[Asterisk-Users] Re: ACD and/or CTI components for Asterisk

[Jim O'Brien]

Given a traditional "call center" environment where one would have a
telephony switch (say Nortel, Lucent, etc), a CRM system (Siebel,
Peoplesoft, RYO), and a CTI system(e.g., Genesys) to handle ACD (e.g.,
skills based routing) and an interface to the CRM system that passes on
telephony events (call arrived, hangup, etc) and reacts to programatic
third party call control requests (conference, transfer, etc.).

Can Asterisk be used as the telephony switch and are there open source
components for the ACD and call handling functions provided either by
the CTI system and/or one of the "big and expensive" switches or does
Asterisk provide all of those functions and, if so, how? 

Jim O'Brien