Asterisk-Based Contact Center Solutions

Flexible inbound, outbound and AI-assisted customer engagement for modern businesses

Contact Center Platform & Managed Services

Onexa Global delivers Asterisk-based contact center solutions together with managed customer-engagement services for organisations that need reliable inbound support, outbound campaigns, remote agents and advanced call handling.

Our solutions can combine human agents, intelligent routing, call recording, reporting, CRM integration, AI voice agents and custom workflows in a single flexible platform. We also provide multilingual operations in Sinhala, Tamil and English.

Request a Contact Center Consultation

Inbound Contact Center

Route every call efficiently and give customers a consistent experience.

Automatic Call Distribution

Agent queues and ACD
Skills-based routing
Priority and VIP routing
Round-robin and least-recent agent strategies
Queue overflow and fallback routing

IVR & Self-Service

Multi-level IVR menus
Multilingual prompts
Customer self-service workflows
Account / reference number collection
Business-hours and holiday routing

Queue Experience

Estimated wait-time announcements
Queue position announcements
Music on hold
Custom information messages
Callback request workflows

Agent & Supervisor Tools

Give agents the tools they need while supervisors maintain visibility and control.

Agent Management

Agent login / logout
Pause and break codes
Dynamic and fixed agents
Multi-queue membership
Remote and work-from-home agents

Supervisor Controls

Live queue monitoring
Call listen / monitor
Whisper coaching
Barge-in where authorised
Agent and queue status visibility

Wallboards & Dashboards

Calls waiting
Longest waiting call
Agent availability
Answered / abandoned calls
Service-level and queue KPIs

Recording, QA & Compliance

Support quality assurance, training, dispute handling and operational review.

Call Recording

Automatic inbound / outbound recording
On-demand recording
Agent and queue-based recording rules
Secure playback and retrieval
Configurable retention policies

Quality Assurance

Call-review workflows
Quality scoring forms
Reviewer assignment
Supervisor review and escalation
Agent coaching workflows

Controlled Access

Role-based access
Recording access control
Audit trails
Data-retention controls
Secure administrative access

Outbound Campaigns & Dialing

Run structured outbound operations for sales, reminders, collections, surveys and customer follow-ups.

Outbound Campaigns

Campaign contact lists
Agent-assisted outbound calling
Scheduled call attempts
Retry and disposition logic
Campaign-level caller ID control

Dialing Strategies

Preview dialing
Progressive dialing
Power-dial workflows
Custom dialer integration
Automated reminder calling

Campaign Controls

Calling-hour restrictions
Timezone-aware schedules
Blacklist / do-not-call lists
Retry limits
Custom campaign routing rules

Reporting & Analytics

Measure contact-center performance using detailed call and agent information.

Operational Reporting

Call Detail Records (CDR)
Answered and abandoned calls
Average speed of answer
Average handling time
Queue wait time
Service-level performance
Agent login and talk-time reports

Custom Reporting

Department and campaign reports
Agent productivity reports
Hourly / daily / monthly trends
CSV / spreadsheet exports
Custom web dashboards
Integration with BI platforms
Scheduled management reports

CRM, API & Business Integration

Connect the contact center with customer information and business workflows.

CRM Integration

Caller-based customer lookup
Screen-pop functionality
Click-to-call
Call activity logging
Customer-history integration

API Integration

Custom REST APIs
Real-time call events
Agent / extension provisioning
Webhooks and workflow triggers
Third-party application integration

Telephony Integration

SIP trunk integration
Existing PBX interconnection
Multi-site deployment
Softphones and SIP endpoints
Remote-agent connectivity

AI Voice Agents & Automation

Combine traditional contact-center workflows with intelligent voice automation.

AI Voice Agent Integration

Automated customer conversations
Intent recognition
Natural-language call handling
Customer-data lookup through APIs
Transfer to human agents when required
High-volume automated call handling

Intelligent Automation

AI-assisted IVR workflows
Automated reminders and notifications
Information and status enquiries
Survey and feedback calls
Custom voice applications
Integration with external AI platforms

Additional Contact Center Features

A flexible Asterisk-based architecture allows Onexa Global to build specialised contact-center workflows around your operational requirements.

Multiple inbound numbers and DIDs
Department-based routing
Priority customers and VIP queues
Caller blacklist / whitelist controls
Customer callback scheduling
Custom disposition codes
Agent pause / reason codes
Wrap-up / after-call work time
Call transfer and conference
Supervisor escalation workflows
Multilingual queues
Custom announcements
Queue overflow to alternate sites
After-hours routing
Emergency / business-continuity routing
Customer satisfaction surveys
SMS / notification integration via external services
Custom web agent applications
Wallboard displays
Custom billing / charging integration

Security, Availability & Scalability

Designed to support business-critical customer operations.

Security

Firewall and access-control policies
Fail2ban and intrusion mitigation
Secure administration
TLS / SRTP support where required
Role-based application access

Resilience

Primary / standby architecture
SIP trunk failover
Alternate call routing
Backup and recovery planning
Operational monitoring and alerts

Scalability

Add agents as demand grows
Support distributed teams
Multiple departments and queues
Multi-site architecture
Cloud, on-premises or hybrid deployment

Managed Contact Center Outsourcing

Need people as well as technology? Onexa Global can also support managed inbound and outbound customer-engagement operations.

Inbound Support

Customer service, helpdesk, information lines and general enquiry handling.

Outbound Services

Follow-ups, reminders, surveys, lead qualification and campaign calling.

Multilingual Agents

Customer engagement in Sinhala, Tamil and English.

QA & SLA Management

Defined service levels, quality monitoring and performance reporting.

Build a smarter contact center

Talk to Onexa Global about an Asterisk-based contact center platform, managed outsourcing service, or a combined solution tailored to your operation.

Request a Consultation

Available capabilities depend on the selected architecture, integrations, carrier services and any third-party components used within the solution.

Related Services

Hosted PBX solutions · Voice, API & UC development · Managed ICT support