moving to asterisk-contact-center.blogspot.com
While we have enjoyed our time here at http://asterisk.blog.com, we find we are having consistent issues with being able to access, update and send people here. As a result, we have moved over to  www.asterisk-contact-center.com

The articles that used to be here are posted in full over there, and new articles are being posted there as well. Come on over and say hi!

High Availability (HA) Asterisk solutions, once reserved for mission critical deployments, are now a part of every normal setup. With VoIP, clustering solutions depend on moving the IP traffic to a working server. Setting up a main and standby Asterisk system allows continuous availability of such a working Asterisk system. But telephony is more than a data system using IP traffic and such an HA arrangement is inadequate in ensuring the continuation of all the on-going calls at the time of the hardware or software failure.  Going beyond this high availability for Asterisk, is the patented call survival method (US Patent US 20110310773 A1) and system that keeps calls alive while providing high availability.

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Too many disks

Don't do this

It’s increasingly common for users of Asterisk who have to manage a large number of recordings to want to push their backlog of recordings to the Cloud. It saves on local storage, and is nearly infinitelyexpandable. The conversation often comes around to Amazon S3. It has a number of advantages, including capacity, a reasonable cost per gigabyte, and compatibility with Glacier, which offers long-term storage capacity at a lower cost per gigabyte. Amazon also has APIs that can be used to interact with your storage.

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Our multi-tenant PBX recently came under a dictionary attack. Somebody was trying to brute force SIP registrations in order to gain access to our system for calls. This is something that happens from time to time when you have your Asterisk server sitting on the Internet. We do have a large number of devices that may have to register from unknown locations, so our firewall has to be fairly permissive as far as ports go. Instead, we have had good results with Fail2ban, which detects unsuccessful connection attempts and blocks the source IP after a certain number of failures.

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This patch is for users who are trying to connect Asterisk to a trunk or gateway that doesn’t allow a caller-id. Normally when you set it blank, it will fill in “asterisk” as the ID.

Some providers or devices don’t allow a user in the From: field at all. In those cases, you will need a quick little patch to allow it to be blank. If a caller-id is specified on the channel, it will get passed through.

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Voicemail ButtonIt’s very often the case that when using Asterisk-based call center ACD software, we want some calls to be directed to a voicemail box. This may be simply a call to the extension of someone who is busy or away from their phone, or could be a community voicemail for callers who have exited the queue.

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Cloud based call center software cater to very large systems. Asterisk is by far the most widely used telephony platform. As a  natural evolution, the use of Asterisk in both Cloud and large premise based installations have come a long way. Technology for call center software is to some extent driven by the ‘assemble and build’ mode where various accessory technology element available in software form come together to deliver the final solution. Call center software depends on the underlying PBX technology and other technologies for web, database, SIP, and redundancy.

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ClusterLoad balancing in Asterisk can be an overloaded term. In some cases, it refers to spreading calls to multiple servers. In others, it refers to calls made outbound. There are other cases as well. The two cases mentioned are two that are not handled by Asterisk out of the box, and additional software may need to be introduced in order to handle them. In multi-server Asterisk call center installs, load balancing allows calls to be distributed more evenly which prevents overloading any particular server.

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There’s a patent troll going after Asterisk users / integrators. The specific patent is related to using DTMF to mute yourself while in a conference. You can apply the following patches to protect yourself. This doesn’t remove the prompt from the menu, but it won’t allow the feature to work, therefore keeping you safe from any extortion attempts.

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Deciding whether to migrate a large call center away from a TDM-based PBX to VoIP-based Asterisk can be difficult. Any site wishing to do that would need to decide whether to go it alone, or use an existing contact center solution. Using an existing solution may cost more upfront, but you’ll have the advantage of not having to develop all the screens and reports yourself.

Read the rest at www.asterisk-contact-center.com