Projects
Penguin PBX provides turnkey solutions but can also take your specialized project from the initial planning stages, through complete implementation and custom development, to long-term maintenance and hosting of the production system.
Previous Project Highlights
- Hosted Interactive Voice Respone (IVR) application for small business with multiple offices in the region but need for one point of toll free contact for newspaper, blog, radio and television advertising. Based on their location, and following a brief prompt, customers enter the appropriate extension to patch through their call to the nearest office. After the call completes, a recorded copy of the conversation is emailed as an MP3 attachment to the regional manager.
- Office-less call center to handle concert ticket sales queue for general public purchase with connected agents remotely receiving customer calls on their mobile phones. While waiting their turn in the order of calls received, customers are treated to warm and friendly Music On Hold (MOH). Transparent to all users is seamless load balancng between multiple servers. Detailed web-based reporting interface provided to the virtual call center's managers, including near real time queue status, using PHP and PostgreSQL.
- Tied in Jabber interface for Instant Messenger (IM) based call control for deaf call center agents and supervisors; including dial by name or number, hold, transfer, disconnect, redial, sending digits, and other common PBX functionality. Supervisor access allowed seeing in Pidgin IM window all online agents under their company division along with their current call connection status, as well as providing call control to listen in on or interrupt the agents' calls as needed.
- Customer Relations Management (CRM) solution developed with PgAccess & PostgreSQL, integrating cross-platform full call recording and playback for each customer account. Call center supervisor staff search for the customer phone number and hit the "play" button to listen to previous care calls while they review the account details. Long term storage of recordings in encrypted format using one public key and multiple disposable private keys. Also included custom developed outbound predictive dialer as Asterisk core module res_shadydial.c and associated administrator tools.
- Distributed punch clock IVR system for employees to log in and out of work shifts at store locations across the United States, with full Call Detail Records (CDRs) of each shift change and lunch break updates propagated to a third-party web application running on OpenACS. Dynamic Text To Speech (TTS) announcements of store locations and employee names help ensure accurate telephone data entry.
- Advanced Quality Of Service (QOS) and other monitoring tools for Quintum switches utilizing Tcl/Tk and Expect interfaces for database report generation and Graphical User Interface (GUI) displays, including postpaid operations and prepaid calling card accounting with FreeRADIUS.
- TclMyAst, a Tcl program interface to all of the Asterisk version 1.2 manager commands. It talks to your PBX over the network to do stuff like transfer calls, check queue statistics, and capture CDRs. Download the current version TclMyAst v1.0 (formerly astman.tcl) and check out the screenshots. (Improvements for Asterisk 1.6 are pending.)
- Adapted Asterisk software-based Digital Signal Processor (DSP) to support answer detection for client's route in the country of Honduras over poor quality lines. The patch involved creating buckets of sound during call setup to collect a running average of what silence sounds like on the noisy lines, and then trigger an answer when the line energy significantly deviates from the established background hum. Download the patch.
- Created numerous IP phone XHTML applications, including some publicly available for Polycom microbrowser access that integrate with local SQL databases and third-party sites like public LDAP servers, XML APIs from WhitePages.com and images from Kitco.com. Navigate to them by setting your Polycom IP phone (tested: Polycom SoundPoint 320 and 550) "server.cfg" file as follows:
