Intelligent Call Center Solutions are software solutions that simplify, streamline, and enhance the ACD capabilities of the SIP-enabled Asterisk switch for Call Center Agent Desktops. The solutions include a Soft Call Center Agent Desktop, scripting, applications, call queues to distribute calls, macros to control call routing and scripts, and a clear easy to use UI. The solutions also enable customized call flows, automated dispatching, database integration, scheduling tools, web-enabled applications, call logging, and reporting tools.

1. Using Asterisk to Implement Intelligent Call Center Solutions James Kleckner AMTELCO

2. Introducing AMTELCO

3. Intelligent Call Center Solutions are software solutions that simplify, streamline, and enhance the ACD capabilities of the SIP-enabled Asterisk switch for Call Center Agent Desktops. What Are Intelligent Call Center Solutions?

5. The AMTELCO Intelligent Soft Agent is a software-based solution that adds a Soft Call Center Agent Desktop, Scripting, and Applications to the SIP-enabled Asterisk switch. Call Center Solutions - Intelligent Soft Agent

7. Amtelco-SetDNID Macro [ macro-Amtelco-SetDNID ] ; This macro will set a custom SIP header to transfer incoming DNIS to Amtelco 1Call Agent ; For this function to be successful, the Amtelco-PrepareDNID macro has to be called on an ; incoming call. ; All this is necessary because the DNIS received from telco gets lost after call is queued and ; transferred to an agent. exten => s,1,Verbose(1|Amtelco Set DNID) exten => s,n,SIPAddHeader(X-Amtelco-DNID:${AMTELCO_DNID}) Amtelco-PrepareDNID Macro [macro-Amtelco-PrepareDNID] ; ARG1 == DNIS, which will most likely be the ${EXTEN} from calling context this macro must be ; called on an incoming call. This macro will copy the incoming DNIS to a channel variable so it will ; be available later for screen-pop. This macro will most likely be paired with the Amtelco-SetDNID, ; which will set appropriate custom SIP header. exten => s,1,Verbose(1|Amtelco Prepare DNID) exten => s,n,Set(__AMTELCO_DNID=${ARG1}) Call Center Solutions - Asterisk Setup Macros

19. Questions?

20. THANK YOU! James Kleckner Product Manager AMTELCO [email_address] (608) 838-4197 x196