"Diseño e implementación de una plataforma de telefonía IP e IVR, incluyendo desarrollo de software para marcación predictiva y gestión de casos para el Callcenter bajo Open Source, con reportería desarrollada bajo QLINKVIEW para la empresa ZEEUZ".

Abstract

This Project presents the design and implementation of a telephony platform about IP and IVR, including development of the software to predictive dialing and case management for a call center under Open Source, reportage developed under Qlikview for the ZEEUZ Company. In the first chapter there are exposed different introductory aspects to the development of the project, for example: background, justification, completed goals with a description to the company to begin to determine the general and specific needs of the ZEEUZ Company. The second chapter shows the description of VoIP technology, its main characteristics, operation, and transmission protocols for this technology. Additionally, this chapter shows the Asterisk structure and how organizes the data networks to guarantee the quality of the services within the network. In the third chapter there is the design of the posed solution, the different technologies that will be used and the structure of IVR for the ZEEUZ Company. The fourth chapter presents the installations of the software with the descriptions that allow install the predictive dialing and the softphone. In the chapter five, functioning tests will be made and system reports with Qlikview. Finally, in the sixth chapter will be performed the analysis of the project according to economic feasibility, technical and operation. This analysis will allow observe the project viability.