[asterisk-dev] 300 Agent Inbound Call Center -- Asterisk?

[Steve Totaro]

Patrick Markert - Amerisave wrote:
> We are considering using Asterisk for a 300 person inbound call center.  
> We have complex rules about what calls go to what agents.  For example, 
> calls are usually divided up by the state in which they are coming 
> from.  For example, only 10 agents can take calls from North Carolina.  
> The names and extensions of the 10 agents are stored in our MS SQL 
> Server database.  We would like the phone system to be smart enough to 
> read the area code of the caller then look in our database for North 
> Carolina agents and then distribute to them in a logical way.  Another 
> example, is that we have regular inbound calls from advertising and we 
> other calls from our telemarketing group.  The telemarketing group 
> transfers calls to our 300 agents.  These calls are also state specific, 
> but we prefer that certain agents take these calls over others.  We take 
> about 5000 calls per day.  Its all about getting the right calls to the 
> right agents.  Zero down time is a must.
>  
> Has anyone developed a system to handle this type of application with 
> this amount of volume successfully?  If so, I would like to speak with 
> you about this project.  My name is Patrick and I can be reached at 
> 404-431-0000 .
>  


I have and it was very successful.  Zero downtime is always nice but 
with a new implementation, you are going to have a little downtime until 
all the bugs are worked out.

Thanks,
Steve Totaro
240.938.1212