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[edit] ContactQ
ContactQ is the next generation Call Centre Application Server being developed as both
a supported commercial product and also as an open source GPL project.
Embracing industry standards such as SIP, Voice XML(VXML), AJAX (Web 2.0), XMLRPC and designed for inter-working with VoIP Soft Switches like Asterisk, FreeSWITCH, PingTel and Cisco. Can be deployed both as a premised based solution and as a hosted solution.
ContactQ is being designed to deliver the following:
- Run on GNU/Linux. Appliance option.
- Fully featured multi-media skills based routing ACD.
- Powerful IVR with a graphical editor programming tool *
- Full historical reporting delivered via the web browser *
- Real time reporting delivered using web 2.0 technologies *
- Outbound Preview, Progressive and Predictive dialing modes *
- Scalable, supports multiple media-server/gateways and application instances.
- IT friendly, LDAP, SNMP.
Commercial edition (*)
[edit] Architecture
The ContactQ system comprises of multiple, task-focused processes, communicating using an XML based protocol carried as MIME messages over a TCP/IP transport layer.
The ContactQ System Architecture
[edit] Platform
- Application Registrar
Resource location and message routing services. Contact plan with time/date rules.
- Configuration Manager
Serves configuration information from an embedded Sqlite database to other ContactQ processes via a publisher/subscriber mechanism.
- Publisher
Gathers data from ContactQ processes (via subscriptions) and makes them available to client tools, for live status, ststistics and historical reporting.
[edit] Applications
- ACD
Advanced inbound call queueing and distribution.
- Agent Manager
Management of call centre agents for the ACD and Dialler applications.
- IVR
Comprehensive automated call handling services.
- Dialler
Multi-mode, automated outbound dialling - in a future release.
[edit] Gateways
- Media Gateway
Manages TDM and IP based telephony interfaces, providing signalling and media termination.
- Mail Gateway
Provides interfaces to email services.
- Service Gateway
Provides interfaces to dynamically configured services including HTTP(s).
[edit] User Interfaces
- Web Administration
PHP based configuration and system management tool.
- Request Response API
Support for call centre agent, management and supervisor applications.
- Historical Reporting
Detailed CDR output with archiving and extensible reporting interface.
- Statistics
Real time data feed for Wallboard style displays. e.g. web / AJAX
- Status
Real time data feed for live monitoring tools
- IVR Editor
IVR editor to simplify the generating of application scripts
