QueueMetrics-Live Dixit

GITEX Technology Week is a must-attend event located in Dubai. For 37 years, visionaries and tech pioneers have been descending on Dubai to witness the technology that has inspired generations and innovations that are set to change the world of technology.

Loway will present the new call center management software lineup at DVCOM Technology booth.

Meet DVCOM team at booth Z-C10, where they will guide you through the new features of the Loway call-center solutions family and introduce you to the release 17.06 of QueueMetrics and the new predictive dialer WombatDialer.

For more information visit Loway website at www.loway.ch/press-releases.jsp.

The QueueMetrics call center suite collects Asterisk PBX data generating real time and historical reports for over 180 metrics, covering all the key categories of contact centre professional management.

The solution is available in cloud or on premise version and comes with an integrated WebRTC softphone.

Discover how to set up the QueueMetrics' WebRTC softphone in this brand new tutorial by Loway.

Read the full tutorial at QueueMetrics official blog: www.queuemetrics.com/blog.

In this case history, Xin Ye, Managing Director of OCO InfoComm, tells us about his experience using QueueMetrics in order to implement a complex and stable IVR for a government company.

This project would not have been possible without OCO extensive experience with Asterisk and the stability of the platform provided by QueueMetrics call center suite.

Read the full case history at www.queuemetrics.com/blog.

Andres Maduro is the founder of Equipos Telemo, a major IT Venezuelan company, specialized in PBX systems based on Asterisk, custom built IVR systems and call centers integration.

Andres is currently working with Telemo on mobile App development with more than 4 years of experience in Virtual Reality and Augmented Reality solutions as well as design of hardware PCBs to integrate sensors with small computer systems like the Raspberry Pi.

In this new interview with Loway, he discusses present and future of Asterisk call center industry, his QueueMetrics experience and interesting call center best practices.

Read the full interview at Loway call center guru blog: www.loway.ch/asterisk-callcenter-interviews.

Celebrating its 14th year, AstriCon is the longest-running event devoted to all things Asterisk, a free and open source framework for building communications applications that is downloaded nearly 2 million times per year.

This year AstriCon will be held October 3 - 5 at the Omni Orlando Resort at ChampionsGate.

Find the Loway team at booth number 20. There you will experience the 2017 software lineup with call center management solutions both on premise and cloud, and outbound campaigns management tools, like the new WombatDialer predictive dialer.

The new QueueMetrics 17.06 introduces several new features such as a professional "Wallboard editor" that lets you create powerful personalized wallboards to get a real time overview of the state of the contact centre, richer configuration editors, several new reports for supervisors and much more.

Attendees will also receive free full-featured trial versions of all the presented products and dedicated promotions for any purchase.

For more information visit www.queuemetrics.com/astricon.jsp.

Boost your call-center productivity with the next generation predictive dialer for Asterisk.
WombatDialer is highly scalable, multi-server, easy-to-use and works with your existing PBX.

Used in thousands of contact centers worldwide, it offers a broad range of integrated services and features including:

- Telecasting, telemarketing, voice conferencing and phone interviews
- Automated installation
- High scalability from one to hundreds outbound lines on multiple servers
- Multiple prioritized campaigns in parallel capacity
- Strong real-time monitoring capabilities
- Provides a set of "building blocks" so you can create custom-tailored solutions
- Free e-mail customers support within the license duration period
- Free product updates within the license duration period

And much more...

Begin your free trial today, 30 days full featured new version of WombatDialer available: Free Trial.

Xin Ye is the Managing Director of OCO InfoComm, a major Singapore based company, specialized in IP PBX and Call Center solutions.
He has been working with Asterisk phone systems for more than 10 years and has 15 years working experience in IT infrastructure.

In this brand new interview by Loway, he talks about present and future of call centers based on Asterisk technology, his QueueMetrics experience, successful Asterisk integration advantages and call center best practices.

Read the full interview at Loway call center blog.

QueueMetrics is a highly scalable monitoring and reporting suite for Asterisk PBX that addresses the needs of thousands of contact centers worldwide.

Discover how with a small budget investment you can manage everything happens in your call center with

- Over 180 metrics for calls, traffic, sessions
- Single and multiple reporting for queues/campaigns
- Weekly activity breakdown in days, hours
- Business targets against SLAs measurement
- Staff performance on ACD/non­ACD activities measurement
- Customizable QA forms for live/recorded call grading
- Detailed real­time activity reporting with definable alarms
- Listen to live calls remotely
- Real­time Wallboard mode
- Innovative and minimalistic interface where agents can operate all their call-center functions with only one icon.

And much more...

Begin your free trial today, 30 days full featured new version available: QueueMetrics Trial.

Our offices will be closed August 15 for national holidays.
Loway will be open normally from August 16.

If you need assistance during that time you can send us an email at support@loway.ch , we will try to answer your questions in time.

Greetings.

Loway Staff.

If you run a callcenter, serving clients in a timely way is often complex, as it requires having enough people available to handle traffic spikes.
The number of callers that disconnect because they have been waiting too long in a queue is an important driver of the quality of your service, and frustrated callers are one of the most important focusses of your improving efforts.

This Asterisk PBX call-center management tutorial let's you improve the services you are offering by adding an automated call-back option, so that you search the logs of lost calls and actively schedule recalls on them in order to get back to people who hung up in frustration.

Read the tutorial at WombatDialer Blog.

QueueMetrics call center suite generates analytical and historical reports collecting data from your Asterisk PBX. It covers all the key categories required for an effective call center management.
This second part of the QA tutorial covers the main aspects of the grading process and performance tracking for advanced Quality Assessment management.

Read part 2 of the tutorial at QueueMetrics Blog.

