Integración de servicios ACD,voicemail enrutado en faxmeettime IVR jabber grabación de llamadas por seguridad en Asterisk como un servicio para el call center de la UTP

Abstract

The present project proposes a solution of a telephone exchange based on the communication through Internet protocol, using the application Asterisk to integrate services of Cail Center, that work like a traditional telephone exchange. Using the Open Source Asterisk application, you can integrate services such as: Automatic Call Distribution, VoiceMail, Fax Routing, Meetme, Interactive Voice Response, Instant Messaging and Call Recording on a single computer. This allows to reduce costs in hardware and software required in an implementation of a conventional telephone exchange. This document details an analysis of the equipment and software used by the Cali Center of the UTPL for its operation. In addition it describes the configurations necessary for the integration in a single server of Call Center services using Asterisk as application PBX.