Asterisk and Radio Over IP Integration at Voice Communication System Air Traffic Control

Method for Optimizing Incident Handling Process for Telephony Outsourcing Companies

“…At this stage, a module "incident attention module" is developed using the following programming languages: PHP with its PHP-LDAP functions [17], [34], and the configuration of the Asterisk DialPlan using the Script language [11], [13], [32], while configuring the IVR options structure [17], [11] in the PBX. Therefore, the developed system was integrated with a text message API; this to send an SMS of the new key to users who need to modify their network key.…”

“…In this context, reports of common and repetitive incidents with respect to users have been identified, such as the unlocking of accounts and the change of network keys, whose attention and waiting time generates delays in the attention of other incidents, such as corporate mail problems, application errors, and configuration changes among others [1]. This causes an increase in queue calls, which has generated an excessive demand for time in the attention of incidents of users of the active directory (AD) in the outsourcing service desk [13].…”

“…One of the main reasons why this problem is generated is because the process of attention to incidents of LDAP users is not automated [14], [15] in the outsourcing company of voice over IP communication [13], [16]. Currently, these attentions have been carried out manually by the agents.…”

“…Therefore, it is necessary to optimize the process in such a way that automated operations can be carried out [14], [15], unlocking accounts or changing network keys. The use of programming languages such as PHP and the use of libraries such as php-agi [17] and php-ldap, can facilitate integrations between an IP PBX [13], [16], [5] and an AD, which most companies have implemented [9].…”