The QueueMetrics call center suite collects Asterisk PBX data and generates analytical reports for over 180 metrics, covering key categories of call center management: reporting, supervising, agent page and quality assessment.
This hands-on tutorial in 2 parts shows you how to get started with the QueueMetrics Quality Assessment (QA) module.

Read part 1 of the tutorial at QueueMetrics Blog.

Our offices will be closed the 1st of August for national holidays.
Loway will be open normally from Wednesday August 2.

If you need assistance during that time you can send us an email at support@loway.ch , we will try to answer your questions in time.

Greetings.

Loway Staff.

Our financial offices will be closed from the 31st of July up to 15th of August.
Finance will be open normally from Wednesday August 16.
If you need assistance during that time you can send us an email at sales@loway.ch , we will support you with all sales and purchase processes.

Thank you.

Loway Staff.

You are not alone with your daily Asterisk call center management!

You can benefit from the performance analysis provided by QueueMetrics call center management suite for Asterisk based PBXs.
It helps thousands of worldwide call-center professionals and customers have pleasant, effective experiences while solving issues, also boosting your consumer's confidence and company's reputation.
With QueueMetrics you have free e-mail support by an experienced team of engineers and a big online community providing daily help, discussions and suggestions for your business improvement.

Follow our weekly updated tutorial and presentation channel on QueueMetrics Slideshare.

QueueMetrics suite 17.06 introduces new functionalities with a major evolution in the way you supervise your contact centre on a daily basis:

- The Wallboard editor lets you create your personalized and customizable wallboards to get a clean overview of the current state of your call-center.
- The DirectAMI mode makes the interaction with your PBX quicker and snappier, without editing any dial-plan code.
- The Synchronizer makes it easier than ever to keep your QueueMetrics instance in sync with your PBX.

Many low-level components (JDK, drivers, the Uniloader) were upgraded to make QueueMetrics future-proof and it is now possible to log in using e-mails instead of standard agent codes. Configuration editors are richer, easier to use and fully localized and two new reports were added: "Counting calls by skills" and "Talk time per hour".

30 days full featured free test.

WombatDialer is a stand-alone call center predictive dialer software for message broadcasting but it was built to integrate easily with QueueMetrics, premier call-center monitoring and reporting suite for Asterisk PBX.

WombatDialer and QueueMetrics integration can result in a top noch very powerful call-center solution:

- WombatDialer is able to use a Queue as and end-point in order to connect calls to a set of agents
- QueueMetrics is able to monitor extensively the queue and provides an innovative easy to use agent interface that works well with WombatDialer.

Read more HERE.

Discover the best practises you need to manage effectively your Asterisk call center with QueueMetrics and WombatDialer software.
Check the official Loway Video Channel:

www.youtube.com/QueueMetrics.

Join one of the best support communities in the Asterisk callcenter industry.

Our Customer Care helps you get the most value from any Loway contact-centre solution.
Forums, video tutorials, live training courses, ebooks, webinars and much more.

Discover more HERE.

QueueMetrics Asterisk callcenter suite 17.06 introduces brand new functionalities and reports.

The Talk time per hour report breaks down all the agents' talk times in one-hour long timeslots.
The information is grouped by agent, so you can keep track of how many minutes or hours of conversation your agents are having daily, across a given period of time.

Discover QueueMetrics 17.06 today with a trial or webinar!

Download or upgrade HERE.

QueueMetrics 17.06 introduces new functionalities, bugs corrections and new reports.

The new report "Counting calls by skills" is now available to count how many calls were received having a specified skill set required.
This lets you see how multiple skill sets interact with each other, and the SLA results.

Discover QueueMetrics 17.06 now!

Download or upgrade HERE.

Version 17.06 introduces some major new functionalities, bugs corrections and new reports.

The Synchronizer module is a functionality which goal is to assist the user in configuring QueueMetrics' queues and agents.

It reads a QueueMetrics defined source and current configuration; compares the two and generates a list of changes that, if executed, will upgrade the system. Then it displays these actions to the user, who can review them.

It also allows you to post the required single JSON object, and therefore to synchronize QueueMetrics in one single step.

Discover QueueMetrics 17.06 now!

Download or upgrade HERE.

With QueueMetrics suite for Asterisk call center management you can create custom wallboards dragging and dropping components, changing colors, size and adding alarms. Wallboards are made up of multiple views that can rotate periodically.

Learn how to easily create effective wallboards for your daily call center management.

Watch the tutorial HERE.

QueueMetrics 17.06 introduces some major new functionalities, bugs corrections and reports.

QueueMetrics used to need a special dial-plan included in order to log in/on and off queues, setting pauses and monitoring calls.
QueueMetrics 17.06 is now able to connect directly to your PBX in order to perform those actions.

The new DirectAMI mode is enabled by default on new installations, and can be easily turned on for existing systems.

Discover QueueMetrics 17.06 now!

Download or upgrade HERE

With QueueMetrics suite for Asterisk 17.06 you can create custom wallboards dragging and dropping graphical components, changing colors, size and adding custom alarms.
Wallboards are made up of multiple views that rotate periodically and run in kiosk mode.

Learn how to quickly create effective and powerful wallboards for your daily call center management.

Read the tutorial HERE.

Welcome to the wallboards!

With the new version of QueueMetrics you can create custom wallboards dragging and dropping graphical components on a canvas.
You can change colors, size and add custom alarms to them.

Wallboards are made up of multiple views that will rotate periodically.
You can have multiple wallboards in a system that can be shared between users or run automatically through a single URL to power "kiosks" that run without human interaction.

Discover QueueMetrics 17.06 now!

Download or upgrade your QueueMetrics HERE.

