[asterisk-users] Beginners Guide to setting up a Call Centre

[William Stillwell (Lists)]

Most important thing is to PLAN your solution out.. flowcharts,
understanding where calls go, etc.

 

Project planning, and good ideas on how the calls should be handled, and
coming up with "testing" scenarios, to make sure everything flows correctly.

 

 

From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Stephen Davies
Sent: Friday, January 15, 2010 10:50 AM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [asterisk-users] Beginners Guide to setting up a Call Centre

 

 

2010/1/15 Doug Lytle <support at drdos.info>

> Decide if you are going to be a zealot for your preferred approach

That's a little harsh, wouldn't you say?  Do whatever your most
comfortable with.  But, to call me and those like me a zealot, for
offering advice that was asked for is a little off, in my opinion.

 

Hi Doug,

 

Maybe I read too much into the original poster's question, and I didn't mean
to be harsh.  But I used to get called in often here in South Africa to
sites where the "usual way" wasn't good enough for someone so they'd put the
whole system together the way they thought it should be done and in the
process bumped into all the subtle gotchas that are mostly worked out in the
standard builds.  Then discovered that its harder than they thought it would
be and PBX users are ungrateful b*ggers sometimes and they've walked away.
Our efforts to recover these installs are always twice the work because they
are tainted by what went before.  But we hate to see failed Asterisk
projects so we try to get them right.

 

If your objective is to run a simple inbound call centre and get good
metrics into the bargain then a FreePBX-based ISO-install (Elastic,
AsteriskNow, Trixbox-CE, whathaveyou) plus Queuemetrics will have you up an
running in short order.

 

Build from the bare metal using your-own-install-of-your-preferred-distro
plus raw Asterisk plus dialplan from scratch plus DIY reportage and you'll
be working away after a month and cursing Asterisk.  Once you're an expert
then you may indeed be able to do a better job for your application than the
all-in-one distros.  But not first time.

 

So apologies to the poster if I read too much into the question, but this is
the sort of situation I thought of.

 

Steve

 

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