Here are a quick hitters about common sense and the contact center ACD:
- If you feel like you must use a virtual server, please don’t configure the virtual device to have more resources than the actual physical server. Just because it’s virtual doesn’t magically transform your 8GB physical server into three 32GB virtual devices.
- Network latency is going to happen if you decide that routing calls from Manilla to Los Angeles to London to Manilla is a good idea. Just because it is VoIP does not mean that data all of sudden gets transmitted instantly, just like normal old internet traffic does not get transmitted instantly.
- If your hosted platform gives you minimum and recommended specifications for your servers and you opt for the minimum, do not be surprised when certain services are not performing in a desired fashion. If you decide that an Asterisk server only needs the minimum requirements, which will handle X amount of calls, do not be shocked when X+1 calls will cause problems.
I would like to think that these are quite obvious, however, they appear not to be. We talked last week about how to avoid extinction for your contact center. Having common sense can go a long way in making sure that doesn’t happen.