Loway is glad to announce a new version of its worldwide renowned monitoring and reporting suite QueueMetrics.
Release 17.06 introduces major new features and represents a significant evolution of the way you interact with the software suite on a daily basis and over 70 bugs has been fixed since version 16.09.

New features include a “Wallboard editor” that lets you create customizable wallboards to get a real time overview of the state of the call center and a DirectAMI mode that makes the interaction with the PBX quicker without editing any dial-plan code.

The new “Synchronizer” makes it easier than ever to keep QueueMetrics instance in sync with the PBX and agents can now use their e-mail to log in.

Configuration editors are richer and easier to use and fully localized and the new reports "counting calls by skills" and "talk time per hour" are available to supervisors.

The new QueueMetrics supports Asterisk 13 and 14, as well as any previous Asterisk version and all its major distributions.

For more information about QueueMetrics 17.06 visit the official release notes page HERE.

To download or upgrade visit: https://www.queuemetrics.com/download.jsp.

Discover how to measure, manage and supervise everything in your Asterisk call center with QueueMetrics suite.

Our experts will guide you through agent productivity improvements, targets measurements, conversion rates, campaign statistics and much more with the simple easy to use interface of the new QueueMetrics.

Register HERE for the Thursday live webinar.

Discover how WombatDialer, predictive dialer for Asterisk, determines available agents and channels on a given queue. Boost your outbound campaigns efficiency and management.

Read the full tutorial HERE.

David Puckett, Product Line Manager at Yeastar, talks about present and future of call centers based on Asterisk technology, S-Series integration advantages and best practice in this brand new interview on Loway call center Guru blog.

Read the full interview HERE.

QueueMetrics-Live call-center suite, is now fully integrated with the Yeastar S-Series VoIP PBX.

This provides professionals with a top notch solution for monitoring everything that happens in their call center, turning S-Series VoIP PBX into a 360 degrees call centre platform. www.queuemetrics.com identifies trends and analyses metrics in a VoIP network with complete stats reporting, queue management, call tracking and advanced monitoring features.

Read more HERE.

Learn how to create a simple and effective outbound telemarketing campaign, for found rising, using Loway WombatDialer for Asterisk PBX.

Read the full tutorial HERE.

Our offices will be closed the 1st of May, for the Labour Day.

Loway will be open normally from the 2nd of May.

If you need assistance during that time you can send us an email at support@loway.ch ,we will try to answer your questions in time, but please note we are working reduced hours over the holidays so it might take a little longer than usual.

Loway Staff.

If call center customers were annoyed with your IVR/Call Flow, and were so motivated to hang up out of frustration and call your competitor – wouldn’t you rather know about it, rather than ignore it?
Discover how to make it as easy as possible for your customers to transact with you in this new article by "The IVR Voice" Allison Smith.

Read the article HERE.

New behind the scenes at Loway blog article: how Clojure log parsing helps QueueMetrics Live cloud service stay up at all times.

Read it HERE.

Mark Barry Founder of Exabar and call-center guru speaks about the Asterisk call-center industry present and future.
Among experts that contributed to Loway's blog project are some of the most prominent call-center analysts of this market.
Here are highlighted predictions of people most deeply involved in shaping the industry present and future.

Read the full interview HERE.

Why do you need Music-on-Hold tracking?

Because this is an important proxy of the quality of your service.
Time on-hold is a symptom of issues in daily handling calls.

QueueMetrics software provides detailed metrics about time on hold using its next-generation data loader: Uniloader.
Uniloader replaced the classic qloader upload tool and includes some new features like Music on Hold tracking.

Read the full tutorial HERE.

Learn the essentials of WombatDialer predictive dialer for Asterisk PBX with Loway's new training courses.
Certification is included and the course is available in English or Spanish language.

The training is designed to guide you through creation of unlimited calling number campaigns with focus on practical knowledge for fully automated telecasting, reverse IVRs and classic, agent-based, outbound campaigns.

Some of the topics covered include:

• WombatDialer full features overview
• Administrative functionalities
• Operational functionalities
• Reporting functionalities
• API functionalities

With WombatDialer a call center company may optimize sales processes contacting prospects with precision and efficiency, reducing costs, driving agents productivity, and increasing customer satisfaction.

Learn about Loway's predictive dialer software:

• How does it work?
• Which are its main features?
• Common and less common applications
• See it in action
• Benefits for your call-center.

Find out how to create an outbound system that will not only connect to a list of numbers and handle common issues (busy calls, non-answers, etc) but also able to detect whether the callee actually confirms receipt of messages.
If they do, that's okay; if they don't, a new call is placed after a while by WombatDialer. Improve your IVRs' management with the new WombatDialer for Asterisk PBX.

Read the full tutorial HERE

A monitoring and reporting system is the most important component of any call center as well as performance measurement and customer satisfaction.
Monitoring, reporting and improving performances is the bread and butter of QueueMetrics call center suite for Asterisk.

Find out what QueueMetrics can do for your business development in this new article

Juan Luis Picazo, Micropyme's marketing director and co-founder, talks about present and future situation of Asterisk call center industry.

Read more in this new interview for Contact-Centre Gurus' blog by Loway

Modern contact centers shares challenges of big service providers.
Revenue must grow, quality improve, and efficiency reach top levels, while costs must be kept in solid control within very complex structures.

With Cloud Solutions, like QueueMetrics-Live, your company can achieve several strategic and economic advantages. Let's see how in this new article.

Read more HERE

Discover how to turn your Asterisk predictive dialer WombatDialer in a Social Media Dialer!

Track your company's success on social networks so every time someone befriends one of your clients WombatDialer tells them their current number of friends.
The message will be customized with a number of parameters, so that each client receives a personalized version and not just a pre-recorded note. The dialer calls them on-demand when something happens and handles reschedules internally.

