We have 850+ call center agents spread over 6 offices nationwide. 2 of those offices are actually 3office campuses, all tied back to the ‘main’ office on the campus.
We’re on Nortel TDM PBX systems at each site. We’re following an initiative from our parent company to deploy Cisco IP Telephony and basically forklift the Nortel systems. I’ve deployeed a testbed of IP phones for several months now and everything seems to be running fine. I haven’t gotten the Unity servers online yet (not because I’m unable to get them working, haven’t even unboxed them yet).
I’m not at all happy with Cisco’s IPCC ACD platform. Not happy with the performance. Not happy with the hefty price tag. I’ve been trying to find an alternative ACD system with little luck. It has to integrate with Cisco Call Managers. It has to support SIP and SCCP. SIP because I have a gut we’ll want to use SIP proxies for the redundant servers. SCCP because I know that the powers that be will want the same firmware for the non-ACD Cisco phones as for the Cisco agent phones. I’d like to be prepared either way. By “integrate with Cisco” I mean we’ll want to connect both systems with a combination of H.323 and PRI gateways. The agent phones will register to the * servers.
So I’m looking for some feedback on Asterisk’s scalability. How many production agents can I put on each * server? I understand that it’s a vague question. I’ve seen quotes of 25-50 agents depending on call volume. It’s got to be more than that. Server hardware platform plays a big part of that as well, and we’ll have solid servers.
I’ve also read that some * users are having to restart * nightly as well as restart the servers weekly. Is * that unstable?
I haven’t read through all of the case studies on Digium’s site yet, but I’ll be spending the next 30mins or so reading through those. * is the only system that I could find that meets the criteria given to me though, and I’ll be pitching it to the powers that be this afternoon to get a couple of test servers going in an ACD test environment.
I’d appreciate any feedback on the number of agents an * server can reliably handle (assuming kicka$$ server hardware), as well as any success stories of large call-centers on *.