[asterisk-users] Inbound Callcenter with multiple DIDs

[Idris AVCI]

Michael,

After many months of search we decided to develop an in-house solution
for such kind of needs. For a month our solution is in production and
does everything you mentioned below. Asterisk's built-in call queue does
not provide many of the features necessary for large organizations.

Idris
Information and Communication Systems Manager
Vodatech

-----Original Message-----
From: Michael Sampson [mailto:msampson at yourccsteam.com] 
Sent: Tuesday, October 10, 2006 5:44 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: [asterisk-users] Inbound Callcenter with multiple DIDs

I'm curious what asterisk solutions there are out there for inbound call

centers with multiple DIDs. I'm looking for solutions for a setup where 
single system may have 1000 DIDs going to it, one for each account. Each

account may not get that many calls.
Solutions that will all reporting on calls coming into different 
accounts, call routing for queues based on distribution groups. Like 
accounts 1 - 100 are in group 1, 101 - 200 are in group two. Some agents

can get calls from group 1, some from group 2 and some from both groups.

Most solutions I have found are meant for inbound call centers that 
handle only a few types of calls and have little need to make large 
distinctions between different DIDs. I have played around with 
QueueMetrics and it is a good piece of software, but does not handle the

DIDs the way I need.

Really any recommendations for software to go with asterisk that inbound

call centers are using and find useful would be great.


-- 
Michael Sampson
Information Systems Manager
Customer Contact Services
msampson at yourccsteam.com
952-936-4000

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