Operating Model

The Issabel Contact Center is a module installed on an existing Issabel implementation, specifically on the IssabelPBX module, which handles telephony infrastructure and prior functions. The Contact Center is not a standalone solution, but an extension that provides additional capabilities for managing multichannel contact operations.

1. General Architecture

The Issabel Contact Center is built on the Asterisk engine and connects to the telephony infrastructure via Issabel PBX.

• Multichannel Behavior: The system manages communications across various channels such as telephony, WhatsApp, Telegram, SMS, and web chat. Although the licenses are described as 'omnichannel,' the actual behavior is more accurately described as multichannel, as not all channels are fully connected to each other. However, telephony and WhatsApp interactions can be linked to a customer's profile.
• Data Layer: Centralized storage of call data, logs, and reports. This layer is managed by Issabel, considering the multichannel characteristics mentioned above.

2. Workflow Management

The Issabel Contact Center supports both inbound and outbound campaigns with customizable workflows:

• Inbound Campaigns: Incoming calls and multichannel requests are managed through the unified interface, allowing agents to handle all types of inquiries.
• Outbound Campaigns: Agents manage calls through different dialing modes, enabling smooth and optimized operation for each type of campaign.

3. Roles and Responsibilities

Role assignment in the Contact Center is managed by the system administrator.

• Agents: These licenses can be assigned to both agents and supervisors. The administrator has the ability to create users with the necessary permissions to act as supervisors or agents, or even both roles simultaneously.
• Administrators: This role has access to both the Contact Center and the full Issabel system, managing the configuration and administration of users and permissions.

4. Integration Capabilities

The Issabel Contact Center has the potential to integrate with other systems via its API. However, many integrations depend on third-party APIs.

• CRMs: Today, many CRM integrations depend on the openness of their APIs. In the past, integrations with CRMs were facilitated by URL variables that queried customer information based on their phone number, but this practice has been limited by CRMs themselves.
• AI and Chatbots: Issabel integrates with OpenAI for chatbots, enhancing the efficiency of customer interactions.

5. Scalability and Availability

• High availability (HA): High availability (HA) is primarily applicable applicable when the system is hosted in the Issabel cloud.
• Private Clouds: In this scenario, the responsibility for implementing HA lies with the client or partner, and it should be noted that a high availability environment that includes an additional server requires licenses on both the primary and secondary servers.

6. Incident Management and Business Continuity

Incident management and business continuity are covered when the system is hosted in the Issabel cloud. For private cloud or on-premise deployments, the partner and the customer are responsible.

• Issabel Network: This is a useful tool for maintaining backups of certain Issabel functionalities. For larger backups, such as call histories and recordings, it is recommended that the partner design a backup strategy outside of Issabel.

7. Update and Maintenance Process

Automatic Updates and Scheduled Maintenance

• These services are available exclusively in the Issabel Cloud, simplifying the application of security patches and new features.
• Issabel oversees version management and software monitoring.

Private Clouds and On-Premise

• Partners can request professional assistance from Issabel on a scheduled basis if needed.
• In general, partners are expected to administer and maintain their own servers, including:
  • System and package updates.
  • Asterisk and Issabel component updates.
  • Log monitoring and performance reporting.
  • Regular backups and verification of data restoration.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com