Asterisk telephone exchange with Customer Service Panel
A modern IT outsourcing company should provide easy communication between its employees and ensure high-quality service to external clients. We have access to numerous advanced tools for group collaboration, email systems (Microsoft 365, Office for Business), and powerful messaging applications (Teams).
However, we still can't live without an efficient call center, which, thanks to the use of advanced applications, offers top-quality business support (helpdesk services, technical support, IT support).
Modern IP PBXs
The role of a telephone switchboard has long since ceased to be limited to serving announcements (IVR) and connecting to a consultant. Modern IP PBXs enable voicemail configuration, the creation of multiple queues, and the recording and archiving of calls. The goal of a modern telephone switchboard is to automate customer service, streamlining IT services, especially helpdesks. Asterisk provides such automation, virtually without limits.
This switchboard fully utilizes VoIP (Voice over Internet Protocol) technology. The Asterisk code is open source. We have access to the application's source code. Let's use this to create a customized Asterisk Customer Service Panel, the fundamental tool used by helpdesks.
Asterisk Manager Interface (AMI)
The Asterisk Manager Interface (AMI) is an Asterisk interface that allows external applications to manage the PBX. It allows for sending commands via a TCP/IP socket and listening to events describing what's happening "inside" the PBX. Based on these events, we modeled the behavior of agents and calls, as well as their graphical representation.
Asterisk Customer Service Panel Full of Possibilities
With the Asterisk Customer Service Panel, we monitor the work of front-line support agents (helpdesk). We can see in real time the number of people connected to the queue, the number of waiting calls, and which agent is on which number. By connecting the Asterisk Customer Service Panel to the service application, we can see which requests are being handled by each agent and how long each request took.
Direct Call Management
We manage Direct Call calls by routing calls to the agents with the longest idle time. If the agent doesn't answer within a specified time, we place the call in a queue – the phone rings for all logged-in agents. We manage breaks (free time or time spent handling requests in the service application). Most importantly, thanks to VoIP, everything is done remotely. Consultants perform helpdesk work from their homes and use softphones, connecting via VPN to the Asterisk system.
Figure 1. Asterisk's main customer service panel
Asterisk Customer Service Panel for Effective Reporting
The Asterisk Customer Service Panel has an extensive reporting system, allowing us to constantly monitor the work of our call center/consultants. Additionally, Asterisk streamlines ticket creation in the service application. Asterisk recognizes the caller by their phone number and locates the company where they work in the database.
It then automatically creates an entry in the service application and saves the caller's contact information. This accelerates the customer service process, which is IT support. Each phone call is archived, and a link to the recording is attached to the ticket. Additionally, call handlers can use click-to-call.
After clicking on the telephone link, Asterisk automatically connects the selected customer number or calls an engineer within our organization who will handle the request.
Figure 2. Call selection button in the notification application
Bringing together the Asterisk VoIP Switchboard, Asterisk Customer Service Panel, and the service application into a single, integrated customer service system allows us to offer the highest level of customer service. The entire solution can be provided as a cloud service with data backup and includes full IT support.
Online Support has been operating since 2002 and offers comprehensive IT services to companies worldwide. We have three offices in Poland, from which we provide IT services: Warsaw, Krakow, and Gdynia.
Need IT support? Contact us!
our
support.
What IT solutions do we use at Support Online?
When is it worth using an IT company?
Why is it worth hiring an IT company rather than a freelance IT specialist?
What are the advantages of working with IT Support Online?
An IT company, or IT firm, deals with information technology in a broad sense. This includes, among other things:
- Software design and development: An IT company can create custom applications for other companies or software products for the mass market. Depending on their specialization, these can include mobile applications, desktop applications, web applications, or embedded systems.
- Consulting services: An IT company often provides experts to advise on implementing new technologies, optimizing business processes, or selecting appropriate technological solutions.
- Cloud solutions: Many IT companies specialize in implementing and managing cloud solutions, such as data storage, application hosting, and data analysis platforms.
- IT security: Protection against cyberattacks, security audits, implementing security policies, and network monitoring are just some of the IT companies' responsibilities in this area.
- IT infrastructure management: In this area, a company may manage servers, databases, networks, and endpoints.
- Technical Support and Service: An IT company may provide support for its own products or general IT support for other companies, managing their technology on a daily basis.
- Training: Many IT providers also offer training in software use and secure technology use.
- Hardware Solutions: Some IT companies may also provide and configure computer, server, or network hardware.
Depending on their specialization and size, an IT company may offer one, several, or all of the above solutions. When choosing a provider, it's important to thoroughly understand their services and tailor them to your individual needs.
At Support Online, we have been supporting companies for years with
- comprehensive user support (both on-site and remotely),
- we service computers, phones, tablets, and related network issues,
- we specialize in server administration: Windows, Linux/Unix,
- we support virtualizers such as KVM, Hyper-V, VMWare, and Proxmox,
- we support cloud services, particularly solutions such as Azure, Microsoft 365, and AWS,
- we monitor servers and devices on the internet,
- we consult on development, DRP, and support the stability of your business in the IT layer.
If you're looking for a good IT company, Support Online is the right place to grow your business.
It's worth using an IT company like Support Online when:
- You plan to implement new technologies or software in your company.
- You need specialized technology consulting.
- You want to optimize existing IT processes.
- You struggle with digital security issues.
- You need support in managing your IT infrastructure.
- You lack internal resources or expertise to implement certain technology projects.
Using external IT experts can bring benefits in terms of saving time and resources, and ensuring high-quality solutions.
Hiring an IT company like Support Online offers several key benefits over an IT freelancer:
- Support from the entire team: An IT company has a full team of specialists, from DevOps specialists and Cyber Security Specialists to IT Helpdesk Specialists, who possess diverse skills and experience, enabling faster problem resolution and the implementation of more complex projects.
- Reliability and stability: IT companies have an established reputation and track record, which can translate into greater reliability and stability of services.
- Maintenance and support: An IT company can offer service contracts, warranties, and after-sales support, which may be more difficult to obtain from an individual freelancer.
- Resources: Companies have access to more resources, tools, and technologies that can accelerate and improve project execution.
- Long-term availability: The risk of a freelancer disappearing or changing careers is greater than the risk of a well-established company going out of business.
However, it's worth noting that the choice between a company and a freelancer depends on your specific needs and situation. If you value peace of mind and a quick response to unexpected problems, it is worth choosing an IT company such as Support Online.
Partnering with IT Support Online offers the following advantages:
- Professional IT outsourcing: The company guarantees high-quality IT outsourcing services for businesses of all sizes.
- Comprehensive IT support: IT Support Online provides comprehensive IT support that meets the diverse needs of businesses.
- Saves time and money: With our support, clients can focus on their core business activities while reducing the costs associated with information technology management.
- Serving a diverse range of businesses: The company specializes in serving both small and medium-sized enterprises and large corporations, demonstrating its flexibility and ability to adapt to diverse client needs.
- Leadership in IT outsourcing: The company is recognized as a leader in IT outsourcing, particularly in the Poznań and Warsaw regions.
By partnering with our company, IT Support Online, businesses can count on a high standard of service and professionalism at every stage of the relationship.
