MUARIF, GILANG HAMDAN (2021) IMPLEMENTASI HIGH AVAILABILITY CALL CENTER BERBASIS OPEN SOURCE DI UNIVERSITAS MERCUBUANA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Communication media is one of campus operational support in order to be able to provide best service, which will facilitate communication between stakeholders with customer service in campus. The problem to be investigated is the limitations of features and services in the existing PABX system which causes a decrease in the quality of services provided. The purpose of this research is to create a Voip-based IP PBX system that can provide High Availability, Call Detail Record, Agent Monitoring, inter-branch integration with open source-based integration so that it can be implemented without requiring additional costs. System design method uses the Cisco Lifestyle Service PPDIOO method with testing method using the Black Box method. The testing process uses Startrinity application to be able to test load on the server and voip network, in the testing process all functions can work properly in the call center application. Utilization of Asterisk IP PBX to provide basic telephone features and call flow for IVR call center menus, CDR Viewer to provide data in/out of calls, Queue Monitoring to monitor call center operations and IP PBX server configuration with HA concept is sufficient to meet the functionality requirements for all system communication users on UMB Campus. Key words: High Availability, IP PBX Asterisk, CDR Viewer, Queue Monitoring, IVR Media komunikasi menjadi salah satu penunjang operasional kampus agar bisa memberi pelayanan terbaik, dimana akan memudahkan komunikasi antara stakeholder dengan pihak pelayanan kampus. Masalah yang akan diteliti adalah keterbatasan fitur dan pelayanan pada sistem PABX eksisting yang menyebabkan menurunnya kualitas layanan yang diberikan. Tujuan dari penelitian ini adalah membuat sebuah sistem IP PBX berbasis Voip yang dapat menyediakan fitur High Availability, Call Detail Record, Agent Monitoring, adanya integrasi antar cabang yang berbasis open source sehingga dapat diimplementasikan tanpa memerlukan adanya biaya tambahan. Metode perancangan sistem menggunakan metode Cisco Lifestyle Service PPDIOO dengan metode pengujian menggunakan metode Black Box. Proses pengujian menggunakan aplikasi Startrinity untuk dapat menguji beban pada server dan jaringan voip, pada proses pengujian semua fungsi dapat berfungsi dengan baik pada aplikasi call center. Pemanfaatan IP PBX Asterisk untuk menyediakan fitur dasar telepon dan alur panggilan untuk menu IVR call center, aplikasi CDR Viewer untuk menyediakan data keluar masuk nya panggilan, aplikasi Queue Monitoring untuk memonitor operasional call center dan konfigurasi IP PBX server dengan konsep HA sudah cukup dalam memenuhi kebutuhan fungsionalitas bagi seluruh pengguna sistem komunikasi yang ada di Kampus UMB Kata kunci: High Availability, IP PBX Asterisk, CDR Viewer, Queue Monitoring, IVR.
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