Read the tutorial at WombatDialer blog

Loway celebrates the Release Anniversary of QueueMetrics-Live with a limited time promotion. Each new customer buying a subscription of QueueMetrics-Live receives one month bonus with 30 day money back guaranteed, plus a free installation and initial configuration of the system.

Read more at Anniversary Press-Release

Vladimir K. Dudchenko, SoftBCom Founder and call-center guru, speaks about the Russian contact-center market present and future, sharing his long term experience on IT infrastructure, applications performance management, security and communications with the readers.

Read this new interview by Loway at www.loway.ch/Asterisk-Guru-Blog

Your company’s IVR is actually the first line of service for your customers.
Discover key things to keep in mind to make sure your IVR conveys your company’s competency with this new article by Allison Smith.

Read more at www.queuemetrics.com/blog

QueueMetrics-Live monitoring and reporting solution for Asterisk PBX call-centers can be easily integrated with the major and most used Asterisk GUIs.
Learn how to obtain a free evaluation of QueueMetrics-Live, connect your cloud suite to FreePBX and set up the AMI connection for remote agent login management.

Watch it HERE

Discover how to implement an effective Answering Machine Detection in Asterisk, using Loway's predictive dialer: WombatDialer.
In this tutorial by Loway you will easily run a basic outbound campaign, in which you can plan to play a file and wait for the receiver’s acknowledgement.

Read more HERE

Predictive dialers are primary call-center tools because they reduce the agents required to handle the volume of outbound calls.
The new predictive WombatDialer benefits from many enhancements since release 16.06.

Discover what's new in the video presentation www.youtube.com/wombatvideo

Free Trial at www.wombatdialer.com/trial

Just one simple plan! Six Swiss Francs per agent per month. First month, installation and e-mail support free.
Maximize your Asterisk call-center productivity and experience the speed and simplicity of setting up a fully functional contact-center suite, tailored for your needs.

Right of cancellation is guaranteed.

The service includes:

• Nightly backups
• Data retention
• Automatic updates
• E-mail support

Discover ICON!

Using Icon, agents can operate all the Asterisk call-center functions with only one control panel.

www.youtube.com/QueueMetrics

Loway developed this agent page in order to provide users with the best usability combined with an innovative and minimalistic design.
Only one icon for the entire agent workday management!

Read more about Icon www.queuemetrics.com/icon

Try Free QueueMetrics and Icon www.queuemetrics.com/trial

Learn the essentials of QueueMetrics Asterisk Call-Center Suite with the new first steps video tutorial and become a QueueMetetrics expert with Loway's new training courses. Now in promotion at 50% discount!

Watch the "First Steps with QueueMetrics" video and learn the basic configuration steps after the first installation: www.youtube.com/QueueMetrics

• How to set up queues
• How to create users and agents
• Agent Page First Test

Our offices will be closed December the 8th for Holidays, we will try to answer your questions in time, but please note we are working reduced hours up to Tuesday so it might take a little longer than usual.

Season's Greetings.

Loway Staff

Predictive dialers are popular call center tools because they result in significant savings by reducing the number of agents required to handle a given volume of outbound calls. Every minute spent by an agent on tasks other than speaking with a live customer is inefficient.
Dialing numbers is time not spent handling support and potential customer calls. This makes dialers central tools for call center productivity enhancement.

The new Loway's predictive dialer benefits from a few enhancements, with its latest release: WombatDialer 16.06.
In this tutorial we cover how to use the new Live Real time panel, explaining how all it's features work.

Read more HERE

Try Free WombatDialer today: WombatDialer Trial

Measurement is the first step that leads to control and improvement. In the last ten years QueueMetrics set up modern standards in performance measurement and reporting for call centers based on Asterisk technology.

In this new video by Loway you will learn the basic configuration steps after QueueMetrics first installation.
How to set up queues, create users or agents and perform ICON Agent Page first test.

Watch the video now at www.youtube.com/QueueMetrics

Try QueueMetrics HERE and send us your precious feedbacks for improvements.

Experience the speed and simplicity of setting up a fully functional Elastix or FreePBX contact-center monitor, tailored for your needs.
In this video tutorial you will learn how to:

1. Obtain a free evaluation of QueueMetrics-Live
2. Connect your FreePBX or Elastix PBX (and any other RPM-based distro) to QueueMetrics-Live
3. Set up the AMI connection for remote agent login/pause/logoff

Interactive voice response systems (IVRs) are crucial for Loway call centers and sometimes an infamous pain point for customers. They often feel like the IVR was not designed for their benefit but for the company’s.

Discover how to identify IVR best practices in this new article signed by Allison Smith, professional IVR voice talent, who voiced platforms for Asterisk , Verizon, Qwest, Cingular, Bell Canada and Vonage among many others.

Read the full article HERE

Follow Allison at theivrvoice.com

Our offices will be closed tomorrow, November 1st.
For emergency support staff you can send us an email at support(at)loway.ch we will try to answer your questions as soon as possible, but please note we are working reduced hours over the holidays so it might take a little longer than usual.

Loway Staff

In this tutorial we want to implement an effective Answering Machine Detection in Asterisk, through our predictive dialer: WombatDialer.
We wait for the receiver’s acknowledgement (e.g. by pressing 1), and in case the receiver has an Answering Machine, a specific audio message, recorded by the machine, plays.

Read the full tutorial HERE

Learn everything about the most famous reporting suite for Asterisk call-centers with a 50% promotional discount.

Until the end of the year you have the unique opportunity to train and certify yourself or your team with our courses.

Save 50% off the standard price for our courses and certification program:

Go to Loway online shop and buy with 50% discount.

Learn the essentials of QueueMetrics from our professional instructors. They will teach you how to install, configure and get the best from the most powerful monitoring tool in the Asterisk call-center industry.

