[asterisk-users] SER vs Asterisk?

[Steve Totaro]

David,

I have done a very successful implementation that is almost identical to 
what you are describing. 

Do you have in-house developers for the customization to your CRM?  
Would you just need guidance or would you need someone to dig into your 
system?

I designed and implemented a very similar setup for a call center.  They 
had their own developers for the CRM integration piece, I just told them 
what I could do and they told me what they could do and we worked out 
solutions from there.

The call center terminated a full T3 with seven Asterisk servers for TDM 
to SIP translation using Sangoma cards which passed the calls off to 
another server that handled all of the call center smarts (SIP Ulaw).

If you care to discuss this further, you can email me directly or we 
should probably take this to biz list.

Thanks,
Steve Totaro
www.asteriskhelpdesk.com
KB3OPB
240.938.1212

David Anderson wrote:
> Hi Marco - since you've asked. :)
> We're looking to have 3 to 4 T1 lines dropped into our datacenter, 
> which will contain one of the Asterisk boxes. From the data center, 
> AT&T is going to be running a fiberoptic connection directly to our 
> callcenter, which will employ about 75-100 people. We'll have a backup 
> T1 that will be setup with the Master Asterisk box at the callcenter. 
> We have a few hundred home based independent contractors scattered 
> across the country - we want them all to have at least a soft phone 
> and an extension, but we can't require it.
> Call routing will be as such:
> All calls from our 800#'s will be sent first to the data center, then 
> over the fiber line to our call center. Call center agent picks up the 
> call, does a customer search and asks a few qualifying questions. They 
> submit the call in a web based app that we have, which finds the best 
> available agent (using jabber presence). Once the call is submitted, 
> home based agents will see the call on their screen, and then click to 
> claim. Back at the call center, the callcenter rep's page is updated 
> (ajax) with which agent it is. From this point, phase one is just to 
> transfer the call back out through the fiber connection, to the data 
> center, then outbound on the t1 line to ring the analog phone of the 
> agent.
> We're looking for some independent help setting this up. Please email 
> me at David.Anderson at AVCTravel.com 
> <mailto:David.Anderson at AVCTravel.com> if you have experience with this 
> type of setup. Phase 1 will be "get it working" - Phase 2 is going to 
> be a lot of customization with our current web based system, which 
> uses ColdFusion and SQL 2K.
> Thanks,
> David
>
>     ------------------------------
>
>     Message: 2
>     Date: Sat, 24 Mar 2007 01:49:28 +0000
>     From: "Marco Mouta" < marco.mouta at gmail.com
>     <mailto:marco.mouta at gmail.com>>
>     Subject: Re: [asterisk-users] SER vs Asterisk?
>     To: "Asterisk Users Mailing List - Non-Commercial Discussion"
>     < asterisk-users at lists.digium.com
>     <mailto:asterisk-users at lists.digium.com>>
>     Message-ID:
>     <116fd70d0703231849o58bb512aha0504c3e52ac9ba4 at mail.gmail.com
>     <mailto:116fd70d0703231849o58bb512aha0504c3e52ac9ba4 at mail.gmail.com>>
>     Content-Type: text/plain; charset="iso-8859-1"
>
>     Only with Asterisk you can handle it, but of course it depends on your
>     requirements on scalability and redundancy needed.
>
>     How many agents? How many diferent locations? SIP trunk to your
>     telco or
>     PSTN ? Remote Agents at home?
>
>     Post more details on your requirements and I believe there are so many
>     experienced users in this list all around the world that you will
>     have good
>     tips here.
>
>
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