Hi, I was wondering what would be the best free & opensource solution that i can use for a helpdesk team in deferent categories. Sales, Support, Customer Service, Etc.
Agents should be able to login and logout using an application on their device / pc. Break / Unbreak, Monitoring and Reporting is also necessary. Preferably modern solution.
( I am not looking for purely PBX, I need a full call center solution )
Thankyou !
Have you seen omnileads? Haven’t used it outside of deploying in a homelab. You could also go with Vicidial and use the Inextrix theme.
Caveat: I haven’t used that theme but it looks decent from screenshots
There also commercial reporting modules from the custodians of FreePBX. Looks like you have an inbound call centre and FreePBX with Time Conditions and Queues sounds like it could do it. Agents could use feature codes to pause and unpause their status.
There’s also Queuemetrics Call Centre reports you could use
Thankyou So much, I will check if out for sure !
FreePBX + FOP2 + CC Stats makes a great call center solution. It isn’t free tho, but really cheap.
Hi, Thanks. but it seems really old though. the UI I mean.
What type of call center is this? There are different types of call centers and the solutions needed for them can be different.
FOP2 allows you to modify the CSS so you can change the layout and style.
I thought FOP2 was not really maintained anymore and not very reliable in support?
It is still maintained and supported. In fact, the latest version was released 3 days ago, the version before was released on April 9th. When FreePBX17 went GA, we migrated a customer and I reached out to Nicholas for a couple of PHP 8.2 issues relating to FOP2, Asternic CC Stats and CDR Stats. He has been quite communicative
It is quite a challenge to get support on their website, rather reach out via Telegram.
It is quite a challenge to get support on their website, rather reach out via Telegram.
Ok, that’s probably the issue then as I remember many people saying it was extremely difficult to get support.
If Nicholas is ready and willing to give support perhaps he (or whomever) should fix the communication issues on their website for support.
Its for a network operation center for the government, multiple services and each services has multiple agents. one agent may be available for multiple services as well.
queuemetrics Could be good for you?
Unfortunately because of policy and security reasons, we are only allowed to install opensource or applications in which we have the code to.
Else it has to be really popular and an industry standard.
queuemetrics is popolar. It exists for long time ago.
They offer a support…etc.