OpenACD is an opensource project aimed at providing a distributed, fault tolerant contact/call center platform. It's implemented in Erlang, uses Dojo for its web UI and integrates tightly with FreeSWITCH for its VoIP components. The sister project gen_smtp is used for email support.
- Skill based routing
- Priority and unified queueing
- Web-based administration and agent interaction
- Supervisory drag and drop interface for managing agents/call flow
- Support for handling voice calls (inbound and outbound), voicemails and emails
- Detailed CDRs and agent state recording
Development is sponsored by Fused Solutions and the 2 main developers are:
Other contributions are welcome.
You can also (possibly) get help on IRC via #openacd on FreeNode.
A mailinglist also exists at http://groups.google.com/group/openacd/
If you'd like to contribute - simply make a fork on github, and once you've got some changes you like reviewed, send a pull request or email to either of the main developers. We'll review the changes and either include them or let you know why not. Also feel free to contribute documentation, translations or report bugs.
The project is approaching a 1.0 release (which indicates that Fused Solutions will be able to use it internally). We expect to have the 1.0 milestone reached by late March 2010. After 1.0 we intend to add more features such as chat support and the ability for an agent to handle more than one email/chat simultaneously.
More information can be found on the github wiki. Please feel free to contribute additional information on the wiki if you have it.