SIPxchange Call Center (ACD) Server
From SIPfoundry sipx, The Open Source SIP PBX for Linux - Calivia
| Important note: This is a commercial page that describes a commercial add-on capability to sipX. If you would like to offer such add-ons or other commercial services please consider the Definition of Rules for Commercial Offerings. |
| Important note: Starting with sipXecs release 3.8 the ACD server is now part of the open source version and included by default when you install sipXecs. Thanks to Pingtel Corp. for contributing the code. |
Contents |
[edit] Introduction
SIPxchange is the commercial product offered by Pingtel based on sipX. Pingtel first made sipX possible by donating the code to SIPfoundry. Their committment to further develop the code in open source has led to today's appliction with hight commercial grade quality and a fast evolving list of features.
The relationship and feature comparison between sipX and SIPxchange is described in more detail on the SIPxchange vs. sipX Comparison page. Pingtel is committed to having a full version of SIPxchange offered in open source as sipX. Therefore, no restrictions apply to sipX and sipX is a fully functional version of the commercial product.
The SIPxchange Call Center (ACD) Server is an add-on product. The ACD is an independent server very similar to other components that exist in open source such as the Media Server, Call Park Server, Proxy/Registrar Server and the sipX Configurtion Server. The SIPxchange Call Center (ACD) Server is not available in open source because it was developed under a different commercial arrangement using a non open source license. It is therefore only available with SIPxchange from Pingtel.
As a sponsor and supporter of SIPfoundry and sipX, we deciced to give Pingtel the opportunity to showcase its capabilities here. This offering applies to other vendors or resellers of the SIPxchange product according to our rules.
[edit] SIPxchange Call Center (ACD) Server
The SIPxchange Call Center (ACD) Server is a comprehensive fully SIP based call center solution. It fully integrates into the sipX Configuration Server where call center lines, queues, and agent behavior and features are configured. In addition, Configuration Server provides real-time statistics about call volume and agent behavior.
The SIPxchange Call Center (ACD) Server can be configured to run on the same host as the rest of the sipX system, or it can be installed on a separate host still managed by the Configuration Server. In addition, it is possible to define and configure several ACD servers for the same system and manage them all through Configuration Server from a central location. the picture below shows a system with one ACD server configured.
[edit] ACD Basic Server Configuration
The ACD Server configuration menu allows configuration of basic parameters such as Server Location (name), port, and log level for debugging. The configuration menu further allows the specification of incoming lines that belong to this ACD server, queues and queue behavior, and agents assigned to such queues. In addition, the Configuration Server provides real-time statistics of agents, calls, and queues.
[edit] ACD Inbound Line Configuration
One or several lines can be assigned to an ACD Server. Using Direct Inbound Dialing (DID) an 800 PSTN number or other number can be assigned to terminate on the ACD server. The line is assigned an extension and name in the same way you would assign such values to an ordinary user of the sipX system. Therefore, the line can be dialed by its extension or using a SIP URI it is reachable over IP allowing a fully IP based call center to be realized. The line is then assigned to a call queue where the call would get queued waiting for an agent to become available. The Trunk Mode flag allows the line to act as a trunk where many different calls can be received under that extension and be put into the queue.
[edit] ACD Call Queue Configuration
A single ACD server can have just one call queue or many different call queues. An overflow queue can be used to handle calls where the number of waiting calls in a queue is too high and you believe that the expected wait time for callers would be unacceptable. Call handling in an overflow queue can be specified similar to normal queues. A different set of agents can be defined (maybe the supervisor will get the call), or the call can be terminated after a message is playd or directed to voice mail.
The screen below shows the basic parameters that define a call queue. A set of advanced configuration options are available by pressing "Show Advanced Settings". Specific audio files can be uploaded to welcome a caller, to be playd during wait time, as well as a message that is playd when the call has to be terminated.
[edit] ACD Per Queue Agent Assignment & Configuration
Agents are assigned to ACD queues the same way you would assign a user to a phone. Users that are already assigned to phones though cannot be assigned to an ACD queue as well. It it typically a good practice to create a user group where all the ACD agents reside. ACD agents should not use call forwarding properties and should not have a voicemail inbox. Once the new agent is created and assigned to an ACD queue, assign it to a phone for the agent to use.
[edit] ACD Presence Server
The ACD presence view allows agents to sign in or out from the sytem and provides an overview of who is active. Agents can also sign in or out using their telephone keypads.
Individual users or agents can login to the Configuration Server in a non administrator mode and easily modify their presence status (availability) using a Web browser.
[edit] ACD Server Real-Time Statistics
Statistics are very important running an efficient call center. Current statistics available include current status and total time active for each agent (agent statistics). Call statistics provides information about every call received, wait time, processing time, agent that handled the call as well as the queue it was received in.
