> >
>I am seeking advice from anyone in the community that have experience in using SipX in a call center environment. Specifically in regards to hardware used when it >comes to recommended servers and phones that will work "out of the box" with SipX to support the standard feature requirements of a call center. Other >questions I have about using SipX concerns it's robustness in a real world application to a call center. If anyone has a white paper or working plan of this type of >implementation using SipXecs, I would be thankful for the input. > 1. Maximum or limit to number of agents? (Dependent on server hardware, but looking for support of at least 200 agents.) 2. Support of multiple "clients"? (Reporting, billing, CDRs etc. for multiple customers of the call center.) 3. Support of multiple locations? (LAN, WAN and remote) 4. Implementation for site redundancy, disaster recovery and recovery call routing. (SipX has HA, but it doesn't do a real failover.. so how does the community address this in the real world to assure at least 99.95% up time?) 5. How difficult is it to integrate with SipX with existing custom client Agent applications? > >Ly Tran Douglas recently posted the following on the dev list. I copy it below for your reference. We are looking for testers, so let us know if you are interested. --martin I've been doing looking into the OpenACD project as an alternative to the current sipXacd project. It's use FreeSWITCH to handle the calls, and offloads the queuing to a separate server. Based on some initial tests, it looks to scale really nice and you couldn't pick a better project to use erlang. The functionality already built into OpenACD is impressive. wiki/docs (limited) http://wiki.github.com/Vagabond/OpenACD/ legacy wiki, still partially useful http://www.opencsm.org/wiki/index.php/Spice_Telephony source http://github.com/Vagabond/OpenACD mailing list http://groups.google.com/group/openacd So step 1 for integration, is to manually configure everything but over time improve the integration. My team plans to document all phase of the integration on the sipxecs wiki for those that want to be early adopters.
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