Lee mentioned that ContactQ is currently being developed as both a commercial product and also as an open source GPL project. It supports industry standards such as SIP, Voice XML(VXML), AJAX (Web 2.0), XMLRPC and designed for inter-working with VoIP softswitches like Asterisk, FreeSWITCH, PingTel and Cisco.
I asked Lee if they leverage FreePBX at all for the front-end GUI or if they use their own and Lee stated they use their own front-end interface for configuration as well as monitoring of call center queues and call center statistics. Importantly, ContactQ sports the ability for call center supervisors to listen in on agents using DTMF/touch tones on their phone.
Features include a powerful IVR with drag and drop programming tool and historical reporting delivered via the web browser. It features powerful dialing capabilities critical to call centers, including Outbound Preview, Progressive and Predictive dialing modes.
Other features include:
- Fully featured ACD supporting
- Multiple queue modes
- Call pull back on no answer
- Overflow to voicemail
- Queued voicemails
- Time / Day routing rules
- Agent unavailable types
- Skills based routing (9999 skill levels)
- Telephony based agent logon
- Web browser based system configuration
- Multi Language support (US English only in Version 1)
- LDAP integration
- Multiple partition configuration
- Role based login
- Supervisor Monitor / Listen-in
- SNMP support
- Real-time Supervisor Dashboard web application providing
- Agent and queue performance statistics
- Agent and queue drill down statistics
- Real-time Agent Dashboard
- Agent performance statistics web application
Update:
Here's a screenshot of the admin: