Implementación de un call center ip con sistema de monitoreo web para la Dirección de Gestión de Información y Procesos de la Escuela Politécnica Nacional

Abstract

The objective of this project is implementing a "Call Center IP" and a web page for the analysis of quality of service, collect information from agents, logs from queuing groups and perform statistics on the attention provided by the agents of the "Call Center" for the Management of "Dirección de Gestión de la Información y Procesos" (DGIP) of Escuela Politécnica Nacional (EPN)). For develop this project the technologies used in the "Call Center" are: telephone infrastructure (telephones, voice over IP, diadems and others), data infrastructure (computers, databases), interactive voice response system (IVR) ) and call recorder, besides the Asterisk software has options for administration over TCP / IP packet flows through its AMI interface (Asterisk Manager Interface), this interface is used to manage and obtain Asterisk information through of the web page. The web page use PHP programming language.