[asterisk-users] SER vs Asterisk?

[Stephen Wingfield]

David : will contact you offline as you requested. Just a general comment from your project description. You may do well to consider the amount of call center features and statistics you will require. Without knowing all I suspect that you will find the project will work best if the home based agents have the option to click on desktop applications.

Steve
www.bicomsystems.com
steve 'at' bicomsystems dot com


  ----- Original Message ----- 
  From: David Anderson 
  To: asterisk-users at lists.digium.com 
  Sent: Monday, March 26, 2007 6:45 PM
  Subject: [asterisk-users] SER vs Asterisk?


  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 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>
    Subject: Re: [asterisk-users] SER vs Asterisk?
    To: "Asterisk Users Mailing List - Non-Commercial Discussion"
           < asterisk-users at lists.digium.com>
    Message-ID:
           <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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