Certification is included, allowing you to bring a new skill set to your job profile.

QueueMetrics Training is an hands on online course with 16 chapters of different topics for approximately 4 hours of contents, plus a question-answer section.

Find all the details about the Training at the official page: www.queuemetrics.com/training

Loway have great pleasure in inviting you to GITEX 2016 edition for its professional call-centre solutions portfolio presentation.

GITEX is the annual consumer computer and electronics trade show, exhibition, and conference that takes place in Dubai, United Arab Emirates at the World Trade Centre. The GITEX Shopper and Consumer Electronics Expo attracts IT professionals, technology enthusiasts and consumers as well as traders from all over the world.

This year our official channel partner DVCOM Technology has worked to ensure a varied program of demonstrations and conferences about our new QueueMetrics call-center suite for Asterisk and our new predictive dialer: WombatDialer.

You will find the DVCOM team of experts at booth Z-C10, Zabeel Hall, World Trade Centre.

If you are looking for any information about GITEX please visit the official website at www.gitex.com

We look forward to seeing you there.

Loway is pleased to invite you to its new Workshop held during ElastixWorld 2016, the most famous event in Latin America dedicated to VOIP, Telephony and Unified Communications.

Francesco Prior, our LATAM Sales Representative, will guide you through the benefits of using a predictive dialer in your daily call-center management.
The Speech entitled "Dirty work? Leave it to a dialer" is scheduled for 12 o'clock, October 19th, in WorkShop Room number 4.

ElastixWorld event will be held on October 19th and 20th at Hotel Panamericano in Buenos Aires.

Contact our representative at e-mail address: francesco.prior@loway.ch in order to set up a sales meeting or for information about the Loway portfolio of software solutions for call-center.

Read more about ElastixWorld 2016 at www.elastixworld.com

The WebRTC project, which laid the cornerstone for browser to browser communications, has undergone a heavy development path.
This is also because of the privacy issues that had to be addressed. Now that these issues have been taken care of, WebRTC offers a stable and secure platform, supporting state of the art encryption standards and effortless communication with users.
In this tutorial we will guide you, step by step, in creating and setting up a secure Asterisk / QueueMetrics environment supporting WebRTC technology.

Read the tutorial HERE

The Loway team is pleased to announce the release of QueueMetrics 16.09.

QueueMetrics 16.09 is a significant release in several aspects. Most importantly it implements a new set of statistics to address tracking calls resolutions problems, programmable and customizable agent data blocks, improved agent's page and WebRTC soft phone. Loway developers also added an official Docker image and a new lighter, optimized loader called "Uniloader".

Read more HERE

Find out how the brand new "Dialer Status page" in WombatDialer 16.06 provides the user with more detailed information about the dialer status and synthetic information about Campaigns, Trunks, Endpoints, Agents and Waiting Calls.

Also the Controller Box on the home page has been simplified, and a substantial part of the information has migrated to the new status page.

Read more HERE

In the brand new video-tutorial from Loway Switzerland you will learn how to:

• Obtain a free evaluation of QueueMetrics-Live
• Install QueueMetrics-Live on your Yeastar U-series PBX
• Set up the AMI connection for remote agent login/pause/logoff

Loway announces that it has signed on to become Sponsor of AstriCon 2016, to be held in Glendale Arizona, from September 27-29.

Meet the Loway staff at booth 25, where expert engineers will guide you through the new features of the call-center solutions portfolio.
You will be introduced to the brand new QueueMetrics 16.09 release, and WombatDialer 16.06.

Read more HERE

This new tutorial details a simple setup to achieve an effective integration between our QueueMetrics call-center monitor for Asterisk and WombatDialer with your favorite Customer Relationship Management software.

Its goal is to setup QueueMetrics in such a way that, when performing outbound calls towards lead numbers downloaded from the CRM, it will automatically open the corresponding Lead page in it.

Read it full HERE

Anas ALHILAL, Regional Operations Manager at Lazada, speaks about the present market and community situation of Asterisk based call-centers.
He also gives an overview of his experience of Loway's new predictive dialer: WombatDialer.

Among professionals and tech gurus who contribute to Loway's blog are some of the most influential opinion leaders of this generation.
In these interviews they highlight predictions and analysis of people most involved in shaping the call-center industry present and future.

Read the full interview HERE

Loway, leading company dedicated to call-center monitoring solutions based on Asterisk PBX technology, announces its sponsorship of the ElastixWorld 2016, in Buenos Aires.

ElastixWorld will be held on October 19th and 20th at Hotel Panamericano.
It is by now an iconic event in Latin America and the only dedicated exclusively to voice over IP and telephony communication. This event was created in order to gather the VoIP community around the world, and includes professionals from other IT branches.

Discover more at official website

Bruce Kaskey, co-founder of OrecX company, speaks about the present and future of Asterisk call-centers.

Among the experts who contributed to Loway's blog are some of the most prominent analysts of this generation.
Here they highlight predictions of the people involved in shaping this industry future.

Read the full interview HERE

In an effort to ensure the best possible performance and live experience we are upgrading our systems.
Please be aware that the 2016-08-13 starting from 00:00 up to 04:00 UTC you may experience some temporary service interruption.

Loway IT Team

In this interesting article, published on OrecX Call-Center blog, Lorenzo Emilitri, Chief Executive Officer and Founder of Loway, wrote about the importance of analytics in Asterisk based call-centers.

Read the full article HERE

Find out how to create a campaign, using an existing one as a template, in this WombatDialer 16.06 tutorial.

The new WombatDialer for Asterisk Copy Campaign page prompts you to choose an existing campaign and load its data.
You can then modify some of it, see the call lists connected, remove or add existing lists to it or, eventually, create new ones uploading them from a CSV file.

