Call center (Softline)

Program component of the solution

Basis is the server operating system of Red Hat Enterpise Linux on the basis of which, using additional software tools, the Asterisk software product is developed:

• The Red Hat Enterprise Linux Server (RHEL) system is the Linux distribution kit developed by Red Hat Inc company. It is focused on corporate use. The main focus of its development - stability, predictability and reliability;
• The Asterisk system is the communication framework open source having all potential of modern office telephone exchanges.
• Program IP phones with a possibility of installation in the MS operating systems Windows, Linux and MAC OS X.

Hardware component

As a hardware platform are used:

• HP server from the 4th the nuclear Intel Xeon processor, 2 GB of RAM, the failsafe disk array with a capacity of 500 GB. Servers can be reconfigured taking into account the actual load of the server, number of users, the database size, etc. For connection to a city analog telephone line the server is completed with additional expansion cards.
• IP phones are the multifunction telephone sets connected to a local network of the enterprise.

Kraty solution description

The technology of transfer of voice information on computer networks (VoIP) is the cornerstone of the solution. The call center allows to perform effective and reliable processing of telephone calls. Thanks to the open source, by our specialists deep integration of call center with CRM systems which are used within the organization can be performed.

Main opportunities of the solution:

• flexible routing of incoming calls, for example depending on calling number;
• ample opportunities on setup of automatic voice informing clients on events, for example change of an order status;
• automatic output to the operator of information card of the defiant client;
• call recording for the subsequent analysis and assessment of actions of the operator;
• remote control different actions using phone, for example a start/stop of servers, inclusion of a security alarm and many other things;
• sending SMS notifications;
• integration with IM systems (ICQ, Jabber) and also processing of the calls arriving from the Skype system;
• graphic control panel Call center.

For work operators can use or the specialized telephone sets which are connected to a local network of the enterprise or program phones with the headset.

Solution architecture

The solution includes the central server running the Linux operating system based on which the Asterisk IP telephony system is unrolled. A system is capable to process the entering telephone calls arriving from different a city telephone network, the Internet and also many others.

Operators have an opportunity to use for communication with clients hardware or program IP phones with the headset.