Call centrum na platformě Asterisk

Abstract

This MA thesis is focused on the creation of a Call center operating on Asterisk platform. This Call center will distribute individual phone calls with the help of ACD on the basis of different strategies of choosing agents such as FIFO, round-robin or linear search. This thesis describes particular standard functions configurations of professional Call centers such as IVR, voice mail, conference call, recording of phone calls and agents monitoring. Furthermore, the thesis depicts the creation of automatic switchboard operator, which deals with redirecting company phone calls without human assistance. In the conclusion, results are assessed and the solutions compared.