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Overview
Vagabond edited this page Aug 12, 2010
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OpenACD is a distributed contact center platform written in Erlang and using FreeSWITCH for its VoIP functionality. It also supports contacts via email by using the gen_smtp Erlang SMTP server which is a sister project of OpenACD.
In addition to the following features, OpenACD inherits features from its 2 underlying technologies.
From Erlang it inherits:
- Fault tolerance – the property of subsystems being able to fail and be restarted without affecting the rest of the system.
- Distribution – the ability to build a distributed application almost trivially and to promote an application running on one node to one running on more than one node easily.
- Scalability – erlang ‘processes’ don’t ever need to lock each other because there’s no shared mutable data in Erlang so you can make very effective use of today’s multi core machines.
- More…
From FreeSWITCH:
- Various VoIP protocol support (SIP, H.323, google talk, TDM – POTS lines and PRIs)
- Large number of supported codecs
- Scalability (thousands of concurrent sessions have been reported)
- Reliability (millions of calls since system startup have been reported)
- Flexibility – FreeSWITCH allows control over almost any aspect of itself
- And more…
OpenACD itself provides features like the following:
- Priority queueing – calls can be assigned priority by type, by DNIS, etc
- Skill based routing – calls can be assigned skills via the queue they’re in, the DNIS they entered by, etc
- Distributed call delivery – calls can be routed to an agent logged in on another node
- Web based administration and management
- Web based agent interaction
- Detailed logging of CDRs and agent activity
- Rules engine for queues – allow automated rules to play announcments, modify priority, modify skills, etc based on various trigger conditions
- Multi-tenant – able to support multiple clients or departments in one instance