Read the full tutorial HERE

We are proud to announce that our most famous dialer for Asterisk: WombatDialer, exits its "beta" stage and becomes a mature product with version 16.06.

Release 16.06 offers significant improvements to WombatDialer, centered around the GUI evolution and performance increasement.

Our development team did a significant work on the GUI to improve the quality of the daily interaction and many changes in the Real-time page.
With a new feature, the Adaptive Boosting, WombatDialer improves agent utilization by 30-50% over fixed overdialing rates by monitoring recent traffic and applying a statistical model on it.

Also about 100 bugs and minor issues were fixed.

For detailed information please visit the WombatDialer blog.

WombatDialer 16.06 is immediately available, as an RPM archive, a tar.gz archive or a preconfigured Docker image. The updated User Manual can also be found on the Downloads page. If you currently have a licensed WombatDialer system, you can upgrade it for free.

In this episode of Asterisk Live Julie Webb, Director of Marketing at Digium, interviews Lorenzo Emilitri, Chief Executive Officer and Founder of Loway.

Since 2004, Loway has been leading the way in the development of advanced solutions for Asterisk PBX based call-centers, setting up standards for performance measurement and analytics.

Asterisk Live is a weekly show featuring interviews with Asterisk users, community members and opinion leaders.

Loway Founder tells us why the company is focusing on capacity and reliability, and the challenges ahead.
Also he talks about what makes Loway such a successful company, how and why he developed the first and most successful Loway's product, QueueMetrics, as well as his love for statistics and the Asterisk worldwide community.

Watch the full interview with Loway founder HERE

Loway today announced that DVCOM Technology is the official Channel Reseller for GCC countries.

DVCOM Technology was incepted in year 2004 having its established operations in Dubai, UAE with branches across GCC and North Africa. The primary business focus of the company is to provide Information and Communication Technology, Open Source IP Telephony, Networking, Access Control, Video Conference, Gateways and appliances based Solutions & Services across all industry verticals in the MENA region.

We welcome DVCOM team of experts in the worldwide family of resellers as a first class partner.

Learn more HERE

Swiss engineers today meet challenge of AlpTransit tunnel, the gallery that brings people together.
Loway greets the people who built this masterpiece of engineering: the world's longest railway tunnel, delivered on time and budget!

As a call-center solution company we are proud to connect people all over the world and celebrate this day with a gift for Asterisk call-centers professionals.

Use the SWISSTECH code on Loway online-shop and get extra 10% on solutions and services to celebrate the AlpTransit opening: visit the shop.

Read more about AlpTransit HERE

The promotion lasts until July the 1st, 2016.

In this brand new video by Loway you will explore WombatDialer's new features.
Ranging from the enhanced Real Time page to the new Copy Campaigns panel, the 16.06 version implements some major improvements to WombatDialer's functionalities.
You will take a look at how these features work, to better understand how things have changed and to see the Asterisk call-center dialer in action.

Watch the teaser HERE

The managing of an Asterisk call-center often requires a finer level of control on the opening hours of your outbound campaigns.
Typically public holidays must be taken into consideration, and perhaps you would like your dialer to open and close your campaigns at various times during a work day.
The right tool to use, in order to achieve this level of control is WombatDialer's Opening Hours feature.

Find out how in this new Loway free e-book: www.loway.ch/ebooks

Dan Jenkins, founder of Nimble Ape Ltd, is a specialist on building solutions around real-time communication for contact-centres.
Dan is known for working with Node.js and real time communications such as the WebRTC technology.

In this new interview by Loway he speaks about present and future of the modern call-center industry.

Read it now on www.loway.ch/asterisk-callcenter-interviews

This interview series highlights predictions of the people deeply involved in shaping the Asterisk call-center industry future.

We are glad to announce our new official Referral Reward Program.
With our new program anyone can refer a customer and get a commission with no revenue commitment or partnership investments required.

Crafted with an emphasis on simplicity and strong value, our Referral Reward program earns you a consistent commission when a referred customer purchases a software license for Asterisk or a training course package from us.
The available softwares are QueueMetrics and WombatDialer, plus all the training courses. This is the simplest way for you to start working with us without joining our full Reseller Program.

To qualify for the reward, you must fill the online form HERE and create an opportunity.
For each opportunity created you will receive a unique code to track it. When the prospect referred purchases the products detailed in the opportunity you receive an email from us with amount and details for the commission.

Loway, leading provider of solutions for call-centers based on the Asterisk PBX, announced a new series of training courses for its worldwide famous QueueMetrics suite.
These courses are an opportunity to enhance knowledge and skills in the various themes covered by a team of expert trainers.
Training includes everything from Administrative and Supervising functionalities to Agents advanced management and much more!

Visit QueueMetrics.com/training for details.

We are kicking off 2016 with a brand new offer of products and services. If your new year's resolution is to increase the performance and efficiency of your Asterisk call-center, we have the deal for you.

We offer now training courses. With them, you can be sure that your personnel, working with QueueMetrics, have a good understanding of all the main features of the software, so that you can improve the efficiency of your management.
If you need a complete, all-in-one solution for monitoring, reporting and dialling, we provide it with Call-Center Suites bundles at a very attractive pricing.
But most important, we have a new QueueMetrics, the PRO.

What's new in QueueMetrics PRO?

We made it easier to use, cheaper and bigger than ever:

- You save 50% versus a standard one year license
- You get free mail customer support
- You have discounted remote assistance and training courses

And the unique AGAW module for advanced agents management is now included.

You can buy QueueMetrics PRO at the new Loway online-shop

Discover how to program an Asterisk queue so that, when people is tired of waiting, they can press a digit, leave their number and be called back at a convenient time. Easy, fast and effective with Loway WombatDialer.

