[SR-Users] About building ACD

[Neill Wilkinson]

Problem is, IMHO, (no disrespect to SER/Kamailio or community), its a case
of the best application for the job, SER is a proxy/registrar not really
designed for queuing calls.

The agents don't all have to been on a single server - and if you did want
to put them all on a single server - boy I wouldn't recommend that anyway.
If you spread the calls and Spread the agents across multiple servers and
use AGI for example on Asterisk to link the logins/events you're in much
better architectural shape. Also make sure where you can off load the media
once customer are talking to agents.

I'm sure something like ViciDial (http://www.vicidial.com/) would suite the
job much better, or more specifically multiple servers containing ViciDial.
1000 agents is not a small under taking. If you want to do screen-pops and
CRM integration - that's also separate web servers to front the events from
the queues and agents.

Neill....;o)

Aeonvista Ltd
Opening Up New Ideas


On 1 July 2010 08:19, Trung Anh <dangtrunganh at gmail.com> wrote:

> Hi Neil,
>
> Thank you for supporting :).
>
> My system is to support up to 1000 agents. I don't think using Asterisk is
> the best choice at the moment.
>
> BR,
>
> Mr House Cricket
>
> 2010/7/1 Neill Wilkinson <neill.wilkinson at btinternet.com>
>
> Use Asterisk or FreeSwitch for this fronted by SER/Kamailio.
>>
>> FreeSwitch FIFO application or Asterisk Queues + AGI.
>>
>> Neill....;o)
>>
>> Aeonvista Ltd
>> Opening Up New Ideas
>>
>>
>> On 1 July 2010 05:06, Trung Anh <dangtrunganh at gmail.com> wrote:
>>
>>> Hi everyone,
>>>
>>> I have a problem about Agents status.
>>>
>>> Now, i want to develop ACD system but i don't know how to collect agent
>>> status.
>>>
>>> Please help me. Thanks in advance!
>>>
>>> --
>>> Best Regards,
>>>
>>> Mr House Cricket
>>>
>>>
>>>
>>> _______________________________________________
>>> SIP Express Router (SER) and Kamailio (OpenSER) - sr-users mailing list
>>> sr-users at lists.sip-router.org
>>> http://lists.sip-router.org/cgi-bin/mailman/listinfo/sr-users
>>>
>>>
>>
>
>
> --
> Best Regards,
>
> Le Anh Dao
> Phone: (+84) 0979 094 666
> Danang College of Economics and Planning
> Danang, Vietnam
>
> Dang Trung Anh
> Phone: (+84) 0978 617 666
> Address: Hanoi
>
>
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