[sarcasm on] Thank you ALL for your warm welcome to this list. I posted this message yesterday, and since I'm only getting Digest I figured I'd see a response in a day... [sarcasm off]
C'mon. This is the Asterisk Users mail list, isn't it? This is where the Voip WIKI tells me to go for information on how people are using *. Even if you only point me in the direction of some other information, it would be great if I could hear SOMETHING from you guys and gals out there....I humbly seek YOUR wisdom.
Sarcasm will not get you far on this list - no sir.
Reposted message:
Hi everyone. I'm a bit of a Linux newbie, but I've been doing tech stuff for ages. I'm also brand new to *. I've been reading the Voip.org wiki, and perusing the list archives for a while since I've been asked to investigate using IP telephone / soft phones for a call-center type scenario. People (marketing folks) have pointed me at Cisco, but I really don't wanna. I'd rather be the hero and pull this off with a much smaller budget.
Here is a scenario - 40 person call center, all with PC's (windows) and soft-phone. -any recommendations on hardware to run *? soft phones? 90% of calls would be IP / IAX coming to the center.
See the wiki: http://www.voip-info.org/wiki-Asterisk+Hardware
I read in the list archives about an ACD application / extension to * that would probably to what I need in that regard. - thoughts?
I've read in the mailing list, the wiki and other websites that the ACD system is quite capable for the size of call center you have in mind.
The only thing I don't know for sure is the support for soft phones.
In remote locations I would also run *, and hook it up to an extension on an existing PBX. Excuse the complete newbie question, but how many 'wires' do I need to bring between the PBX and the * box to support multiple simultaneous calls? These calls would come from any extension on the TDM pbx to asterisk to the call center. In a typical scenario there would NOT be a lot of simultaneous calls unless the system we're supporting went down hard.
If you use a t1 card on the the PBX and a t1 wildcard on the * box one piece of cat 5 wired crossover should do the job. Spend the extra money
for the T1 card on the PBX - there's a huge gray market for PBX T1 cards - ebay is a great place to find them.
How would / could? one configure * at the remote location to communicate with * at the call center?
Most reliable way and most expensive is to set up a point-to-point T1. Just tell * at each site where the channels are and route calls to them.
Next step down would be IP ports at both sites on the same Tier 1 carrier network. Asterisk has it's own incredibly efficient VOIP protocol called IAX which has a trunking mode and would work well with this.
Anything less (cable modem or DSL) you might risk reduced call quality or dropped calls but.... I've heard people vouch for the quality of IAX on dialup connections in third world countries
How would / could? one configure * at the remote location to use the existing TDM PBX as failover to call the support center via 1-800 if the IP circuit died?
Not quite sure of the scenario but pretty easily I think just a matter of routing calls to the legacy PBX upon failure or timeout in the * dialplan.
I know you're all banging your heads on your desks saying "OY! another newbie....".
Thanks in advance for your wisdom and guidance.
John
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