How exactly will this work for me?

[joesmithid]

Hi,

Just a quick question from a Rookie in call centres.  Our office currently uses Packet 8 to connect calls from a US and UK number from our customers to our agents.  The agents log into a Virtual Office extension number and this allows them to answer calls, check voicemails etc.  We can get reports on usage as well as record calls with this service.

We have a PBX in our office running Asterisk and need a way to measure our agent's performance with stats, record calls, forward calls to either office based or other numbers as we chose, have voicemail and all the other features needed for a call centre.  We are able to use the Packet 8 SIP trunk to connect the PBX via VOIP, but need to manage the calls once they come in.

Is this the software I need or do I need a load of other things to?

Many thanks

[QueueMetrics]

You would be able to do all the monitoring from QM, but you usually need a bit of configuration on the PBX to make this work. Using Asterisk, channel technology is abstracted - so whatever you use (SIP, landlines, H.323...) it is usually no showstopper.