Failure is not an option. Failures are disruptive, and a disrupted call center floor is an expensive headache to manage. The promise of Asterisk, which was replacing monolithic telephony hardware installations with multiple commodity servers running call center software, was a lowering of the total cost of ownership. The promise has been fulfilled, but enterprise contact center installations have to be mindful of the possibility of hardware or software disruptions. This is why we introduced the HAASIPP, to allow call survival, and the Overseer to manage processes and allocate them between servers in a high availability solution. Continue reading “Adding Reliability With The Overseer and High Availability”
The Real Meaning of Call Survival
With Q-Suite’s HAASIPP our product now features Call Survival. This is often confused with Call Recovery and the terms then used interchangeably.
To understand what Call Survival really means lets look at an example. Starting off with a caller connected over a SIP trunk and ultimately connected to an agent. The diagram below shows a simplified setup with the communication path as follows:
Q-Suite’s High Availability SIP Proxy offers load balancing
Large call centers require multiple Asterisk servers in a cluster to handle the call volume. Load balancing will allow distribution of calls within the Asterisk cluster. The High Availability Sip Proxy within Q-Suite is designed to provide load balancing as well. It will distribute the incoming calls to the different Asterisk servers in the cluster which are the media server for voice traffic. Q-Suite’s Call Center ACD can scale to multiple Asterisk servers and manage call queues and distribution, irrespective of the media server associated with the call. This allows Q-Suite to offer skills based routing for large contact centers where the call volume transcends beyond a single server to multiple Asterisk servers. Continue reading “Q-Suite’s High Availability SIP Proxy offers load balancing”
High Availability SIP Proxy within Q-Suite ACD
Q-Suite started out as a Call Center ACD designed for Asterisk based contact centers. Today, Q-Suite 5.7 has evolved into a mature, robust and sophisticated ACD capable of supporting mission critical deployment through its powerful High Availability module. Q-Suite based deployments offer both High Availability and Call Survival through an elaborate Overseer Watchdog mechanism. Continue reading “High Availability SIP Proxy within Q-Suite ACD”