MicroSIP is a widely used open-source desktop softphone. Recently, we cloned the repository and customized the software to introduce contact center capabilities tailored for Asterisk and FreePBX. We have named this new product uSIPcc (MicroSIP for Contact Center).
uSIPcc integrates seamlessly with AstCTI to deliver advanced contact center features. We are currently conducting rigorous end-to-end testing and plan to release both AstCTI (v2.0.0) and uSIPcc upon successful completion. In compliance with the MicroSIP licensing terms, the modified source code for uSIPcc will be made publicly available.
Below is a summary of the contact center features provided by uSIPcc:
Skill Modes: Agents can login to or logout from FreePBX queues using feature code (*45). After login to FreePBX queues, agents can switch between different ACD skill modes to handle various operational tasks and handle queue-specific routing requirements.
AUTO (Auto-In): In this mode, a new call is automatically assigned to the agent immediately after an ACD call ends.
MANUAL (Manual-In): In this mode, the agent’s status automatically switches to After-Call-Work (ACW) after an ACD call ends. The agent must manually change their state to AUTO or MANUAL to receive subsequent calls.
ACW (After-Call-Work): This mode is used for post-call processing tasks after an ACD call is completed.
AUX (Auxiliary Work): This mode is used when an agent takes a break or attends meetings and training sessions. AUX reason codes are managed and defined by AstCTI; upon startup, uSIPcc downloads these codes from AstCTI and populates the softphone’s dropdown menu for agent selection.
Speed Dial: A contact center typically manages numerous internal extension numbers, which can be difficult for agents to memorize. Speed dial numbers are centrally defined and managed within AstCTI. Upon startup, uSIPcc automatically downloads the speed dial directory from AstCTI and populates it into the softphone’s contact list for quick access.
AstCTI is a subscription-licensed software solution. Please contact us if you are interested in purchasing or learning more about the product.
