Asterisk is the world’s most deployed communications project. The product comes free and is open source, allowing anyone to use, change and improve the software. Asterisk helps you transform an ordinary computer to a fully loaded voice communications server. Also makes it easy to create and employ a broad spectrum of telephony applications and services. You can make use of the IP PBXs, VoIP gateways, call center ACDs and IVR systems. Released as open source, under the GNU General Public License (GPL), the product is available to download for free. Asterisk is the leading open source telephony project and the Asterisk community has been ranked as a key factor in the growth of VoIP.
Asterisk In The Call Center
Asterisk is deployed and made use by multitudes of call centers round the globe. The software is very flexible and gives easy options for both call center and contact center developers to built complete ACD systems based on Asterisk. The Asterisk has also added a new life to every existing call center solutions by providing remote IP agent capabilities, predictive and bulk dialing, advanced skills-based routing, and many more. The Asterisk Automatic Call Distributors (ACDs) helps create call centers to handle thousands of simultaneous calls, and routing them to agents based on caller input, dialed number, load and other factors. The ACD systems typically cost tens if not hundreds of thousands of dollars and require specialized training to install and operate. Asterisk makes it possible for you to build a powerful ACD with no additional cost other than server hardware and phones.
What Does Asterisk Do?
Asterisk can be considered just like an erector set or a box of Legos for everyone who want to create communications applications.Its for the same same reason, we refer to it as a “tool-kit” or “development platform”. Now, the Asterisk bundles every required building blocks and tools that are necessary to create a PBX system, an IVR system or virtually any other kind of communications solution. For you to setup things accordingly, Asterisk provides the following:
- Drivers for various VoIP protocols.
- Drivers for PSTN interface cards and devices.
- Routing and call handling for incoming calls.
- Outbound call generation and routing.
- Media management functions (record, play, generate tone, etc.).
- Call detail recording for accounting and billing.
- Transcoding (conversion from one media format to another).
- Protocol conversion (conversion from one protocol to another).
- Database integration for accessing information on relational databases.
- Web services integration for accessing data using standard internet protocols.
- LDAP integration for accessing corporate directory systems.
- Single and mult-party call bridging.
- Call recording and monitoring functions.
- Integrated “Dialplan” scripting language for call processing.
- External call management in any programming or scripting language through Asterisk Gateway Interface (AGI)
- Event notification and CTI integration via the Asterisk Manager Interface (AMI).
- Speech synthesis (aka “text-to-speech”) in various languages and dialects using third party engines.
- Speech recognition in various languages using third party recognition engines.