Indosoft (News - Alert), a provider of call center software for Asterisk (News - Alert) telephony, has enhanced Q-Suite, its multi-channel software for setting up medium and large contact center operations, with the addition of auto-provisioning for Polycom and Linksys (Cisco (News - Alert)) IP phones.

Q-Suite 5.7 comes with feature-rich Automatic Call Distribution (ACD) that delivers out-of-the-box, skills based routing, full-feature queue setup, over-flow management and advanced call routing. The powerful GUI can be used to build IVR, call-flows and Dialplans. Further, the call center software collects cradle to grave data for building real-time and historical reports while providing supervisor dashboards and wallboards for efficient call center management, the company said.

The Q-Suite 5.7 with auto provisioning will benefit large and distributed call centers using a variety of hard and soft IP phones. Further the call center software provides home and remote agents with a greater choice in selecting a preferred SIP phone.

“Auto-provisioning with phone registration management is a must for large call center setup,” said James Terhune (News - Alert), CTO at Indosoft, in a statement. “We are constantly expanding SIP auto-provisioning within our call center software to include more phone manufacturers.”

The auto-provisioning will provide Q-Suite based contact centers a wider choice of IP phones, Terhune added. While working as an ACD agent in on-hook mode, supervisors and remote at-home agents can take advantage of multi-channel phones with advanced features.

Q-Suite allows contact center ACD agents to work in either on-hook or off-hook phone designations. Home agents, remote agents and supervisors might prefer to work in on-hook mode, where the phone will ring for every call.

Off-hook mode is preferred for high volume contact center operations, where the phone stays connected to the phone system controlled by the call center ACD, receiving every call with a beep preceding its arrival. This reduces the average caller wait-time in queues by minimizing the time taken for handing calls over to the agents.

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