Read the new tutorial here

Try the next generation dialer today, it's FREE

Charles Miller, Chief Technology Officer at S2G, speaks about the present and future of the Asterisk community and effective call-center management practice.

Among the experts who contributed to Loway interview series there are some of the most prominent call-center guru of this generation.
Here Loway highlights predictions of the people most deeply involved in shaping this industry present and future.

Read the full interview HERE

Loway and PaloSanto Solutions, the Elastix Company, today announced the successful completion of certification testing of WombatDialer using PaloSanto's Elastix, the leading open source telephony platforms in Latin America, and the addition to the Elastix addon Store portfolio.

More Info at elastix.com/news

WombatDialer addon for Elastix offers a broad range of integrated services and features like easy automated installation, high scalability from one to hundreds of outbound lines on multiple servers, a pervasive security model with extensive auditing capabilities, a strong real-time monitoring capabilities and much more.

Read the full press release HERE

Discover how to build a professional call-center with Yeastar MyPBX and Loway QueueMetrics-Live with the new e-Book by SoftBCom.

The Yeastar-Loway solutions integration provides professionals with a powerful tool for efficient Asterisk call-center management.
QueueMetrics transforms MyPBX in a call management platform while MyPBX offers a complete suite of enterprise-grade telephony features with no licensing fee.

Read the full e-Book HERE

Loway announced that Lorenzo Emilitri, CEO and Founder of the company, will present QueueMetrics-Live, a professional cloud based call-center reporting tool and the WombatDialer during Asterisk Africa 2016.

Read here the full Press Release

Mr. Emilitri's speech will have special topics emphasizing the use of QueueMetrics suite for call-center professional management and reporting.

The "Effective call center monitoring - QueueMetrics Tips & Tricks" presentation will explain a number of different ways to get the most out of your QueueMetrics system, for call-center administrators and system administrators, the "Introducing QueueMetrics Live and WombatDialer", the second presentation in program, will explain the newest additions to the Loway product line in order to make your call-center more effective.

Attendees will find the Loway team at the Clarotech Booth, where they will experience the broad range of call-center solutions that the Swiss company offers.

Alistair Cunningham speaks about the future of Asterisk callcenter industry in this new interview by Loway.

Alistair Cunningham is the founder of Integrics, the company behind Enswitch.
He worked as a telecoms installation engineer and in December 2004, founded Integrics. The Enswitch product started in 2005, and since then has steadily grown in features and customer base.

This new Loway interview series highlights predictions and analysis of the people most deeply involved in shaping the Asterisk call-center industry future.

Read the full interview at Loway Call-Center Gurus blog.

Our offices will be closed for Christmas Holidays but for emergency support staff you can send us an email at support(at)loway.ch we will try to answer your questions as soon as possible, but please note we are working reduced hours over the holidays so it might take a little longer than usual.

Season's Greetings

Loway Staff

Allison Smith, internationally-recognized professional voice talent, and one of the top telephone voices working today, speaks about the evolution of Asterisk call-center industry and community.

Among the experts who contributed to our interview series are some of the most prominent call-center professionals and opinion leaders of this generation. Here we highlight predictions and analysis of the people most deeply involved in shaping our industry present and future.

Read the full interview at Loway Call-Center Gurus blog.

Loway Switzerland today announced its participation at the Asterisk Community Conference Africa 2016 as sponsor.

The 2016 Asterisk Community Conference will be held at The Maslow Hotel in Sandton, Johannesburg, February 16 and 17. It's the first Digium-endorsed conference in Africa, officially sanctioned, and a not-to-be-missed opportunity for local Asterisk users and providers.

"We are very excited to be attending this new important event in the Asterisk worldwide community,"said Lorenzo Emilitri, Loway's CEO. "This is a major opportunity for us to show the brand new QueueMetrics 15.10 and its cloud-hosted counterpart QueueMetrics-Live. This new event will be definitely the point of reference for the big call-center community in Africa."

Read the full press release Loway sponsors Asterisk Africa Expo 2016

Loway announces a partnership with Yeastar, a company leader in development and manufacturing of IP-PBX, VoIP gateways and next generation solutions for enterprise communication.
QueueMetrics is now perfectly integrated with Yeastar MyPBX. This integration provides professionals worldwide with a powerful cloud-based solution for overall successful and efficient call-center management.

Read the press release QueueMetrics Asterisk monitor and MyPBX integration

Yeastar, a leading designer and manufacturer of IP communications products, announced the integration with QueueMetrics call-center monitoring software for Asterisk PBX.

The integration creates a powerful cloud solution for business and office environments, extending Yeastar MyPBX into a call management platform. MyPBX users can now easily run a cloud call-center without the need for complicated software.

Read the full press release HERE

QueueMetrics Asterisk call-center stats software now speaks Greek!

Thanks to Loway reseller Utelit Greece for the support during the localization process.

Try QueueMetrics NOW , 30 days are free.

Loway Switzerland announces the immediate availability of QueueMetrics Call-Center Monitoring Suite Version 15.10.
QueueMetrics 15.10 is guided by usability and layout improvements that make the call-center management process easier and richer.
It supports Asterisk 13.6 and introduces the concepts of tags, features and skills, as optional ways to categorize ACD traffic.

This new release includes:

- Support for tracking skill-based routing
- New reports and real-time monitoring options
- Input of feature codes within the Icon agent page
- New configuration and security-key editors
- WombatDialer integration for scheduled recalls on the Agent's page
- Improved WebRTC softphone
- Updated layouts.

Discover what's NEW.

Test it NOW , it's free.

QueueMetrics 15.10 introduces a new click'n go feature to all realtime reports.
With this feature a user can start an historical report with a single click from the realtime page.
The query for historical reports is set with same parameters generating the source realtime page report.

