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

[Joe Dennick]

I think you'll find that Asterisk has the power to do everything you are
asking of it, but you'll also find that you have to configure (and
possible code) it to do so.  I've got an Asterisk server running with
ACD Queues, and some CTI and IVR type-applications as well.  Our needs
were relatively small, so it wasn't a huge headache, but it did take
time.  


The comercial applications that you mentioned can also be configured to
do what you are asking, but you'll pay a lot of money for the software
and integration (it won't work out-of-the-box) to get there.  You'll
also be indebted to the provider (VAR) for future maintenance contracts
and any modifications you wish to make to the system or its
configuration.


So, the buisiness question is: do you spend the Capitol Dollars up front
to purchase a commercial system that may or may not have all the
features you want; or do you spend a little time (and probably
soft-dollars) trying to get an Open-Source solution to fit your needs. 


If you have the time and technical ability, I would recommend setting up
an Asterisk server (either on a test box or at home (or both)).  You'll
likely run into a few snags getting it fully functional, but the
Asterisk Handbook, the Wiki, and Google can help you find the
information you need to get it running smoothly.  Once you've gotten
your hands dirty, you'll have a better understanding of what Asterisk
can do, and at least which direction to head as you look at adding CTI,
IVR, Voice Recording, etc.  


Digium (the corporate parent of Asterisk) has consultants who can assist
you (for a fee), and there's always the user-list to help you find
solutions.  In either case, though, you'll be a lot further ahead if
you'll spend a little time researching the solutions on your own.  Most
of the people on this user-list won't spend time responding to someone
who hasn't already done a minimum of research on their own because they
know that one who's too lazy to do a google search won't find success
with Open-Source applications.  In the infamous words of FDR, 'there
ain't no free meal.'

I'm not trying to scare you off, just pointing out the facts. 
Open-Source isn't for everyone, but its fun and very rewarding for those
who like to play with the technology and have the inclination to do so.


-----Original Message-----
From: Joseph <tech at ekn.com>
Sent: Wednesday, 5. May 2004 10:24 -0500
To: asterisk-users at lists.digium.com
Subject: Re: [Asterisk-Users] Re: ACD and/or CTI components for Asterisk

A newbies answer...

If you look at the queue.conf file and agents.conf file
under the /etc/asterisk/
it all looks like an acd ready system.

But I have not had a chance to try it yet.


On Wed, 2004-05-05 at 11:11, Jim O'Brien wrote:
> 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
> 
> 
> Asterisk-Users mailing list
> Asterisk-Users at lists.digium.com
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-- 
respectfully, Joseph - (606) 477-2355 x140
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