Bill Campbell

The Dream Machine- Skype for Call Centers

September 8, 2006 10:46 AM

Topics: Business | Developers | Products | Skype Partner Watch | Skype杂志 | Technology | ebay | skype | skypejournal | voip

Skype Journal Exclusive

The marriage of Skype and Asterisk technologies has been a long-time dream for many business owners who love Skype. The time for dreaming is over. You can now deploy.

Canadian Call Center Pioneer Pika Technologies, Inc announced today a seamless, scalable connection between Skype and Asterisk. "This is not a trick-based solution around Call Forwarding a Skype Client," David Clarke, the Pika's BusDev guy tells me.


diagram of Pika's Asterisk to Skype integration for call centers

David has led this exciting project since its inception back in the spring of this year.

Once a call from Skype is terminated on an Asterisk machine then the business and Call Center markets should blossom for Skype. Pika's technology will boost Skype's user base in North America. Terminating Skype calls on a PBX (Asterisk or whatever) is not new. VoSky Exchange, Spintronics, ZipCom and Skype2PBX all do this. But David tells me "these USB-based interfaces are limited in functionality and are not scalable."

I asked, "David, Skype users cannot buy a SkypeIn number in Canada. Can your technology help a business who needs that capability?"

"Yes, Bill, it can. It is simply a matter of purchasing a Direct Inward Dialing number (DID). That will terminate to the Asterisk Call Center Server and Asterisk will transfer it to your SkypeID without incurring a SkypeOut charge. Remember Bill, we can even terminate SIP numbers to a Skype Client."

"We will be at the VON Fall conference in Boston next week. Our technology goes live on our Web site later today so Skype Users can reach us on Skype. We are looking for companies who have deployed Asterisk to do beta-trails with us. We will ship product in November."

"You sound excited David." "You bet I am Bill. Around our office I refer to what we are doing as a mash up of Skype and Asterisk technologies. It is exciting because it takes Skype users anywhere they want to go and back. SIP, Analog and digital PSTN without incurring SkypeOut minutes, and does so without affecting audio quality due to issues such as latency, etc. Our AllOnHost™ voice processing technology is for businesses, this is for Call Centers, this is business class product.

The beauty of our product is it saves our customers money and it makes it more convenient for them to contact us. This game is all about the customer."

Thanks David, it looks like you've got a breakthrough technology. Thanks for sharing it with me and our readers. No more dreaming about when we will get Call Center functionality for Skype. It's here. And love your price point. $35 per port. Smart. Cheaper than a USB Adapter! All I can say is wow!


Addendum
While I was writing the story David was deploying their product inside Pika.

I got this Chat Message from David on Skype: "for interest sake would you like to test the live system? go to www.pikatech.com. it should be fairly intuitive to use. when you hit our auto attendant my extension is 1052"

I clicked his link and...

Pikatest.jpg

Clicked the call button, listened to the Auto Call Attendant, entered the 1052 extention, and David answers, "Bill you are the first to test our system." Lucky me, the voice quality was the Skype perfection I am used too; lucky David. (Grin)

Try it. Give David a call.




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Comments

Posted by: MuppetMaster at September 8, 2006 1:37 PM

I try to email their 'sales@pikatechnologies.com' for more details and I get:

---
This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

removedtoprotectprivacy@ottawa.kanatek.ca
retry time not reached for any host after a long failure period

------ This is a copy of the message, including all the headers. ------
---

They really know communications!!! While awesome at Asterisk stuff, email seems to escape them...

Posted by: tropicaljantie | jan geirnaert at September 8, 2006 11:47 PM

Looking forward to see this technology arriving in South-East-Asia via the right distribution and added value resellers.

gr. www.skype-watch.com

Posted by: transtech at September 9, 2006 3:13 AM

I think Skype-to-SIP is much attractive.

http://www.nch.com.au/skypetosip/index.html
+
SIP server
or
Asterisk/SIP server

These combination would be easier.

Should I pay anything?
I do not think so.

Posted by: joffrey at September 12, 2006 7:23 AM

@transtech: This software solution is not so reliable as it says. Have you tried it ? I can't see any call center integration possible through this soft... as only one call at a time can be forwarded.
Maybe with virtualization, but will be money consuming

Posted by: transtech at September 12, 2006 8:15 PM

Using SIP sever, you can do HUGE SIP calls.
The PC Clients only need to install Skypetosip SW.
Every agents in the Call Center can easily use skype to connect to SIP server and make any SIP call.
To accept SIP calls, Asterisk+SIP server can handle all call-management.
I think the architecture is much better and easier.

Posted by: dennis at October 6, 2006 5:13 PM

There is a much better solution alternative to Skype and its called Damaka (www.damaka.com). They advertise that they can do all that Skype can do and even more like H.264 video and desktop sharing strictly peer to peer WITHOUT any servers in the middle and without any SUPERNODES in the middle.

It seems like it can do IM, email, audio calls, audio conference, H.263 and H.264 video, video conference, multiple lines, music on hold, voice mail, file sharing and now DESKTOP SHARING all end to end encrypted using TLS and sRTP and strictly using peer to peer via SIP.

Check it out: www.damaka.com

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