Glossary

AMI – Asterisk Manager Interface

AMI (Asterisk Manager Interface) is the channel the Asterisk PBX uses to tell an external program about everything happening with calls and to take commands from it: dial, transfer, hang up, add an agent to a queue. Through AMI, a contact center sees calls in real time and controls them from its own interface.

Why it mattersIt lets a contact center see every call and control it from its own interface.

Also called: Asterisk Manager Interface

Principle

How it works

A program connects to Asterisk over the network with a login and password. Asterisk then sends it events – new call, answer, transfer, hangup – and the program can send commands back.

In CONTACT.WORK

How CONTACT.WORK uses it

The CONTACT.WORK connector listens to AMI on one or more Asterisk servers, ties the events to calls, agents, and queues, and passes them on to monitoring, reports, and your CRM. The transfer, pause, and click-to-call buttons work through AMI commands.

Where to use it

Asterisk integration Connect your own Asterisk to the contact center Learn more

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