? Given the number of serious storms that have battered the U.S. in recent years, more and more call centers might be said to be mission-critical: emergency services call centers, utility customer support, 411 information call centers and insurance companies are just some of the organizations that get busy under high-pressure circumstances.


Ensuring that calls don’t get dropped in case of an equipment failure is called “call survival,” according to IP contact center solutions provider Indosoft. That company provides a system and process of recovering from a single server or service fault without the loss of ongoing calls. It offers a mid-call survival/recovery process that keeps both new calls coming in and ongoing calls alive. The process takes only seconds and the caller continues in the conversation with the same representative without the need to re-establish the phone call: critical in situations when callers are in distress and require immediate assistance.

Indosoft, with its flagship Q-Suite multitenant contact center ACD solution for Asterisk telephony, recently announced that it has enhanced its Overseer Watchdog System, a self-regulating automatic monitoring and decision making system that allows mission-critical contact centers to transcend high availability and offer call survival. The new enhancements strengthen automatic fault detection and improve the self-regulating overseer mechanism, said the company .

“High availability with call survival for contact centers using Asterisk makes Q-Suite exceptional," said James Terhune, chief technology officer at Indosoft, in a statement. "Mission-critical applications migrating to Asterisk now have a full-function call center ACD with built-in high availability and call survival. This provides a unique opportunity to architect an Asterisk-based, next-generation contact center technology platform using Q-Suite at lower cost."

In addition to high availability, Q-Suite offers full ACD functionality, including real-time and statistical reporting for queue, agent, and campaign performances and a comprehensive call detail record (CDR). It offers built-in tools such as its Visual Call Flow Builder and Script Builder and extensive .NET and Web Services API allow for integration into CTI and CRM.




Edited by Jamie Epstein



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