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Migrating to Asterisk for Call Center setup

The Flexible and Scalable Solution For Migrating to IP Telephony

The world of telecommunications is moving away from one mature and reliable protocol (TDM) to a new and more flexible (VoIP), primarily due to the unification of data, voice and all other media over an IP (Internet Protocol) infrastructure. We all understand the importance of acquiring a new or next generation contact center technology platform for improving productivity. More important is the need to successfully migrate to a superior contact center platform that can be a competitive differentiator. Continue reading “Migrating to Asterisk for Call Center setup”

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Capacity planning for large call centers using Asterisk

Last updated: August 10, 2016

The architecture of a large call center setup shown below with Asterisk as telephony platform, includes web servers for serving agent web screens and a common database server. A high end Asterisk telephony server can handle over one hundred concurrent channels with compression and voice recording. High-end call center softwares are feature-rich and offer sophisticated agent screen scripting. The demand on the Web server will increase with increasing agent seats. The Web server will have to scale ahead of the Asterisk server.

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Large call center setup with Asterisk

In the last decade, organizations have established large contact center operations with the total number of call center agent seats exceeding one thousand. Such large capacity contact center operation requires robust, feature-rich and flexible call center ACD. Many of these systems are TDM based and expensive. With the current push for migration to VoIP, technology officers are evaluating and exploring different options.

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ACD – A PBX feature or a Call Center Application?

The demarcation has blurred in the last decade. Automatic Call Distribution (ACD) has a very broad definition now. Traditional phone switches (PBX) which provide phone extensions and connectivity to Telco, offer all the normal functionalities for call handling including Auto-attendant, Direct inward dialing, Find-me follow-me and voice-mail. Call center ACD handles Agents (as opposed to plain extensions), detailed IVR (interactive Voice Response) and Queues. The degree of sophistication within the PBX as well as call center ACD applications have evolved considerably. Automatic call distribution (ACD) is not limited simple call distribution, but an opportunity to created clever mechanisms to enrich interactions with the callers. Cost-effectiveness and increase in productivity are the key factors driving businesses to incorporate sophisticated ACD.

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Feature-rich call center ACD to go with Asterisk

Asterisk has set a very high benchmark for VoIP PBX systems. Its powerful and flexible structure has enabled enterprises all over the world to migrate to IP while keeping conventional TDM interface wherever necessary. It is a common knowledge that Asterisk  is used as a VoIP engine in many commercial products. It does not make economic sense to have an in-house development team to develop, manage and keep up with the prolific pace of open source VoIP PBX switches like Asterisk or FreeSWITCH. Therefore, many organizations are looking at Asterisk as a platform to migrate their legacy products to IP telephony. Digium offers Asterisk support through commercial licensing agreements. This provides organization with considerable flexibility without the cost of maintaining large development teams.

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