QueueMetrics Asterisk call-center monitor 15.10 will be more powerful, flexible, and easy to use than ever.

Try it HERE , it's free.

The accessibility of filters of the Custom report page is increased and the bottom line allows to save custom queries for later usage.
The realtime page presents a new left side menu bar. It contains the relevant analysis filters and can be hidden when not needed.

QueueMetrics Asterisk call-center monitor 15.10 will be more powerful, flexible, and easy to use than ever.

Try it HERE today.

Loway introduces QueueMetrics-Live, the cloud version of its professional monitoring suite for Asterisk.

queuemetrics-live.com

QueueMetrics is a contact-center monitoring and reporting suite created by Loway Switzerland. It tracks everything in your Asterisk based call-center: targets, conversion rates and agents activities, with a wide range of different professionals reports and statistics.
Used by thousands of contact-centers worldwide, it offers great benefits to the call-centers professional industry.

Now QueueMetrics is available as a cloud solution with all the features of classic on premise version plus the advantages offered by a cloud solution:

- Delivered via the cloud as software as a service (SaaS)
- No need to buy, maintain or upgrade hardware
- Pay only for what you use each month
- Easily support multiple contact-centers, including at-home agents, anywhere in the world
- Full QueueMetrics functionality guarantee, including Icon agent page and live monitoring.

Hosted at a fraction of the cost of competing services, it has a simple pricing for each agent per month, unlimited supervisors and the first month is free. The service includes: nightly backups, data retention service (1 year), automatic updates and E-mail support.

Watch the basic set up tutorial.
Try it HERE today, the first month is free.

The embedded QueueMetrics Icon softphone in 15.10 is compatible with the latest Firefox releases, as well as Chrome.

As found in the compatibility matrix (see HERE) Firefox users can receive calls directly from the WebRTC softphone embedded in QueueMetrics Icon.

The new QueueMetrics 15.10 will be more powerful, flexible, and easy to use than ever.
Test free Loway solutions Try

Now you can assign an outbound campaign to a queue with the new WombatDialer setting panel, operated from the queue configuration page.You can set several campaigns to each queue and define a maximum recall period; agents will see them in the recall scheduler window of the Icon page. They can reach the recall scheduler panel by clicking on the new icon in their call list.

From the Recall Scheduler panel you can schedule a call. Scheduled calls will be queued to WombatDialer and will be run at the time specified.

Believe us! QueueMetrics 15.10 will be more powerful, flexible, and easy to use than ever.
Run a free test of our Asterisk call-center solutions: http://loway.ch/solutions.jsp

• The new HTML5 audio player
• Lost Calls natively in Icon
• WebRTC Softphone Caller-ID
• Direct Agent Log-in procedure
• User Definable Inner Webpage panel
• Full UTF-8 support
• New "Agent per hour" report

• High capacity conference servers.
• High availability redundant servers for emergency services dispatch.
• Click2Call solutions.
• Call Centres.

• Improving the usability by implementing a series of suggestions for changes that came as feedback on the Icon page, plus a number of changes that make the experience generally smoother.
• Improving the deployability by leveraging and extending the new JSON API, having a command-line updater tool and by having a new, HTTP-only data loader that does not require a direct connection to the QueueMetrics database. This makes deploying large numbers of cloud QueueMetrics instances easier. Plus, a number of configuration defaults were updated and the sample database includes a better sample QA form.
• Fixing a number of bugs and issues that would annoy users. The most important is that call attempts are now filtered correctly and that listening to audio files with "weird" characters in them should "just work".

• Set up QueueMetrics and Icon running on Elastix 2.4
• Integrate the CRM and #Softphone
• Effectively set up and use the Icon agent page

• A complete QueueMetrics call-center suite layout restyle.
• The new Icon Agent Page.
• The integrated WebRTC Softphone.
• The new JSON APIs for configuration and reporting.
• A new, easier to use IVR tracking mode.

We are happy to announce the release of QueueMetrics version 14.03!

Release 14.03 is a bug-fix and performance-improvement release built on top of QueueMetrics 13.12. You will surely notice that QueueMetrics is now faster when running actions on the server. This happens for example, when you log on agents to a set of queues. We also included many fixes that correct technical annoyances and make your experience smoother.

 

A broad overview of the newly released features can be found here: What's new in QueueMetrics - release 14.03

• Make contents more accessible
• Improve findability
• Improve the general pleasantness of visiting our websites
• Add new material to make our website a "one-stop-shop" for all your support needs

• Externally-generated report pages
• Improved QA
• Easier integration to external CRMs
• Ready for Asterisk 12
• A long set of small improvements on all pages

• Interactive Traffic Intensity Simulation
• Agents Engagement Time Measurement
• Wait Times, Call Lengths, Queue sizes and many more details
• Revenue per Call and per Agent
• Hourly costs, gross and margin

• Manual and automated reports as PDF/XLS documents (and you can have them sent by e-mail!)
• Non-scoring questions and other changes related to QA
• Fully-automated screen pops on the Agent's page: Active Polling
• Analyzing IVR tree traversal
• Detailed tracking of call events
• QueueMetrics in the cloud: using different QM instances on the same PBX

• harvest intelligence on-the-fly from the call centre application,
• reveal any shortfalls and allow the company to remedy them in good time.

• Listings have been updated; make sure you have a look at them
• Reseller discount rates and reseller policies will stay the same
• If you purchase licenses through PayPal, the currency conversion will happen behind the scenes, so no need to worry
• If you purchase licenses through international wire transfers, we will tell you the new bank accounts to use and they must be in CHF instead of EUR
• During the transition period (August 2011) we will still accept payments in EUR for existing, open opportunities