Hello Friends, I need your suggestion for the following scenario.
An e-commerce company, largely in tourism, has its own in-house 24x7 customer support facility. It provides support to its customers through phone and email. Its a 30-seats call-center, having only in-bound calls. Presently they are using a Nortel based system which seems aging. They have a 32-channel Reliance & MTNL PRI line (Reliance line is primary). I don't know about the PRI-Card/Server. The Nortel system provided a real time monitoring, call bargin and call recording facilities. Nortel system also provides detailed report of each call hitting their lines. The management demands a report based on these details on daily basis. Each call center agent uses a Nortel based IP phone through which he/she receives/mutes/unmutes/transfers calls. The call center usually receives 5000-6000 calls everyday, which may reach 9000 in peak seasons. I plan to propose an Asterisk based system for their call center. I have never implemented/installed Ansterisk based system. While contemplating Asterisk as a potential candidate, I assume: 1) The company would need to buy a linux supported PRI card (I guess its called FXO card). 2) Call-center agents can use Soft IP phones on a linux based pc which will allow call barging/transfer/recording. 3) Asterisk can provide facilities of call barging, call transfer, call recording and detailed report of each landing call. I have the following queries: 1) Are my assumptions correct? 2) What hardware (configuration) would be required for this kind of load? 3) Please suggest hardware requirement for call recording separately. 4) Is there any IT company in Delhi that can implement and provide 24x7 support to this Asterisk based setup. Thank you all, Niyaz _______________________________________________ Ilugd mailing list [email protected] http://frodo.hserus.net/mailman/listinfo/ilugd
