Call Center Load Balancing with Kamailio

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

Bringing Instances Up and Down to Improve Performance and Save Money

One of the advantages of deploying a feature rich call center software suite in the Cloud is that there are feature rich APIs and tools available for managing both software and cloud infrastructure.  The APIs of more advanced Cloud providers are of interest where they allow a call center to bring pre-configured instances up and down on demand.  This can result in a significant cost savings when a major factor in the cost of the service is CPU usage. Continue reading Bringing Instances Up and Down to Improve Performance and Save Money

Load Balancing on Multiple Asterisk Servers

Load balancing in Asterisk can be an overloaded term. In some cases, it refers to spreading calls to multiple servers. In others, it refers to calls made outbound. There are other cases as well. The two cases mentioned are two that are not handled by Asterisk out of the box, and additional software may need to be introduced in order to handle them. In multi-server Asterisk call center installs, load balancing allows calls to be distributed more evenly which prevents overloading any particular server. Continue reading Load Balancing on Multiple Asterisk Servers

Maximizing Call Center Software Performance With Load Balancing

When adding capacity to an Asterisk-based ACD (Automatic Call Distributor) system, the desire is to increase the throughput of the system in a linear fashion.  Choosing call center software that allows the addition of servers to increase capacity is an essential step.  However, one must take certain steps to ensure that individual servers don’t become a choke point for performance.  This is where load balancing comes in. Continue reading Maximizing Call Center Software Performance With Load Balancing

SIP Proxy with Load Balancing for Contact Centers deploying Asterisk Clusters

 

In larger installations with high concurrent call volume, the contact center ACD manages and controls multiple Asterisk servers in a cluster. Since call volume at any given instant can exceed the capacity of a single Asterisk server, a SIP proxy will serve to distribute calls evenly with load balancing.  The ACD maintains the sequence and order of calls coming to the individual queues, irrespective of the Asterisk servers into which the calls come in. It will route and distribute calls to the available agents based on skills based routing, irrespective of where their phones are registered to. Sophisticated call center solutions offer greater flexibility allowing agents to use any external phone like home land-line phone or a mobile phone or a phone behind another PBX. This is ideal for remote and work-at-home options.

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Contact Center ACD for managing Asterisk Clusters

High concurrent call volume in large call centers can easily exceed the capacity of a single Asterisk server. The upper limit on the call processing capability of Asterisk is influenced by many factors including “codec” conversions and enabling call recording. For very large call volume, the contact center ACD will require multiple Asterisk servers setup in a cluster to handle the maximum concurrent calls. There are a two important considerations for a clustered Asterisk setup.

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