[Asterisk-Users] Asterisk newbie questions

[Brian Roy]

On Sat, 11 Sep 2004 10:01:27 -0400, John Stegenga <john at stegenga.net> wrote:
> yesterday, and since I'm only getting Digest I figured I'd see a response in
> a day...
> [sarcasm off]

Some people may have a filter in their inbox that has "newbie" in it
going directly to trash.  Just kidding, it's been a busy year!


> Hi everyone.
> I'm a bit of a Linux newbie, but I've been doing tech stuff for ages.
> I'm also brand new to *.

This is a dangerous combination. Asterisk/Linux isn't point and click,
and it takes a lot of effort to get running and keep running in a
production environment. Everyone has to start somewhere, but just know
that you have a long road ahead of you with your limited knowledge.

> I've been reading the Voip.org wiki, and perusing the list archives for a
> while since I've been asked to investigate using IP telephone / soft phones
> for a call-center type scenario.  

GREAT START! The Wiki is your friend. Also, try IRC. You won't always
get questions answered right away, but it's a great place to "lurk and
learn".


> People (marketing folks) have pointed me
> at Cisco, but I really don't wanna.  I'd rather be the hero and pull this
> off with a much smaller budget.

Very possible, but just remember, you won't have the ability to call
1800 - Go Cisco if things break.


> Here is a scenario - 40 person call center, all with PC's (windows) and
> soft-phone.
> -any recommendations on hardware to run *?  soft phones?  90% of calls would
> be IP / IAX coming to the center.

Hardware - Don't go too cheap here. Maybe grab a Dell server (entry
level P3 or Xeon). Depending on your expansion needs, be careful
getting a 1u with 1 PCI slot.

Software - Take a look at XTen. It's easy to use. It's a freeware, and
an inexpensive buyware. SJPhone is another one for you to check out.

> 
> I read in the list archives about an ACD application / extension to * that
> would probably to what I need in that regard.
> - thoughts?

Are you speaking of ICD? If so, I don't know that it would be
necessary for what it sounds you are doing. You should be fine doing
all of your ACD inside of *.

> 
> In remote locations I would also run *, and hook it up to an extension on an
> existing PBX.  Excuse the complete newbie question, but how many 'wires' do
> I need to bring between the PBX and the * box to support multiple
> simultaneous calls?  These calls would come from any extension on the TDM
> pbx to asterisk to the call center.  

This depends on your PBX and how many calls you will want to have. If
it's 8 or fewer, you should probably go with analog extensions off of
your PBX. That will require Analog ports (and cards possibly) and
Digium card(s) to connect to them. Or, if it's cost effective, you can
get a T1 or PRI card in your PBX and interface that to *. Either
directly, or through a channel bank. This all varies depending on your
needs and what's available to you on the PBX.

> How would / could? one configure * at the remote location to communicate
> with * at the call center?

IAX between two * servers. You can even share the dialplans (a bit
challenging for a newbie).


> 
> How would / could? one configure * at the remote location to use the
> existing TDM PBX as failover to call the support center via 1-800 if the IP
> circuit died?

This would be done with solution I spoke of above. 

> 
> I know you're all banging your heads on your desks saying "OY! another
> newbie....".
> 
> Thanks in advance for your wisdom and guidance.
> 
> John
> 

John - I'm relatively new myself. I came into this with loads of Linux
and teleco experience so my path is a little easier. What you really
need is a desire to achieve your goals, and a lot of patience. If you
have that, and a lot of time, you can pick this up and be successful
with it.

If you are in a hurry though, I advise you to head back to the WIKI
and possibly look for a consultant to get you a head start. They are
relatively inexpensive and can get you started in the right direction.

Hope this helps, and good luck on your journey.