[asterisk-biz] Call Center Software Questions

[Matt Roth]

Erick,

Over the past year, I've been working on migrating a call center off of 
a NorTel Meridian switch to Asterisk.  Our inbound calling is up and 
running using Asterisk queues and QueueMetrics for reporting.  Realtime 
listening to and recording of calls can be accomplished directly through 
Asterisk.  We handle between 10,000-15,000 calls during an average day.

I am currently designing an outbound calling architecture using 
VICIDIAL.  It's still in the planning phase, but the developers are very 
helpful and easy to communicate with.  The predictive dialing algorithm 
isn't there yet, but it will be implemented soon.

Unfortunately, an interface to manage day-to-day tasks will probably 
have to be custom written to suit your particular needs.  We are in the 
process of doing this right now so that we can offload these tasks and 
focus more on development.  The sheer flexibility of Asterisk and the 
variety of available configurations means that you're probably not going 
to find an existing GUI that does just what you're looking for.  Rolling 
your own shouldn't be too difficult, as long as you have well defined 
design goals.

Matthew Roth
InterMedia Marketing Solutions
Software Engineer and Systems Developer