From: [email protected]
[mailto:[email protected]] On Behalf Of James R
Sent: Wednesday, March 17, 2010 11:55 PM
To: Alfred Campbell
Cc: [email protected]
Subject: Re: [sipX-dev] FreeSWITCH based ACD replacement --DEAD??
To give this ACD some credit... I still believe this is the best open
source ACD out there. No it's not perfect, but with the right
implementation it can be very useful. We have a work around in place
for the transfer issue, and with the help of some external systems and
processes we can deal with the other shortcomings. My short list of
fixes in order of importance would be:
1. ability to change / configure the ACD without call disruption or
restarting the ACD
2. scalability - at least 100 agents with a beefy 2 socket quad core
Dell R710
3. transfer functionality - back to queue, supervisor, external etc..
4. stability - we see random cases where agents just stop getting
calls, but we are still trying to determine if it is our back end
systems fault or sipx.
It would be sad to see the development dry up on this or forced down a
commercial path from Avaya. I think there will always be interest in an
open source ACD out there.. I'd be curious to know how many
"production" installations are really out there utilizing the current
ACD.
James
Alfred Campbell wrote:
We have fixed several issues related to ACD. A couple in the
4.0.X branches. This was for a couple commercial customers who use the
ACD.
I am guessing your big complaint is the transfer issues or are
there others?
At this point there will not be a new ACD anytime soon. So I
guess you raise an interesting question. Is whats out there so useless
that nobody can get any value out of it? I do for a fact know of a
couple customers who use it however I can see with the transfer
limitations it being a landmine.
I've tried using it in production but number 3 and 4 raise their ugly
heads. If this is the best open source ACD out there, I'd really hate
to see the others. Personally, I'd re-order your list 4, 3, 1, 2.
To me, I'd rather not have something in the system if it is unusable or
unstable. Inevitably somebody wants to use it, it doesn't work well and
t en gives the product as a whole a bad reputation.
Mike
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