Session Initiation Protocol (SIP) hasn’t officially been crowned king of call center technologies, but it has become ubiquitous. The wide availability of SIP service providers and the way Asterisk is pushing Open Source technologies into the call center has made it undeniable. Especially now with the widespread adoption of Cloud-based call center software and remote agents, SIP is cementing its importance. Continue reading Call Center Load Balancing with Kamailio
Asterisk High Availability (HA) solutions, once reserved for mission critical deployments, are now commonplace in normal contact center setup. With VoIP, clustering solutions make it relatively straightforward to move IP traffic. Setting up a main and standby Asterisk system will allow such an arrangement to ensure continuous availability of an Asterisk system. Since telephony systems are not mere data systems using IP traffic, such arrangements to ensure immediate availability of the system is inadequate in ensuring the continuation of the calls that were underway when a hardware or software failure happened. Voice solutions require better options. One such option is the call survival capable high availability for Asterisk systems based on US Patent US 20110310773 A1 – a method and system for fail-safe call survival.
One of the most exciting technology to shake the telecommunications landscape in the last decade is Asterisk. Its use in unified communications (UC) and contact centers is unparalleled. Therefore high availability solutions for Asterisk have gained significant attention. The high availability implemented using the above mentioned patent provides the technology to recover calls and successfully continue the on-going calls and conversations in the event of a failure. This technology is available as a part of a call center ACD that manages and scales to multiple Asterisk servers in a cluster to handle very large call volumes.