IJSRP, Volume 6, Issue 9, September 2016 Edition [ISSN 2250-3153]
Kajendran A, Gunathunga L G K M, Marzook M I, Tarmeekgah N, Fonseka P.D.K.P, Mr. Dhishan Dhammearatchi
The purpose of this research is to propose a call management system suitable for businesses using Asterisk PABX (Private Automatic Branch Exchange). Asterisk is an open source framework for building communications applications. Asterisk turns an ordinary computer into a communications server. It supports IP (Internet Protocol) PBX systems, VoIP (Voice Over IP) gateways. The features that could be incorporated with asterisk specific for businesses are IVR (Interactive voice response) with voice recognition, efficient call queuing system, Dual tone multi frequency (DTMF) click to call, CRM (customer relationship management system), dialer and SMS gateway. Asterisk is free and open source there for it is highly customizable. Therefore, it can be easily integrated into the solution that the business wants. This research paper explains about how a call center system can be created using Asterisk PBX to provide communications solution for businesses and how the above mentioned features could be incorporated into Asterisk PBX.