IMPLEMENTASI ADVANCED CALL DISTRIBUTION PADA INBOUND CALL BERBASIS VOIP

摘要

Call Centre is a place of information that centralized is used toudreceiving incoming calls and provides related information to theudcustomer. Call Centre typically run by companies that haveudinformation services that support the improvement of products andudreceive information from customers. Call Centre operated as a scopeudof work undertaken by a number of agent or costumerudrepresentative. Now many companies abroad to develop Call Centreudassociated with computers and LAN networks. This technology isudcalled VoIP network (Voice over Internet Protocol).udIn this final project created a system that can distributesudincoming call from a customer to call center. This system willudaccommodate all the incoming phone call into an IP PBX server. Inudthe IP PBX IVR servers have features that will answer the calludautomatically and features advance call distributions that willuddistribute calls to active agents.udFrom the result of this final project, IVR system has workedudwell, where average execution time in accessing a menu option is 4-ud5 seconds. To access the information services provided takes 7-8udseconds. In the implementation of ACD system with four methodsudobtained the average execution time - the average for each method isudRound Robin method at 7:45 seconds, Fewest Calls methodudamounting to 2.2 seconds, Round Robin Memor method for 6.8udseconds and the last method Least Recent for 2 seconds. Of the fourudmethods of ACD, Least Recent method has the fastest executionudtime than the other methods. Test results obtained by 60% ofudrespondents gave a good assessment for the system that has beenudbuilt and as many as 30% of respondents choose Least Recentudmethod as the best method it can be applied in Call Center.udKeywords: Asterisk, IVR, ACD, Roundrobin, Fewest Calls, RoundudRobin Memory, Least Recent