Adding Reliability With The Overseer and High Availability

Failure is not an option. Failures are disruptive, and a disrupted call center floor is an expensive headache to manage. The promise of Asterisk, which was replacing monolithic telephony hardware installations with multiple commodity servers running call center software, was a lowering of the total cost of ownership. The promise has been fulfilled, but enterprise contact center installations have to be mindful of the possibility of hardware or software disruptions. This is why we introduced the HAASIPP, to allow call survival, and the Overseer to manage processes and allocate them between servers in a high availability solution. Continue reading Adding Reliability With The Overseer and High Availability

The Real Meaning of Call Survival

With Q-Suite’s HAASIPP our product now features Call Survival. This is often confused with Call Recovery and the terms then used interchangeably.

To understand what Call Survival really means lets look at an example. Starting off with a caller connected over a SIP trunk and ultimately connected to an agent. The diagram below shows a simplified setup with the communication path as follows:

Call-Survival-Diagram1

Continue reading The Real Meaning of Call Survival