Thomas Brown - ContactCenterWorld.com Blog

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Analog Cards

Analog cards are available in various capacities, ranging from a single port (which connects a single analog telephone line and thus a single telephone call) up to a maximum 24 ports.

Low density analog cards generally use the same kind of connector as most home and small business phone devices: the RJ-11 jack. Each jack on the back of the card takes a single RJ-11 phone cable. The other end of the cable plugs into a telco phone jack or an analog port on the legacy PBX. These are daughter modules that determine the function of each of the ports on the card. Analog ports can either connect to an analog line from the telephone company using a port connected to an "FXO" module, or can power and control an analog phone using an "FXS" module. Most analog card manufacturers build analog cards with interchangeablemodules. By including both FXO and FXS modules, a card can offer both FXO (line) and FXS (phone) capabilities. This makes it simple to build an Asterisk-based application that can both connect to the PSTN and control analog devices like fax machines, credit card terminals or TDDs.

High density analog cards:- often use an RJ-21 (or "amphenol") connector and require an opposite gender RJ-21 connection from the telco or PBX. This 24 port card has been configured with three four-port FXS modules (green) and three four-port FXO modules (red). This allows it to connect 12 analog devices and 12 analog phone lines.

FXS Ports In Analog Gateways:- VoIP gateways built to connect legacy equipment (PBXs, key systems) with VoIP services generally use FXS ports. FXS ports provide dial tone and line voltage to a phone, exactly like the phone company's line does. This means that FXS ports can be connected to "line" or "trunk" ports on the legacy system and can emulate telco analog lines.

FXO Ports In Analog Gateways:-Using FXO (line) ports to connect analog PBX ports with VoIP phones or remote VoIP servers is another common Asterisk gateway application. In this scenario, analog station ports on the PBX are connected to FXO ports on the Asterisk gateway card. When the PBX sends a call to the cross-connected analog station port, Asterisk forwards it as a VoIP call to the designated endpoint. The limitation of this arrangement is the one-extension/one-port nature of PBX analog stations. The signaling capabilities of analog station ports are generally very limited. This means that the port can only respond to calls to the single extension number with which it is associated. It therefore cannot be used as a shared connection between the PBX and the Asterisk (and whatever connects with the Asterisk).

Digital Cards

Digital cards allow Asterisk to connect with T1, E1 and J1 digital lines (sometimes called "trunks"). Digital cards include one or more ports, each of which connects to an individual digital circuit. Trunks are often referred to as "spans", thus a single port card is a "single span" device, while a four port card is a "quad span" device. Most digital cards connect using RJ-45 jacks. Connections between the card and a telephone company T1 line are connected using a "straight-through" cable. Connections between the card and a local PBX or other "CPE" device require a "cross-over" cable or a straight-through cable with a cross-over adapter.

2) Article

Improve the Voice Talent

Believe it or not, voice talent is one of the most important factors in your customers’ overall opinion of your IVR. Your voice talent is the personality that callers connect with your company. If your IVR has limited speech recognition capabilities, your voice talent should have a stiff, robotic voice. When your callers duplicate that style, the IVR will be able to understand them more easily. If your IVR has a superior understanding, a more relaxed style will prompt callers to use a natural, conversational style of speaking, thus reducing their effort.

Improve your web self-service

If you want to improve your customers’ experience in the IVR, you need to eliminate some of the calls to the call center that can just as easily be handled on the web. This frees up your IVR to devote more time and attention to the most complicated issues. This, in turn, elevates the call center representatives to the position of "trouble-shooters" instead of ordinary customer service reps. It’s a win-win situation for both company and customer.

Improving your web self-service is affordable, quick, easy to maintain, and something you can do immediately. Where do you start? A clean interface. Nothing turns your customers off more than going to the help page and having columns and columns of help articles that they assume will not address their specific concerns. One of the greatest benefits of using live chat or automated chat rather than scanning through a complicated FAQ is having the information pulled for the customers, rather than having them do all the legwork themselves. Simplifying the help section of your website with a solid knowledge base will decrease the number calls to your call center.

3. Dial Plan Services:

You can dumb down your IVR, making it a simple routing menu: press 1 for sales, 2 for technical support, and then take them right to the agent. No over-complication, no trapping your customers in endless trees, no confusion. There are many companies that are doing this today. Every call starts and ends with a human. Of course, if all of your traffic is from the web, your callers have very specific needs that cannot be met on the fully equipped and intelligently designed website. If you are a large corporation with millions of monthly calls, you realize immediately that dumbing down your IVR is not economically savvy and would be a major detriment to the company. In this case, you might consider "smartening" your IVR. With improved speech recognition, more processes can be automated and the IVR becomes useful beyond a simple routing application. Upon equipping your IVR with an advanced natural language system, simple self-service requests can be automated, saving time for your agents to handle more difficult transactions

4. Voice Recording Services:

By this you can record your all call related to your business. This will help you in verification and to solve if u have a problem between your customer and your employee.

5. Call Details Record Services:

Many of us have a lot of problem will huge telephonic bill, because we have no record of calling detail by which we match our bill this technology solve this problem. Much unnecessary call can easy checked. We can generate our bill also by using CDR and many more.

6) Audio Broadcast Message:

Audio broadcast your audio message to a bunch of number.

7) Audio Conference.

This feature plays a very important role in student and professional life. In this feature we create a conference and give a conference Room number and pin to join the conference to listen or saying or both according to you.

Monday, August 20, 2012 7:42 AM EST

Interactive Voice Response (IVR)

Interactive Voice Response (IVR)- It enabled telephony platforms are the pivot elements of the telephony industry. You must be familiar with several IVR telephony platform—your cellular provider's top-up system, your bank's call distribution system, or your Internet service provider's technical support line—IVR systems are everywhere. IVR allows companies to save money and eliminates manual repetitive tasks. Asterisk makes it easy to build IVR applications that respond to tone or speech input from the caller. Asterisk's support for data access of over HTTP and ODBC makes integrating the IVR with the data stores simple and reliable. Asterisk applications that connect with legacy telephony systems (PBXs or the PSTN) require telephony interface hardware. Small system generally uses analog or ISDN BRI connections. Larger systems (more than 12 lines) frequently use T1, E1 or J1 digital connections. In India E1 line is used, T1 in Europe andUSA, J1 inJapan.

Thursday, August 16, 2012 2:33 AM EST

Dialers on rent

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Friday, August 10, 2012 3:27 AM EST