Issabel 5 & QueueMetrics for High-Performance Call Center.

Name: Issabel 5 & QueueMetrics for High-Performance Call Center.
Rating: 5.0 (4 reviews)

Deep Dive: Mastering Issabel 5 & QueueMetrics for High-Performance Call Center.

Created byNuman Khan

Last updated 3/2025

English

What you'll learn

Gain expertise in configuring and optimizing Asterisk for advanced call center functionalities
Learn to effectively utilize QueueMetrics for real-time and historical call center data analysis, performance monitoring, and identifying areas for improvement
Design and implement robust and scalable call center solutions that meet the demands of modern businesses.
Gain practical experience through hands-on exercises and real-world scenarios like wallboards, real-time dashboards, and history reports for the call center.

Course content

11 sections • 34 lectures • 3h 50m total length

Introduction4:07
Course Introduction.
Issabel & Loway QueueMetrics4:41
In this lecture, you will learn about Issabel & Loway QueueMetrics.

Installing Issabel 5.9:01
Installation of Issabel 5 on Microsoft Windows Hyper-V for the course project.
Quick Overview of Issabel 54:38
Overview of newly installed Issabel 5.
Installing QueueMetrics Call Center Application.8:34
In this lecture, students will learn to install QueueMetrics over an Issabel as localhost.
Installing Uniloader - QueueMetrics Data Loader from Asterisk Issabel.7:53
Unliloader is a data loader from Asterisk (Issabel) to QueueMetrics. In this lecture, you will learn to install and set up the uniloader for QueueMetrics instance.

Guideline for setting up Issabel for Call Center Setup.9:53
In this lecture, students will learn about the hierarchy of configurations for QueueMetrics on Issabel 5 system.
Creating Call Center Agents.3:30
In this lecture, you will learn to create SIP users accounts in Issabel to use it as call center agents in QueueMetrics.
Uploading Audio Prompts for the Call Center.3:18
In this lecture, you will learn to upload the IVR audio prompts and setup for the call center.
Creating Call Center IVR Queues - ACD17:29
Queues are the core of any call center system. In this lecture, you will learn to create and setup queues with its various parameters.
Setting Up Announcements5:23
Creating of announcements and audio messages to use in the call center like call back or non-working hours messages.
Setting Up Time Condition for Working Hours.5:16
Setting up time condition for call center.
Building IVR - Interactive Voice Response.9:20
Creating Inbound Route for Call Center.2:21
Setting up inbound call route in Issabel for the call center setup.
Creating SIP Trunk to Connect External Calls.7:20
SIP trunks between two Issabel systems will be created to simulate the call center. One Issabel acts as a call center system, and the second acts as an SIP trunk provider.

Requirements

Basic IT Networking Knowledge.
Basic knowledge of Linux & Asterisk.

Description

Mastering Asterisk—Issabel 5: Gain expertise in configuring and optimizing Asterisk for advanced call center functionalities like IVR, call routing, queues, announcements, time conditions, and callback requests.
Harnessing QueueMetrics: Learn to effectively utilize QueueMetrics for real-time and historical call center data analysis, performance monitoring, and identifying areas for improvement.
Building High-Performance Architectures: Design and implement robust and scalable call center solutions that meet the demands of modern businesses.
Hands-on Experience: Gain practical experience through hands-on exercises and real-world scenarios like wallboards, real-time dashboards, and history reports for the call center.

Who Should Attend:

Telecom professionals
System administrators
IT professionals
Call center managers and supervisors
Anyone interested in building and managing advanced call center solutions

Elevate Your Career and Transform Your Call Center with Asterisk & QueueMetrics

Optimizing customer interactions is paramount for business success in today's competitive landscape. This comprehensive training program empowers you with the expertise to leverage the power of Asterisk and QueueMetrics to build a world-class call center.

By mastering these powerful open-source technologies, you'll gain the ability to:

Enhance customer experience: Implement innovative solutions like interactive voice response (IVR) systems, advanced call routing strategies, and personalized customer interactions.
Boost operational efficiency by optimizing call handling processes, minimizing wait times, and improving agent productivity through intelligent resource allocation and real-time performance monitoring.
Gain valuable insights: Utilize QueueMetrics to analyze call center data, identify trends, and make data-driven decisions to improve overall performance and customer satisfaction.
Increase ROI by reducing operational costs, improving resource utilization, and enhancing customer loyalty, which will lead to significant returns on your investment.

Who this course is for:

Anyone interested in building and managing advanced call center solutions
System administrators
IT professionals
Call center managers and supervisors
Telecom professionals

Issabel 5 & QueueMetrics for High-Performance Call Center.

What you'll learn

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Course content

Introduction2 lectures • 9min

Course Project - Call Center Requirements Analysis.2 lectures • 9min

Setting up Core Platform for Call Center.4 lectures • 30min

Issabel Configurations Steps for Call Center Setup9 lectures • 1hr 4min

QueueMetrics Configurations Steps for Call Center Setup.3 lectures • 34min

QueueMetrics Agent's Screen Login3 lectures • 20min

Outbound Calling in QueueMetrics2 lectures • 15min

QueueMetrics Wallboards3 lectures • 20min

QueueMetrics Realtime Report2 lectures • 12min

QueueMetrics Historical Reports2 lectures • 18min

Requirements

Description

Who this course is for: