asterisk users - Jan 2010 - Beginners Guide to setting up a Call Centre

This is currently still at a proof of concept stage.

After being mis-sold a Alcatel phone system, that does None of the
things we asked for.... (Ok it takes calls but that's about it) We are
looking at alternatives to try and bring some of the features we
previously had on our old Analogue STS phone system.

Looking at all the docs I can find Asterisks looks like it should be
able to do the job and a whole lot more.

This is for a small call centre so ideally we want all the features of
an average call centre, ACD, Call Recording, Queue's etc etc.

Any pointers on how to get started would be most helpful.

Peter.

http://www.google.co.ke/search?q=asterisk+for+call+centers&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a

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mutuku.wordpress.com

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Since you are small, trixbox would probably be the ideal flavor of Asterisk
for you. It is a downloadable ISO that installs Scientific Linux and
Asterisk and sets you up to manage everything with a GUI interface from a
browser.  Once you outgrow that, you can either expand it, go for Commercial
Asterisk or join the fun world of Open Source Asterisk where we work on
releases and/or SVN branches.

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Peter Childs
Sent: Tuesday, January 12, 2010 4:56 AM
To: asterisk-users at lists.digium.com
Subject: [asterisk-users] Beginners Guide to setting up a Call Centre

This is currently still at a proof of concept stage.

After being mis-sold a Alcatel phone system, that does None of the
things we asked for.... (Ok it takes calls but that's about it) We are
looking at alternatives to try and bring some of the features we
previously had on our old Analogue STS phone system.

Looking at all the docs I can find Asterisks looks like it should be
able to do the job and a whole lot more.

This is for a small call centre so ideally we want all the features of
an average call centre, ACD, Call Recording, Queue's etc etc.

Any pointers on how to get started would be most helpful.

Peter.

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Do you have any idea of numbers of users, and number/type of external
lines as this can be quite important when deciding what type of asterisk
setup and hardware to go with. (For example, if your lines are already
presented over ISDN PRI or BRI, or if they are provided over IP, by an
IP telephony provider.)

Also you will need to think if you want to support analogue devices such
as modems/fax machines etc.

Do you have existing IP handsets that you want to integrate, and what
are these? Or are you starting from scratch? Or are you going to use 
PCs with soft phones and headsets? (Often very suitable for a call
centre setup)

What sort of support do you require for the system / handsets?

Do you need CTI integration / soft phones / headsets etc?

How many lines in total are coming in to the system?

Do you need hotdesk users or are they all based at the same 
desks every day?

What are the requirements for redundancy/failover? (ranging from 'none'
to 'magic failover between two sites')

If you can answer this, then it will help work out what sort of hardware
you will need (software can be changed about to suit, but choice of
server setup/cards/media gateways is important in that decision as
well.)

Software, There are many pre-built solutions that are based on asterisk
which have GUIs to use/admin them. These may or may not do what you want
out of the box. Hot desk support is particularly limited in many of
these.

Or you can install just the base asterisk and roll your own. This is a
bit more complex (and maybe unneeded if you are using on the most common
features.) but it has its benefits, such as not being restricted by a
particular GUI or management system, and being able to customise things
a bit more.

Rob



On Tue, 2010-01-12 at 10:55 +0000, Peter Childs wrote:
> This is currently still at a proof of concept stage.
> 
> After being mis-sold a Alcatel phone system, that does None of the
> things we asked for.... (Ok it takes calls but that's about it) We are
> looking at alternatives to try and bring some of the features we
> previously had on our old Analogue STS phone system.
> 
> Looking at all the docs I can find Asterisks looks like it should be
> able to do the job and a whole lot more.
> 
> This is for a small call centre so ideally we want all the features of
> an average call centre, ACD, Call Recording, Queue's etc etc.
> 
> Any pointers on how to get started would be most helpful.

Yes it is - we have thousands of happy clients worldwide. :)

My suggestion is to go for somebody who has relevant experience and is going
to do the install for you. Unless your CC is very small, you don't want to
be looking up the manuals when you went live and start having quality
issues....

If you need some pointers in your area, please contact me off-list.
l.


2010/1/12 Peter Childs <pchilds at bcs.org>
> This is currently still at a proof of concept stage.
>
> After being mis-sold a Alcatel phone system, that does None of the
> things we asked for.... (Ok it takes calls but that's about it) We are
> looking at alternatives to try and bring some of the features we
> previously had on our old Analogue STS phone system.
>
> Looking at all the docs I can find Asterisks looks like it should be
> able to do the job and a whole lot more.
>
> This is for a small call centre so ideally we want all the features of
> an average call centre, ACD, Call Recording, Queue's etc etc.
>
> Any pointers on how to get started would be most helpful.
>
> Peter.
>
> --
> _____________________________________________________________________
> -- Bandwidth and Colocation Provided by http://www.api-digital.com --
>
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>   http://lists.digium.com/mailman/listinfo/asterisk-users
>


-- 
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>Looking at all the docs I can find Asterisks looks like it should be
>able to do the job and a whole lot more.
>This is for a small call centre so ideally we want all the features of
>an average call centre, ACD, Call Recording, Queue's etc etc.
>Any pointers on how to get started would be most helpful.
>Peter.
-----------------------------------------------------------------------
(sorry this is so long)

Peter, 

I figured that I would chime in, as I run IT and am a managing partner of a
small call center based on Asterisk and I think that my experience will be
helpful (hate to beat a dead horse)...

Asterisk can definitely do what you need, so I am not going to talk about that
any further.  I wouldn't waste my time with anything else.

I would strongly recommend either of the two following methods to get started,
with the deciding factors being time and money.  There are lots of factors that
will sway this argument, such as the complexity of your workflow, CTI needs,
etc., but those time and money are the biggies.  You also have to carefully
weigh your support requirements, uptime, and your desire to manage a phone
system.  Asterisk doesn't have to take that much work once it's
installed and tuned, but it will require some maintenance.  You will need to
evaluate whether or not you want to take on that maintenance role or whether you
want to pay to have it done for you.


Method 1: A professional installation by a Digium Certified Asterisk
Professional.

It will cost you some money, how much depends on your needs and how clearly you
articulate them.  There are lots of great people out there that can help you get
EXACTLY what you want and design a system that will grow with your business. 
Call Digium for recommendations, or reply to this with your contact info and we
can talk off list (I'm not trying to sell anything, but I have some people
that I can recommend).  This can be a great option for a solid Asterisk system
with good support and reliable operation with little maintenance.
	
There's a couple different approaches to this method- managed and developed
with support.  Managed is where the team that developed the dialplan and
asterisk environment for you manages the system for you as well for a recurring
support fee.

Drawbacks to this method:

A. You will have to find a good vendor that will charge fairly and deliver on
their SLA (always get an SLA with enforceable penalties).  This isn't that
tough, but it's important.

B. The recurring support costs can eat into your budget quickly

C. This will take some time to develop properly, and for simple environments it
may be overkill.

D. Adds/changes/ and deletes can be costly as well.  This can be mitigating by
communicating the need to accommodate staff turnover with a user maintainable
system.


Method 2: Get a distro, install it, be dialing in about 8 hours or less (the
route that I took when we started).

This method is by far and away the easiest, cheapest,
get-it-up-and-running-consequences-be-damned method.  You will take less time,
effort  and money to get going like this than any other way I know of.  If your
call flow is simple to moderately complex, this is the way to go in my opinion. 
The FreePBX distros (Trixbox, AsteriskNOW [I think], Elastix, etc) all are very
well put together, and will do everything that you listed in your original
message and then some.  Of the distro's, I would probably either go with
AsteriskNOW or, if you are up for a little more setup work, FreePBX on it's
own.


Drawbacks to this method:

A. I can't speak for others, but I found that the configuration engines have
their limitations when it comes to call centers.  They simply weren't
designed to do some of the specific things that we needed to do as we grew. 
This doesn't mean that they wont do everything you need though, each case is
unique.  They were fine for us in the beginning, but as our business grew so did
our specific needs, and we outgrew these solutions.  There is nothing wrong with
that if you understand from the outset that you may have needs that aren't
met in the future.  These distros have to factor in the needs of their
respective communities, and what may be good for one organization might not be
good for others.

B. Troubleshooting issues can be more complex as you start to understand
Asterisk and increase your level of sophistication.  I had a hard time
troubleshooting FreePBX until I understood it's dialplan more, and it made
troubleshooting complicated as I didn't fully understand the call flow
through it's dialplan. The more you work with it, the easier it gets, but
there can be a learning curve.

C. Integration with other vendor's products can sometimes be a challenge if
they don't already support your configuration GUI.

D. You cannot, no matter what anyone tells you (I know this to be cold, hard
fact), modify the built in dialplan of FreePBX.  When you upgrade, or even
reload sometimes, you will wipe your changes.  You can add to it, request
modifications, etc, but you cant open VI and change the dialplan.  That's
not always a bad thing, but it's something to be aware of.


My Experience:
Our company is a year and a half old, and we started the entire company with a
$71,000 capital investment- that's servers, terminals, switches, phones,
desks, chairs, etc.  That initial investment got us 5 desks and 16 cubicles.  We
just hit the 32 person mark, with 26 of them call agents.  We will be adding
another 10 agents in the next 90 days.

I started with Elastix, moved to just FreePBX, and am currently beta testing my
own dialplan/asterisk configuration.  I moved off Elastix due to the fact that
it had so many other things running on it, and at the time the Openfire module
had a memory leak that was consuming more resources than I had hoped for. 
It's a great distro, very easy to use with a lot of features, however that
issue had me convinced that I needed more separation of services.  FreePBX on
it's own has served us well, however I am needing things such as more
detailed CDR's, more advanced call flows, and a more customized hotdesking
solution than what it can provide natively.  That is why I am testing our first
customized dialplan in production, which will probably roll out here in a couple
weeks.

With the new dialplan, I now have LDAP integration with an abstraction between
phones and users, leveraging our Active Directory infrastructure (we are getting
rid of this as soon as we get rid of our M$ bound CRM, but hey, it was cheap). 
I have customized CDR's that provide a much clearer picture of what happened
on the call and with whom, thanks to the adaptive CDR backend.  I have excellent
reporting and CTI with our craptastic CRM using user defined manager events.  We
have agent presence in multiple applications, queues that will call back dropped
calls and route callers back to the agent they spoke to last, as well as live
monitoring with coaching and barging.  Some of these things are either not
possible (LDAP, adaptive CDR's), or quite difficult to achieve with a
configuration GUI such as FreePBX.

When Asterisk 1.8 goes final and is offered as the Asterisk Business Edition we
will be purchasing it.


My recommendations to you:

Start with a distro such as AsteriskNOW or FreePBX on your production box, but
also buy a cheap PC or get an old one, pull down the latest version of Asterisk
and tinker with it.  I believe it's asking a little much for an Asterisk
newbie to create a professional environment with heavy call volume that people
depend on quickly- you won't sleep much.  I have a feeling that you
won't sleep much anyway, so every chance you get to simplify the startup,
take it.  On your test box you can learn Asterisk to the point that you are able
to roll your own should you so desire, or tailor your telephony system to suit
your needs.

Be careful with recordings, as too many at once can cause you problems.  Best to
go with a third party solution.  I strongly recommend Orecx, they are open
source and have a very nice product that we have been very happy with.
  
Use SIP trunking if at all possible.  It's easier in the long run, and with
the right provider cheaper as well.  You have more redundancy by nature than
traditional PRI's.  The call quality can be just as good with the right
Internet connection(s)- and I recommend having two of those with two different
providers.  We use data T1's with a cable modem as a backup, with Amazon EC2
instances as emergency failover.  This has saved our tails more than once and
it's something that traditional PRI's just can't do.

Use hardphones such as Polycoms, Aastra, etc.  They are a capital expense, but
they are worth it.  Softphones are dependent on the quality of the workstations
and their operating environment, and the latter can deteriorate quickly in a
call center without lots of management overhead.  It's one thing to have to
clean off a workstation instance, it's quite another to have poor call
quality of an agent as a primary motivator for doing so.

Use VLAN's.  VLAN your phones, and multi-home the Asterisk box.  Some people
might not agree for various reasons, but this has been one of the best things
for us.  It keeps the traffic separated, voip and data, and will help provide
better end to end voice quality.  There's nothing worse than trying to track
down a screaming NIC when you have people complaining about not being able to
hear the customer.  Slow internet and connection loss pales in comparison to bad
voice quality.


I hope that you find some of this helpful in your journeys, and best of luck.

Sean