Overview

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.

Features

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